Search for IT Service Management Analyst roles in Rockledge, FL, preferably in healthcare or IT services. I'm looking for full-time positions with a Bachelor's degree in Computer Science and at least 5 years of experience.

Okay, I found several IT Service Management Analyst roles in Rockledge, FL, specifically within the healthcare and IT services sectors. There are 45 positions available for full-time candidates requiring a Bachelor's degree in Computer Science and at least 5 years of IT experience. You can review them now.

IT Service Management Analyst

Rockledge, FL

Healthcare

Bachelor

5 years + Experience

Can you help me to analyze the job description and company culture?

Sure. Here's the analysis:

Job Analysis:

The role of IT Service Management Analyst II at Health First is fundamentally focused on ensuring the effective delivery and continual improvement of IT services through the implementation and management of ITIL-based processes. The primary responsibilities include managing incident, problem, change, and service level management processes, necessitating a detailed understanding of ITIL principles as well as the ability to monitor and analyze performance metrics to identify areas for improvement. Success in this role requires a collaborative spirit, as the analyst will need to work closely with cross-functional teams and stakeholders to align IT services with customer needs and organizational goals. The ability to develop Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) further illustrates how the candidate will need to translate complex technical requirements into tangible outcomes. Given the dynamic nature of IT services, the candidate must also possess strong analytical and communication skills to ensure accurate service documentation, conduct audits, and proactively resolve escalated service issues. Overall, expectations include not only effective technical abilities but also strategic thinking in managing service quality and enhancing customer satisfaction within the health system's diverse technological landscape.

Company Analysis:

Health First operates as Central Florida’s only fully integrated health system, positioning itself as a cornerstone in the region's healthcare landscape. Its commitment to positively impacting community wellness through a wide range of services, including hospitals, wellness programs, and health plans, suggests a mission-driven organizational culture that prioritizes quality care and innovation. This cultural focus may manifest in a fast-paced work environment that values collaboration and adaptability, essential traits for anyone stepping into the IT Service Management Analyst role. The position's integration into the organization's broader operational framework means this job will likely involve direct communication with various departments, resulting in a role that is both influential and collaborative. Given Health First's emphasis on continual improvement and technological advancement, this position is positioned strategically to support the system's growth objectives by optimizing IT service delivery. Those looking to join this organization should not only consider the technical demands of the role but also how their personal values and work ethic align with Health First’s mission of inclusivity and community service.

Mock up some interview questions based on the job description.

Absolutely. Here are some mock interview questions that could come up:

Tell me about a time when you had to implement a new ITIL process. What challenges did you face and how did you overcome them?
Describe a situation where you worked with cross-functional teams to resolve an IT service issue. How did you facilitate communication and collaboration?
Can you provide an example of how you identified a service improvement opportunity through performance metrics? What actions did you take?
What specific steps would you take to ensure adherence to SLAs within a bustling healthcare IT environment?
How would you go about training team members on new ITSM processes? What methods do you find most effective?
What experience do you have with IT service management tools like ServiceNow or Ivanti Service Manager? How have these tools aided your previous roles?
Given a scenario where multiple incidents are reported simultaneously, what prioritization strategy would you adopt to manage response times effectively?
Imagine a key stakeholder is unhappy with the response time for IT service requests. How would you approach a meeting with them to address their concerns?
Why are you interested in working at Health First specifically, and how do you see yourself contributing to our mission over the next few years?
How do your values align with the diversity and inclusion initiatives at Health First?
What do you believe are the top three trends impacting IT service management in healthcare today?
What questions do you have regarding the IT service delivery process within Health First?
How does Health First’s integration of various health services inform your approach to IT service management?
What potential challenges do you foresee in implementing ITIL processes in a complex healthcare environment?
Can you share an insight on how to effectively document ITSM processes for clarity and compliance?

Job Details

Overview Company

IT Service Management Analyst II

Health First

2 days ago

Highlight

OnsiteFull-time3+ yearsMid

Summary

Health First is seeking an IT Service Management Analyst II - IT Planning and Governance to join their team in Rockledge, FL. The role involves implementing and managing ITIL-based service management processes to ensure efficient IT service delivery and enhance customer satisfaction.

About the Role

As an IT Service Management Analyst II, you will implement and manage ITIL-based service management processes, monitor IT service performance metrics, and collaborate with cross-functional teams to ensure seamless service delivery. You will develop and maintain documentation for ITSM processes, provide training and support to IT Associates, conduct audits and QA analysis, and act as a point of contact for escalated service issues. Additionally, you will engage with stakeholders to understand their needs and work across IT teams to develop and maintain the IT Service Catalog.

About You

Required:

Associate’s degree in Computer Science, Healthcare Administration, or relevant field.
Three (3) years of IT experience.
LEAN Six Sigma Yellow Belt certification prior to start date and maintained.
Information Technology Infrastructure Library (ITIL) Foundations certification within six (6) months of start date and maintained.
Proficient with Microsoft Office – Outlook, Word, Excel, PowerPoint, etc.
Ability to analyze data and generate reports to identify trends and areas for improvement.
Understanding of network infrastructure, server management, and cloud services.
Clear and effective communication skills.
Strong analytical skills to diagnose issues and implement effective solutions.
Focus on providing excellent service to internal and external customers.
Ability to work well in a team environment.
Flexibility to adapt to changing technologies, processes, and business needs.
Efficiently managing time and prioritizing tasks to meet deadlines and SLAs.
Ensuring accuracy in documentation, reporting, and process execution.

Preferred:

Bachelor’s degree in Computer Science, Healthcare Administration, or relevant field.
Five (5) years of IT experience.
Information Technology Infrastructure Library (ITIL) Foundations certification prior to start date and maintained.
Proficiency in tools like Ivanti Service Manager, ServiceNow, BMC Remedy, or HP Service Manager.
Knowledge of scripting languages (e.g., Python, PowerShell) to automate routine tasks.

Health First

Health First is Central Florida's only fully integrated health system. With a mission to positively change the wellness and health of the communities we serve, Health First offers the latest technological advances and quality care at our four hospitals and through our many Outpatient & Wellness Services, as well as the area's only Trauma and Heart Centers. Health First also offers multiple commercial and Medicare health plans, the largest multi-specialty physician group in Brevard County, and a fitness center to help members of our community stay healthy.

Rockledge, FL