Service Management/Delivery Analyst

Job#: 2007939

Job Description:

Service Management / Delivery Analyst
 
Client Industry: Healthcare IT
Work Location: Proposed candidates must be located in BC 
Terms: 3 Month Contract (extensions available)
Start Date: January 8th, 2024
End Date: March 31st, 2024
Hours: Full Time (37.5 Hours / Week)

POSITION SUMMARY

The Service Management Analyst is responsible for providing strategic advice and procedures to improve services, building excellent relationships with customers and business partners, and monitoring the efficiency and effectiveness of IMIT service delivery. In collaboration with business and technical peers, the Senior Management Analyst leads the effort to support customer satisfaction, advising IMIT Senior Management on product and service solutions, relationship management, and resolving issues or complaints.
 
PRINCIPAL DUTIES AND RESPONSABILITES 
 
  1. Establish a framework to structure IMIT-related activities and the interaction of IMIT technical personnel with the Company and clients to provide value to customer satisfaction and improve relationships.   
  2. Define the final service(s) of service level, corporate SLA, and agreements ensuring services meet the business need.
  3. Measure, analyze and implement work performances and propose improvements to processes, including customer service interaction (complaints and requests).
  4. Configure and customize the service management system, including workflow creation and documentation.
  5. Analyze company procedures, generate reports on findings, and advise management on necessary changes and strategies.
  6. Work closely with multiple departments, financial data, and policy.
  7. Business analysis, IT operation. Investigate problems and opportunities in existing processes and contribute to recommending solutions and work with stakeholders to identify objectives and potential benefits.
  8. Continual service improvement. Identify process optimization opportunities with guidance and contribute to the implementation of proposed solutions.
  9. Service management framework knowledge. Have a Level 3 service management framework qualification. You can demonstrate knowledge of the life cycle or capability elements of ITIL
  10. Technical understanding. You can understand the core technical concepts related to the role and apply them with guidance

EXPERIENCE REQUIRED
 
  • Minimum of five years experience working in an IT service environment within a complex and diverse organization

SKILLS AND COMPETENCIES
 
  • Broad technical understanding with the knowledge of service-level management and service engineering
  • Strong interpersonal skills and the ability to build and maintain client and business relationships
  • Careful attention to detail and an ability to demonstrate an understanding of the need for service standards in IT
  • Excellent analysis and problem-solving skills
  • Customer-oriented / client-centric
  • Ability to communicate effectively with both technical and non-technical colleagues at all levels in both verbal and written communications

DELIVERABLES
 
  • Service Catalogue Management
    • Define and implement framework and processes
  • Knowledge Management 
    • Define and implement framework and processes
  • Service Asset And Configuration Management 
    • Deliver an accurate and up-to-date Configuration Management Database (CMDB) 
  • Incident and Request Fulfillment Management 
    • Implement incident and request management changes
  • Problem Management 
    • Implement Problem Management

 

 

 

 

 

 

 

 

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

 

 

 

 

 

 

 

 

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Employee Type:
Contract

Location:
Vancouver, BC, CA

Job Type:

Date Posted:
December 15, 2023

Pay Range:
$45 - $55 per hour