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Analyst I, Customer Experience Process (IT)

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Analyst I, Customer Experience Process (IT)

General Purpose of the Job

 

An Analyst of Customer Experience Process has a foundational understanding of all processes governed by CX Process Management, with a strong focus on ITSM practices within the ServiceNow platform. The Analyst can explain processes and their value, is a champion of services provided by the team, and is an advocate for the customer experience. This particular position will focus on supporting the HRSD module of ServiceNow.

The Analyst performs regular assignments such as data analysis, responding to/actioning customer feedback, supporting system updates, and identifying opportunities for improvement to internal processes and/or workflows using our support tools. The Analyst also assists with ongoing projects under the guidance and supervision of Process Management leadership or Senior Analyst.

Essential Duties & Responsibilities

  • Completes operational oversight & governance work via Process audits across supported ITSM practices (Knowledge, Incident, Catalog/Request, Problem)

  • Drives process improvement by liaising with customers to troubleshoot and refine ServiceNow workflows, with the aim to improve efficiency and the user experience

  • Performs analysis and translates data into compelling narratives to assist product owners and team managers in understanding their product/team’s impact to the greater support landscape

  • Leverages available resources, including AI tools, to produce ad-hoc deliverables quickly and competently to support process governance and analysis

  • Communicates effectively across different audiences and multiple mediums

  • Develops skills in meeting facilitation by leading discussions on Process activities (e.g., Process syncs) with support from leadership and/or senior teammates

  • Participates in rotation with peers to deliver relevant training & documentation to Process stakeholders

  • Other Duties as Assigned

Education and Requirements

  • High school diploma, GED, Associate’s degree, or relevant related experience

  • 1-3 years of demonstrated IT and/or analytical experience

  • Familiarity with ServiceNow ITSM platform

  • Skill with Microsoft 365 Suite

Certificates, Licenses, and Registrations

  • ITIL Foundations Certification

  • Lean Six Sigma White Belt (Preferred)

Additional Requirements

Language Skills: Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position. 

ADA/Reasonable Accommodations: DaVita provides reasonable accommodations to enable otherwise qualified individuals with disabilities to perform the essential Physical and/or Mental functions of a position. 

Work Environment: Level III – Moderate noise (e.g., business office with computers or printers, light traffic). No required tasks involve greater exposure to blood, body fluids or tissues than would be encountered by a visitor. The normal work routine involves no exposure to blood, body fluids or other hazardous conditions. 

Visual: Vision adequate to perform the essential duties/responsibilities of position. 

May be required to demonstrate the ability to differentiate colors on a test strip. 

Physical Demands: Physical requirements can vary. These must be reviewed with management. However, in general, the position requires the following activities: 

  • Ability to lift minimum of 5 lbs to a max of 50 lbs unassisted and able to stand, sit, stoop, walk, stretch, reach, and use full range of body motions. 

  • Manual dexterity as required for specific equipment and ability to use computer keyboard and peripherals. 

What We’ll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

  • Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out

  • Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more

  • Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

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