All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.
UW Medicine’s IT Services department has an outstanding opportunity for an ITSM Process Analyst (Change Management)!
UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
The ITSM Process Analyst will ensure UW ITS Change Management processes and procedures and other ITIL processes are being adhered to. The incumbent will manage and coordinate changes within ITS and perform continuous improvement tasks to assist in establishing a larger framework of improving processes to ensure the quality and reliability of the infrastructure and business/clinical/research systems of a world class clinical care and research organization.
Primary areas of responsibility include, but are not limited to:
Reviewing change requests and ensuring required info are completed and in accordance to the Change Management process and procedures.
Understanding change impacts and probability to properly assess change risks against guidelines and criteria. Challenge and correct change risk as required.
Prioritizing change and ensuring appropriate approvers approve change.
The ITSM Process Analyst has an understanding of an industry-accepted standard IT change management process (such as ITIL change management) and some experience with various change management methodologies and tools, the ability to look across the enterprise and integrate key information from various major change initiatives, and a keen ability to rally stakeholders and proactively problem-solve.
IT Change Management & Coordination (60%)
Ensure changes are recorded and evaluated, and authorized changes are prioritized, planned, tested, coordinated, scheduled, communicated, implemented, documented, and reviewed in a controlled manner.
Review all changes to ensure compliance to process, procedures and policies.
Approve/Defer changes according to the change management process and procedures.
Chair CAB Meetings and all related board/team meetings.
Execute current standard operating procedures (SOPs) and update SOPs as required.
Conduct Post Implementation Review to understand change results, invoke appropriate actions to address unsuccessful changes, and close changes appropriately and in a timely manner. Closely work with IT staffs to ensure actions are completed in a timely manner.
Gather appropriate required info and prepare for internal and external audits.
May associate related CIs, incidents, and services to change request.
Provide status updates to Requester.
Communicate and facilitate collaboration and coordination effectively with all parties involved with the change.
Understand and ensure the process, procedures, work instructions, and required documentation and tools are used and/or followed.
Ensure all activities within each phase of the change are documented within the Change Log.
Monitor the change records in the ITSM and Change Schedule.
Update or provide information regarding changes, as required.
Utilize metrics and reporting to help drive improvement efforts and escalations.
Understand ITIL practices for Incident, Problem, Asset and Configuration Management and apply these practices as required.
Ensure reporting and information to Change Management and other processes are provided.
Ensure Change Management Key Performance Indicators are tracked and met.
Assist IT Change Manager in coordinating impact assessment, planning and authorization of RFCs (request for change) in cooperation with members of the CAB and ECAB.
Approve acceptable changes, after consideration of the advice given by the CAB or ECAB.
Ensure changes are added to the Change Schedule(s) and announcements are distributed.
Assist IT Change Manager in defining changing management program success metrics and report outcomes.
Track changes and take necessary actions to improve Change Management SLAs/KPIs.
Manage the ongoing IT change management process, monitor outcomes and adjust processes and procedures as necessary to ensure appropriate balance of cost, quality, and control.
Track change policy, process and procedure compliances and work to improve adherence.
Incident & Problem Managements (20%)
Conduct daily incident meetings to review P1 and P2
Track incidents caused by changes and ensure necessary actions are taken to improve Incident and Change Management SLAs/KPIs. Follow the Escalation Process and escalate as required.
Assess impact on IT and business operations, monitor performance indicators that measure impact, and initiate activities to address incidents and problems as appropriate.
Provide status updates to IT Change Manager and other IT Leaders as required.
Assess metrics for continuous improvements.
Track incident and problem policy, process and procedure compliances and work to improve adherence.
Perform problem analysis, conduct root cause investigations, and manage corrective and preventative measures.
Analyze and report incident trend data to identify and eliminate root causes.
Initiate actions to fix potential interruptions to service identified during trending analysis of the IS infrastructure.
Prepare statistics and report to identify repeat incidents and manage issues through to resolution.
Facilitate and coordinate technical meetings.
Lead and facilitate post-mortem investigations.
Manage root cause analysis between technical teams.
Initiate actions to fix interruptions to service caused by errors/faults in the IS infrastructure.
Synthesize organizational lessons learned from the problem analysis and communicate lessons to leadership as appropriate.
Establish and manage a log of known problems across the department and establish integration between problem management and change management by cross-referencing changes and problems.
Asset & Configuration Management (10%)
Ensure Asset & Configuration Management Processes and Procedures are being adhered to.
Associate related CIs, incidents, and services to change request.
Project Management and Process Improvement (10%)
Assist in initiation and execution of process improvement activities.
Actively manage issues and risks associated with the projects being managed.
Manage scope, schedule, and budget (if applicable).
Communicate status to stakeholders and customers as appropriate.
Manage execution of the project and its tasks through implementation and completion.
Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field, or equivalent combination of education/experience.
4+ years’ experience must include the following:
Possess ITIL v3 Foundation certification; if not currently certified, this certification must be achieved within six months of start date.
Possess Lean Six Sigma Green Belt certification; if not currently certified, this certification must be achieved within six months of start date.
Strong understanding of ITSM and ITIL best practices; proficient in applying ITIL/ITSM principles and concepts.
Must have strong people and relationship-building skills and have ability to work effectively and collaborate with customers, vendors, peers, supervisors, team members, etc.
Must be able to work at the conceptual strategic thinking level as well as the detailed, tactical execution of work product level.
Must have ability to work effectively in a team environment, including teams with a wide range of internal stakeholders and external partners.
Ability to identify issues and systematically resolve; generate options, analyze best course of action, follow-up with stakeholders and bring resolution.
Strong information systems technology process background.
Experience in an academic information technology environment.
Experience in a healthcare information technology environment.
Advanced degree (e.g., Master’s, Doctorate, etc.)
Current/previous work experience with UW Medicine.
CONDITIONS OF EMPLOYMENT
This is an Information Technology deadline-driven work environment.
The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
Must coordinate projects without direct supervisory authority.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Ability to communicate effectively in English, both verbally and in writing.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.