OverviewUnityPoint Health is looking for an
IT Service Provider Management Analyst Senior to join our team! This role ensures effective oversight and continuous improvement of IT service provider relationships. Key responsibilities include analyzing performance data, maintaining governance documentation, and delivering reports to IT leadership. The role collaborates with internal stakeholders and service providers to uphold contractual obligations and advance operational excellence across the department.
Hours: Monday-Friday 8am-5pm
Location: Remote - applicants must reside within the UPH footprint of Iowa, Illinois, or Wisconsin.
ResponsibilitiesStrategy:- Support the Sr. Director and IT leadership in implementing strategies for service provider performance management and continuous improvement.
- Contribute data-driven insights to inform sourcing and governance strategies.
Operational Excellence:- Collect and validate IT Service Provider performance data against contractual commitments.
- Track service quality trends and highlight deviations from expected performance.
- Maintain accurate records of service provider performance and escalation outcomes.
- Provide analysis to support continuous improvement discussions with IT Service Providers.
- Assist in managing escalations by gathering root cause information and tracking resolution progress.
MSP Governance & Oversight:- Develop and maintain dashboards, scorecards, and reports for IT leadership and governance forums.
- Assist in analyzing costs, quality, and service delivery data to identify areas for improvement.
- Support preparation of materials for Quarterly Business Reviews (QBRs) and performance briefings.
- Ensure data used in reporting is complete, accurate, and consistent with organizational standards.
- Track and maintain the Deliverable and Obligations (D&O) tracking mechanism and process
Resource & Financial Management:- Assist in analyzing financial and resource data related to service provider performance.
- Support cost analysis and reporting to identify opportunities for optimization.
- Collect and validate invoice details and support financial reporting.
Process & Document Management:- Maintain contract files, governance records, and service provider documentation in the IT Governance Library.
- Assist in creating process documentation, templates, and tools to standardize service provider management practices.
- Ensure documentation of escalations, resolutions, and improvement actions are accurate and current.
- Draft contract changes per technology requests in accordance with UnityPoint Sourcing standards.
Relationship Support:- Provide coordination and analytical support for service provider governance forums and meetings.
- Assist in tracking and following up on action items with service providers and internal stakeholders.
- Support contract changes and renewals.
- Educate UnityPoint IT members on IT Service Provider operational obligations and manage issues related to the contract.
QualificationsEducation:- Bachelor's degree required; equivalent education and work experience will be accepted only if previous experience applies to specific systems.
Experience:- At least five years of experience in IT operations, financial analysis, or resource management including experience with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and performance reporting.
- Foundational knowledge of IT Service Management (ITSM), outsourcing, or vendor governance practices.
Knowledge/Skills:- Strong organizational and documentation skills.
- Ability to work independently and as part of a team.
- Strong communication and collaboration abilities, especially with IT leadership and Finance teams.
- Strong written and verbal communication skills, including the ability to prepare clear reports for leadership.
- Proficiency with financial reporting tools, dashboards, and visualization platforms (e.g., Excel, Power BI).
- Strong analytical skills and detailed knowledge of performance measures and the impact on organizational performance.
- Proficiency with reporting tools, dashboards, and visualization platforms (e.g., Excel, Tableau, Power BI, ServiceNow).
- Familiarity with contract management concepts.
- Project Management and negotiation skills.
