Lead Systems Analyst - Problem Process Analyst

Cleveland Clinic Foundation   •  

Beachwood, OH

Industry: Misc. Healthcare


5 - 7 years

Posted 330 days ago

ob Summary:

The Problem and Major Event Coordinator is responsible for managing problems and major systems’ outages and events. He or she should have a strong understanding of ITIL principles, focused on core IT Service Management and/or ITIL functions including but not limited to areas such as problem management, incident management, change management, configuration management, service level management.
The Problem and Major Event Coordinator ensures that standardized methods and procedures are used for efficient and prompt handling of all system problems and major events in order to minimize the impact upon service quality and consequently identifies opportunities to improve the day-to-day operations of the IT organization.
Executes the Problem and Major Event process tasks in adherence with enterprise and local requirements
Escalates risks and issues to appropriate systems and process owners
Supports Problem and Major Event reporting (KPIs and customer SLAs)
Assists Process Owners in driving service management best-practice and ITIL process standardization including identifying and planning for Problem and Major Event Management process improvement projects
Conducts Post Resolution Review of critical problems and supports follow up of their activities together with Service Delivery Managers, Business Partners, and Leadership
Coordinates and manages the Problem and Major Event process activities across SLAs
Is responsible for the complete process adherence and handling of problems and events according to SLAs/OLAs
Is accountable for the delivery of Root Cause Analysis and problem resolution
Is responsible for acting as an escalation point to expedite problem resolution
Is responsible for providing regular feedback to executive councils
Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
Ensures that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered
Ensures quality of Known Error record and the Knowledge Database

Manages and leads automated system projects through all phases of the system development life cycle including the design, development, implementation, modification, planning, estimating, feasibility testing and evaluation of automated systems. Makes recommendations concerning all of the above. Provides input to the manager concerning software evaluations. Manages the routine support efforts, including balancing team assignments. Coaches and gives ongoing reviews of employee performance. Supports the continuous process of optimizing department resources. Provides best solutions to identified needs, meeting operational and business objectives, technology capabilities, and human resource requirements. Maintains the ongoing service relationships between the IT department and its direct application customers, and is a liaison to other departments and entities. Provides after-hours support.



  • Leads IT projects, including planning, obtaining customer input and projecting resource requirements.
  • Reviews system requirements with customers and translates requirements into specific functions or deliverables.
  • Analyzes flow chart processes and recommends ways to reduce steps and increase efficiency through use of technology.
  • Plans, schedules and manages multiple projects requiring computer resources including project scheduling.
  • Other duties as assigned.


  • Bachelor's degree in Information Technology/Computer Science, Health Sciences, Healthcare Admin or related field.
  • Or Associate’s degree and seven years recent experience implementing information systems may offset the Bachelor’s degree requirement 
  • Or Nine years of recent experience implementing information systems may offset the Bachelor’s degree requirement


  • None required.

Complexity of Work:

  • Understanding of networking/distributed computing environment concepts.
  • Understands principles of client/server configuration.
  • Excellent knowledge of messaging technology and project management skills.

Work Experience:

  • Four years system implementation experience, including directing, planning and scheduling a major information system project. For the Lead Clinical Analysts role, six years of relevant hospital or major medical center clinical experience and three years of recent experience implementing and supporting a major clinical information system required
  • Strong analytical, administrative, presentation, and project management skills are required
  • Must have strong communication skills (both written and verbal) and the ability to work independently.  

Preferred Qualifications:

  • ITIL or Problem Management Certification

Physical Requirements:

  • Requires the ability to sit and be stationary for prolonged periods of time, normal or corrected vision and manual dexterity sufficient to perform work on a personal computer.
  • Requires the ability to walk to various locations throughout the Foundation and to function in a stressful environment.