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Analyst, Service Process Design, WEST Alliance Office

Burnaby, BC
Full Time
11 days ago

The Analyst, Service Process Design reports to the Director, Service Management, and is an analytical problem solver; a specialized analyst responsible to understand and assess the components of a service in order to improve the interaction between the service provider and its customers, as well as the overall service quality. The Analyst, Service Process Design works directly with the Coordinator Service Design, vendor, Health Authority (HA) staff and stakeholders, and other Workplace Evolving Services and Technologies (WEST) teams to break down business processes into specific steps to understand and improve workflows and user experience. The Analyst, Service Process Design participates in projects designed to improve quality and reduce errors, and designs new business processes in a high quality Information Technology Infrastructure Library (ITIL) environment through process review, data analysis, and client engagement to drive continuous improvement efforts in the WEST service and support functions.

What you'll do:
  • Work with vendor and other key stakeholders to establish and maintain critical success factors and key performance indicators on IT service management (ITSM) processes. Work with vendor in support of ITSM application (i.e. Service Now) changes and upgrades to ensure process design integrity is maintained.
  • Create and provide regular reporting to leadership regarding the health and effectiveness of the managed processes within the WEST scope of service.
  • Champion the alignment of WEST ITSM processes and tools with health authority stakeholders, including partner IT and non-IT departments. Actively engage the HA Line of Business teams to understand requirements and ensure the tools and processes support their strategic direction.
  • Support the day-to-day delivery and facilitation of the managed ITIL processes across WEST services.
  • Perform regular ticket reviews to ensure process compliance, accuracy and effectiveness.
  • Ensure process documentation including procedures, process flows, policies and training materials are up to date and reflect current state.
  • Provide process education and training to IT staff and leadership in both formalized and ad hoc settings.
  • Lead and participate in process improvement efforts across WEST, the vendor, PHSA and the HAs.
  • Solicit feedback from users on process design and effectiveness. Provide a summary of action plan for leadership to recommended improvements.
  • Support the development and standardization of provincial ITSM processes, procedures, and tools, including leading and participating in working groups representing WEST and the Health Authorities.
  • Support ongoing refinement of performance measures and outcome achievement by monitoring against defined metrics and objectives for WEST and the HAs.
  • Participate in process modeling meetings to effectively support business outcomes through requirements analysis and creates specific process workflow models based on IT Frameworks (e.g. ITIL/COBIT).

What you bring:
  • A level of education, training, and experience equivalent to a Bachelor's degree in Information Technology, or other related field plus a minimum of three (3) years' recent related experience in a large-scale enterprise environment designing, developing, testing, implementing and maintaining ITSM processes in an enterprise IT environment.
  • Information Technology Infrastructure Library (ITIL) certification.
  • Control Objectives for Information and Related Technology (COBIT) certification.
  • Experience with IT Service Management software suites such as HP Service Manager or Service Now.
  • Experience in reporting utilizing Crystal Reports, Business Objects, Tableau or similar.
  • Experience in an enterprise IT environment in the role of problem manager, incident manager, change manager, process analyst, or similar.
  • Business and systems analysis skills, including requirements gathering, development of use cases, transitions to operations, and end user documentation and training.
  • Outstanding written and verbal communication skills (technical and non-technical communication).
  • Working knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications.
  • Strong interpersonal and client interfacing skills. Ability to work within a team environment.
  • Strong attention to detail, troubleshooting, problem-solving, and analysis skill sets.
  • Ability to manage multiple priorities and work independently to achieve team goals.
  • Ability to develop, implement, measure and improve repeatable IT processes.

What's in it for you:

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.
  • Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth and development.
  • Access to more than 2,000 in-house training programs.
  • Enjoy a comprehensive benefits package, including municipal pension plan.
  • 12 annual statutory holidays with generous vacation entitlement and accruement.
  • Perks include onsite fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.

Job type:Regular Full-Time

Location:1795 Willingdon Ave. Burnaby, BC
Closing date:
Open until position is filled
Reference number:

Number of Positions: 3

About Us:

The Provincial Health Services Authority (PHSA) is part of the Provincial Health Services Authority (PHSA). PHSA provides specialized health services to British Columbians, including cancer care, organ transplantation, pediatrics, emergency services, mental health and substance use services. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose. Learn more about PHSA and our programs:

We hire on the basis of merit and encourage all qualified applicants to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, backgrounds and experiences. We strive to create a safe and welcoming environment where everyone can come to work and be their best, authentic self.

Health Care