Davita

Analyst II, Customer Experience Process (CCaaS/ServiceNow)

Davita$70K — $95K *
Brea, CA 92821In-Person
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • High school diploma, GED, or Associate's degree, or relevant experience
  • 2-4 years of IT and/or analytical experience
  • Proficiency with the ServiceNow ITSM platform
  • SKills in Microsoft 365 Suite
  • Experience with conversational technologies for contact centers
  • ITIL Foundations Certification required
  • Lean Six Sigma Yellow Belt preferred.

Responsibilities

  • Complete established tasks requiring discretion or advanced problem-solving
  • Collaborate with ServiceNow/CCaaS Admin teams on AI tools
  • Develop and maintain documentation and stakeholder communications
  • Perform analysis and translate data into compelling narratives
  • Lead discussions on Process activities through facilitation
  • Lead process improvement projects from identification to implementation
  • Act as a Subject Matter Expert on key ITSM processes
  • Coach and mentor junior analysts in specific areas of expertise
  • Leverage AI tools for quick and competent deliverables
  • Communicate effectively across different audiences
  • Participate in training and documentation delivery for stakeholders

Benefits

  • Comprehensive benefits including medical, dental, vision, and 401(k) match
  • Family resources, EAP counseling sessions, and access to Headspace®
  • Backup child and elder care, maternity/paternity leave
  • Professional development programs and on-demand virtual courses
Full Job Description
Posting Date
07/17/2026



Analyst II, Customer Experience Process - ServiceNow/CCaaS

General Purpose of the Job

An Analyst II of Customer Experience Process has an advanced understanding of all processes governed by CX Process Management, with a strong focus on ITSM practices within the ServiceNow platform. The Analyst II 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 ongoing operational management of conversational technologies for contact centers.

The Analyst II may perform regular assignments such as data analysis, responding to/actioning customer feedback, supporting system updates, and implementing improvements to internal processes and/or workflows using our support tools. The Analyst II leads, coordinates, and participates in projects, and reports to the Supervisor of Process Management.

Essential Duties & Responsibilities
  • Completes established tasks that may require discretion or more advanced problem-solving
  • Collaborates cross-functionally with ServiceNow/CCaaS Admin teams on AI tools including Nice Copilot, ServiceNow NowAssist, and future state voice agents
  • Develops and maintains documentation, training materials, and stakeholder communications to support the adoption and governance of ITSM practices
  • 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
  • Applies meeting facilitation skills to lead discussions on Process activities (e.g., Process Syncs)
  • Leads small-to-medium scale process improvement projects from identification to implementation, including gathering requirements, coordinating with stakeholders, and overseeing execution
  • Acts as a designated Subject Matter Expert (SME) on key ITSM processes, providing guidance and support to teammates and stakeholders to foster process maturity
  • Coaches and mentors junior analysts in area(s) of expertise, providing oversight on tasks and fostering skill development within the team
  • 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
  • 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
  • 2-4 years of demonstrated IT and/or analytical experience
  • Proficiency with ServiceNow ITSM platform
  • Skill with Microsoft 365 Suite
  • Experience with conversational technologies for contact centers


Certificates, Licenses, and Registrations
  • ITIL Foundations Certification Required
  • Lean Six Sigma Yellow Belt (Preferred)


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.


#LI-SM5

This position will be open for a minimum of three days.

For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

About Davita

Since 1992, HealthCare Partners has been committed to developing innovative models of healthcare delivery that improve our patients' quality of life while containing healthcare costs. Our strength is in our steadfast commitment to our guiding principle of coordinated care. Our physicians strive daily to bring the benefits of coordinated care to more than 575,000 managed care patients in California, who represent the diversity of cultures, socioeconomic groups, ages, and health statuses in the communities we serve.

DaVita Careers

Join DaVita, a leader in healthcare services, and become part of a company that values innovation, leadership, and a commitment to providing quality care. At DaVita, we offer a range of job opportunities that allow professionals to thrive in a culture that fosters growth and diversity.

Work You’ll Do

At DaVita, we are dedicated to a collaborative team environment where each member’s skills are valued and nurtured. Our focus on professional development and leadership training ensures that every team member can reach their full potential. Whether you are looking for a position in healthcare, administration, or support, DaVita offers a path for career advancement and personal growth.

Innovate and Lead

Join a team where innovation is at the heart of everything we do. DaVita is committed to leading the healthcare industry by adopting new technologies and practices that improve patient care. Our leadership in the healthcare sector is driven by a commitment to operational excellence and continuous improvement.

Explore Job Opportunities and Internships

DaVita offers a wide range of employment opportunities and internships that provide hands-on experience and the chance to make meaningful contributions. From clinical roles to corporate positions, our company is looking for passionate, curious, and driven individuals. Explore where your career can take you with DaVita.

Grow Your Career

With DaVita, you are encouraged to grow both professionally and personally. Our benefits package is designed to support our team members’ health, well-being, and financial growth. We believe in nurturing our employees' careers with robust training programs, including diversity training and skills development workshops.

Be Part of Our Culture

At DaVita, we pride ourselves on a workplace culture that promotes diversity and inclusion. We believe that a diverse team inspires innovation and enhances our ability to provide top-notch care. Our employees enjoy a supportive network that fosters open communication and continuous learning.

Join Our Team

Search open positions that match your skills and interests. We are looking for creative, solution-driven team players who are passionate about making a difference. At DaVita, you’ll find a community where you can build a rewarding career.

Stay Connected

Keep up to date with the latest in career opportunities at DaVita. Personalize your job search and receive alerts about new positions that align with your career goals. Stay ahead with insider perspectives and industry-leading insights—all from the people who work here.

Networking and Professional Development

Engage with a vast network of professionals and take advantage of networking opportunities that can lead to valuable career advancements. At DaVita, we encourage our team members to connect, share, and learn from each other to enhance their professional and personal development.

Interview and Resume Tips

Prepare for your future with DaVita by accessing resources that help you craft your resume and hone your interview skills. Our hiring process is designed to identify and attract individuals who are ready to make a significant impact in the healthcare industry. Join DaVita today and be part of a company that is as dedicated to its employees as it is to its patients. Explore the possibilities and find out how you can contribute to our mission of providing exceptional care.
Learn more about Davita
Size
69,000 employees
Market Cap
$6.6 billion
Industry
Net Income
$773.6 million
Founded
1992
5 Year Trend
+1.6%
Revenue
$11.5 billion
NASDAQ

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