IT Service Delivery & Resource Analyst

Location Address:

Compensation Pay Range:

Summary:

Responsibilities:

This role is responsible for building strong relationships across IT and the teams we support. This includes aligning service expectations, facilitating clear communication, and ensuring shared understanding of process goals. The role also manages all process documentation and supports efforts to identify, design, analyze and enhance processes in alignment with business and technology needs.

• This position requires knowledge across multiple infrastructure platforms and processes while partnering with the Technical Subject Matter Experts to provide and support process requirements for building or modifying tools.
• Coordinates the design, development and maintenance of assigned ITSM processes and procedures within the ITSM Lifecycle.
• Coordinates the planning and management of support activities for ITSM processes and the associated toolsets, ensuring internal service owners and partners have clear roles, responsibilities, and support expectations.
• Coordinates between ITSM processes and other service management processes to support seamless end-to-end service workflows.
• Coordinates ongoing monitoring of process performance and partners with service owners to recommend improvements that enhance service outcomes.
• Coordinates the production and management of information through the definition of CSFs and KPIs for the processes within the areas of responsibility, ensuring metrics provide meaningful insights for service owners, leadership, and partners.
• Builds and maintains strong relationships with key stakeholders to ensure alignment on service expectations, process outcomes, and continuous improvement opportunities.

Preferred Qualifications:

• Proven ability to build and manage strong working relationships with diverse technical and business stakeholders, fostering alignment, shared understanding, and successful service outcomes.
• Ability to design, implement, and monitor SLAs, OLAs, and service improvement plans in partnership with IT Service Owners using ITIL best practices.
• Familiar with reviewing IT contracts and measuring adherence to SLAs.
• Assist in building reports within ServiceNow for measurement of SLAs for internal IT teams.
• Skilled in translating technical language for Presbyterian business leaders, managing cross-functional expectations, and navigating IT resources.
• Experience in ITIL/ITSM processes, partnering with service owners and technical teams to support consistent, reliable, and repeatable service delivery.

Qualifications:

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience. 6 years of additional experience can be substituted in lieu of degree.
• Knowledge of process analysis principles

All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.

Wellness
Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

Why work at Presbyterian?
As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.

About Presbyterian Healthcare Services
Presbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1600 providers and nearly 4,700 nurses.

Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.