Experienced Business Analyst - IT Service Management

Summary

As a Experienced Business Analyst - IT Service Management at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges.

The Experienced Business Analyst is responsible for the monitoring, reviewing, and reporting of service levels also called Key Performance Measurements, KPMs, of contracted Information Technology (IT) services at the agreed-upon level of IT service (i.e., for claims processing speed and accuracy).

For the Texas account at Gainwell, KPMs are tracked on Power BI dashboards with both automated (database) and manual data feeds. They are used to monitor performance and address KPM non-compliance with technical personnel for resolution and to review with the client after the end of the reporting period.
 

This position advises and works closely with leaders and team members (internal IT) to deliver assigned projects within the IT Governance - Service Delivery Management team. Requires a versatile individual who can manage ad-hoc projects and take on a variety of roles depending on the need.
 

Here are the details on this position.

Your role in our mission

• Consults with business and IT stakeholders in Service Level Management process and practice
• Facilitates negotiation and documentation of Service Level Agreements, Operational Level Agreements (OLA) and Underpinning Contracts (UC)
• Negotiates and agrees with both the Customer and IT Service Provider on Service Level Requirements (SLRs) for any proposed new/developing services as well as on retirement of Service Levels that are no longer needed.
• Performs in-depth reviews of Gainwell contracts, Request for Proposals (RFPs), and supports negotiation of Gainwell committed SLAs to customers.
• Develops reports as needed, tracks, analyses, and manages SLA (service level agreement) data Reviewing underpinning agreements and OLAs as necessary.
• Monitors SLA performance via Power BI dashboards, engaging with Service Level owners in case of degraded performance supporting early root cause investigation efforts.
• Produces and delivers reports on service performance and achievement to the Customer and internal leadership at an appropriate level, this includes department and line of business.
• Organizes and maintains the regular Service Level review process both internally and externally with the customer which covers:
  • Reviewing outstanding actions from previous reviews.
  • Communicating current performance.
  • Reviewing service levels and targets (where necessary).
  • Reviewing underpinning agreements and OLAs as necessary.
  • Agreeing on appropriate actions to maintain/improve service levels.
  • Initiating any actions required to maintain or improve service levels

Additional responsibilities

• Conducts annual reviews (as appropriate) of the entire Service Level Management process and negotiates, agrees, and controls any amendments necessary
• Initiates, monitors and facilitates Service Improvement Plans through root cause investigation tasks, coordinates assignment of activities and manages root cause completion with Subject Matter Experts, SMEs within the scope of Service Level Management.
• Helps drive adoption of processes based on ITIL best practices through documentation, communication, training, and delivery of special projects.
• Supports the development of process improvement solutions and collaborates with the account team to drive automation and increase accuracy, compliance, efficiency, timeliness, and improved service.
• Takes ownership and manages projects as assigned, using the waterfall or Agile methodologies to drive all stages of the project lifecycle. Acts as the Agile Analyst Project Manager, Scrum Master, or Project Manager as needed.

What we're looking for

• 6 or more years of experience in a relevant Business Analyst position (with 3 or more years of Medicaid and Medicare experience preferred)
• Bachelor's degree from an accredited college or university required; preferred field of study in Business, Computer Science, Engineering, Technical Writing or Human Resources; Equivalent years of experience may be considered in lieu of degree
• Solid understanding of IT Service Management practices, specifically: Service Level Management, Measurement and Reporting, Service Design, Service Catalog, Change Management, Incident Management, Service Request Management, Service Value Chain, Continual Improvement, and Governance
• Thorough knowledge of service metrics (i.e., service uptime, Prior Authorization Determination, Call Center performance, etc.)
• Must be proficient in MS Excel, PowerPoint, and ServiceNow dashboard creation and maintenance
• Sound understanding of Power BI dashboard use and data interpretation
• Previous experience in complex IT or Technical environments
• Strong understanding of project management principles and best practices with detailed focus on process development and implementation
• Experience in defining, developing, and educating stakeholders in ITSM/ITIL processes for mid to large corporate organizations
• Minimum two (2) recent years of experience with ITSM methodologies and tools
• Ability to lead, assess, and review enterprise IT requirements and solutions that align to business needs

Required Qualifications

• Solid interpersonal skills with the ability to interact professionally with all levels within the organization
• Demonstrates ability to articulate complex issues, plans and concepts to diverse populations, including executive management
• Excellent organizational, written, and verbal communication skills
• Strong active listening and attention to detail skills
• Must be able to lead and influence teams and discussions.
• Strong mediation and consulting skills
• Ability to provide excellent customer service to both Business and IT stakeholders
• Ability to collaborate in a team environment; seek regular feedback and contribute in team meetings; provide back-up to other team members as necessary
• Be accountable for producing an accurate, timely and quality work product
• Collaborate with others to identify efficiencies and process improvements; embrace change and focus on continuous improvement
• Ability to perform comfortably in a fast-paced environment
• Ability to successfully execute many complex tasks simultaneously
• Ability to work collectively and independently

Preferred Certifications & Experience

• ITIL v4 Foundation Level Certification

• Minimum 5+ years of experience in project management
• Minimum 5+ years of experience in Information Technology or Engineering
• Strong background and/or demonstrated understanding in finance pertaining to the assessment of at-risk penalty for failed Service Levels
• Consulting experience

What you should expect in this role

• Fully remote options from most US locations and territories
• Video cameras must be used during all interviews, as well as during the initial week of orientation

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Pipeline Requisition Information

This posting is intended for pipelining. We will accept applications as needed on an ongoing basis