Employment Type:
Full timeShift:

Description:
Defines, governs, and continuously improves operational processes, ensuring consistent execution, compliance with standards, and readiness for Managed Service Provider (MSP) enabled delivery within the Applications, Data Services, and Middleware service tower. This role owns data-driven process governance, reporting, and continuous improvement to support operational efficiency and leadership decision-making. Additionally, the Process Analyst partners with service delivery, service integration, ServiceNow/platform teams, security, architecture, PMO, vendor teams, and business stakeholders to keep processes practical, measurable, and auditable within the future operating model. Scope of responsibility includes, but is not limited to, processes supporting: Release management & coordination, Transition of new products or technology to support, and User Acceptance Testing (UAT) requirements and coordination.

Purpose

Responsible for the data capture, analysis & reporting of data information to assist the Trinity Health leadership team achieve operational efficiency. Responsible for auditing department information, producing reports & suggesting improvements to processes. Provides knowledge & expertise in the program, services & applications.

Note: “patients” refers to patients, clients, residents, participants, customers, members

Essential Functions 

Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Work Focus:

Research, collects & analyzes information. Identifies opportunities, develops solutions, & leads through resolution.

Collaborates on performance improvement activities as indicated by outcomes in program efficiency & patient experience.

Responsible for distribution of analytical reports. 

Process Focus:

Utilizes multiple system applications to perform analysis, create reports & develop educational materials.

Incorporates basic knowledge of Trinity Health policies, practices & processes to ensure quality, confidentiality & safety are prioritized.

Demonstrates knowledge of departmental processes & procedures & ability to readily acquire new knowledge.

Data Management & Analysis:

Research & compiles information to support ad-hoc operational projects & initiatives.

Synthesizes & analyzes data & provides detailed summaries including graphical data presentations illustrating trends & recommending practical options or solutions while considering the impact on business strategy & supporting leadership decision making.

Leverages program & operational data & measurements to define & demonstrate progress, ROI & impacts.

Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Functional Role (not inclusive of titles or advancement career progression)

The Process Analyst, Managed Service Delivery defines, governs, and continuously improves assigned IT operational processes, ensuring consistent execution, compliance with standards, and readiness for Managed Service Provider (MSP) enabled delivery. The role supports Trinity Health’s retained ownership of operational processes, approvals, policies, procedures, controls, and reporting across ITSM and related disciplines. In this role, the colleague serves as the subject matter resource for an assigned process domain, which may include incident, problem, change, request, release & deployment, knowledge, configuration / asset / CMDB, ServiceNow workflow, or audit / regulatory / legal support.  The Process Analyst partners with service delivery, service integration, ServiceNow/platform teams, security, architecture, PMO, vendor teams, and business stakeholders to keep processes practical, measurable, and auditable within the future operating model. Operates as a senior individual contributor with enterprise visibility.

Primary Responsibilities:

• Owns day-to-day administration and improvement of assigned IT operational processes and supporting controls.
• Defines and maintains process maps, SOPs, work instructions, RACI models, decision paths, and exception procedures.
• Partners with ServiceNow or other workflow/platform teams to align forms, queues, approvals, dashboards, and automation to process intent.
• Monitors adherence to process standards, policy requirements, SLA / KPI targets, and control expectations.
• Supports release and deployment activities such as calendars, change windows, go / no-go reviews, production readiness, and post-release follow-up when aligned to release management work.
• Provides hands‑on support to service delivery teams to resolve process execution issues during live operations.
• Supports audit, regulatory, legal, compliance, and evidence-collection activities when aligned to compliance-oriented assignments.
• Coordinates process issue remediation, corrective actions, and follow-through on audit findings, exceptions, and non-compliance items.
• Maintains process reporting, trend analysis, and service insights for leadership, governance forums, and provider reviews.
• Works with MSP / supplier teams to ensure execution aligns to Trinity-defined process requirements and documented handoffs.
• Supports transition, stabilization, training, and knowledge transfer activities for new tools, services, workflows, and operating model changes.
• Identifies opportunities to simplify, standardize, automate, and improve process execution across teams and services.

Process Analysis & Improvement

• Leads the assessment of existing IT processes, workflows, and service management practices to identify inefficiencies, risks, and improvement opportunities.
• Monitors adoption, usability, and adherence patterns and works with teams to address process friction.
• Conducts current‑state and future‑state process analysis, including gap assessments and root cause analysis.
• Applies industry best practices and frameworks (e.g., ITIL, Lean, Six Sigma, SDLC, Agile) to recommend scalable and sustainable process improvements.
• Approves or rejects deviations, exceptions, and proposed changes to assigned processes, escalating only when enterprise policy or risk thresholds are exceeded.

Process Design & Standardization

• Has decision authority over process definitions, standards, controls, and documented operating procedures within the assigned process domain.
• Designs, documents, and implements standardized IT processes that support service management, operational excellence, regulatory and audit requirements.
• Ensures assigned processes are designed to support multi‑vendor service integration, clear supplier handoffs, and retained organization accountability within Trinity Health. Defines process objectives, roles, responsibilities, input/output definitions, controls, and success metrics.
• Ensures consistency and integration across related IT processes and platforms and accountable for resolving cross-process collisions (e.g. change vs release vs incident)
• Ensures processes support end‑to‑end service delivery, not only ITSM control points.
• Validates operational readiness of processes prior to release, transition, or supplier execution.
• Recommend or approve retirement of obsolete processes.

Stakeholder Engagement & Leadership

• Partners with TIS service line leaders, service delivery managers, MSP leadership and service delivery leads, and business stakeholders to gather requirements and align process changes with strategic priorities.
• Facilitates workshops and working sessions to drive consensus on process design and adoption.
• Acts as a trusted advisor to IT Operations leadership on process optimization and maturity.

Governance, Risk & Compliance

• Leads recurring process governance forums or maturity reviews to assess adherence, performance trends, risks, and improvement priorities.
• Maintains a documented process roadmap aligned to operating model maturity.
• Ensures IT processes adhere to organizational standards, audit requirements, and applicable regulatory and compliance obligations.
• Identifies process‑related risks and define mitigation strategies in collaboration with risk, security, and compliance teams.
• Supports audits and reviews by maintaining clear, accurate, and up‑to‑date process documentation.
• Identifies systemic process risks or breakdowns and proactively escalates material concerns to service delivery and IT Operations leadership.

Metrics, Reporting & Continuous Improvement

• Defines and owns Trinity Health process health metrics, distinct from contractual supplier KPIs, to measure effectiveness, control strength, usability, and risk.
• Analyzes performance data and trends to recommend continuous improvement initiatives both internal to TIS and services provided by MSPs.
• Prepares executive‑level reporting, dashboards, and presentations communicating process performance and value.

Change Enablement & Adoption

• Supports the implementation of new or revised IT processes, including coordination with delivery, product engineering, and service delivery teams.
• Provides operational coaching to delivery and supplier teams to reinforce correct process execution.
• Contributes to change management activities to ensure successful adoption and minimal operational disruption.
• Develops training materials and conducts knowledge transfer sessions for impacted teams.

Culture, Process Maturity and Growth

• Promotes a culture of continuous improvement, standardization, and operational discipline across TIS.
• Supports the evolution of Trinity Health’s service integration (SIAM) maturity, enabling scalability across additional towers, suppliers, or value streams over time.
• Contributes to the ongoing maturity of the IT process framework and tooling ecosystem.
• Demonstrates consistent service performance, stakeholder trust, and effective supplier governance.

Minimum Qualifications

• Bachelor's degree in healthcare or information technology and a minimum of seven (7+) years of related experience or an equivalent combination of education, experience, and applicable certifications.
• Five (5+) years of experience in IT operations, IT service management, release management, ServiceNow administration/support, process governance, audit/compliance support, or operations analysis
• Experience owning, administering, or coordinating operational processes in a large, matrixed enterprise environment
• Experience with process documentation, workflow design, control evidence, reporting, and issue remediation
• Experience working across service desk, field services, infrastructure, application support, security, architecture, vendor/service provider, and business teams
• Experience in healthcare or other regulated-industry environments preferred
• Ability to manage complex problem solving and to consult/collaborate with all levels of an organization to develop solutions to achieve desired outcomes.

Additional Qualifications (nice to have)

Certifications (Preferred):

• ITIL
• ServiceNow certification
• COBIT or similar governance certification
• Lean Six Sigma
• PMP
• CISA, CRISC, or related audit / compliance certification

Domain Knowledge

• ITSM process disciplines such as incident, problem, change, request, knowledge, release, and configuration management
• ServiceNow or similar ITSM / workflow platforms, including forms, approvals, dashboards, queues, and process controls
• Process ownership concepts including RACI, SOPs, work instructions, exception management, and control design
• Release readiness, CAB / review boards, go / no-go decisions, change freezes, and production handoffs
• Audit support, regulatory response, legal / evidence handling, and issue-remediation tracking
• CMDB, asset lifecycle, knowledge management, and documentation standards
• KPI / SLA reporting, process performance analysis, and continual service improvement
• Healthcare compliance expectations relevant to privacy, security, accreditation, reimbursement, and regulatory review

Physical & Mental Requirements & Working Conditions (General Summary)

Direct Healthcare Services / Indirect Healthcare / Support Services:

• Exposure to conditions which may be considered unpleasant to sight, touch, sound & / or smell. Occasional
• Exposure to fumes, odors, dusts, mists & gases, biohazards / hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.).      Occasional
• Exposure to or subject to noise, infectious waste, diseases & conditions.     Occasional
• Exposure to interruptions, shifting priorities & stressful situations.      Frequent
• Ability to follow tasks through to completion, understand & relate to complex ideas / concepts, remember multiple tasks & regimens over long periods of time & work on concurrent tasks / projects.     Continuous
• Ability to read small print, hear sounds & voice / speech patterns, give / receive instructions & other verbal communications (in-person & / or over the phone / computer / device / equipment assigned) with some background noise.     Continuous
• Perform manual dexterity activities & / or grasping / handling.     Occasional
• Ability to climb, kneel, crouch & / or operate foot controls.     Occasional
• Use a computer / other technology.     Continuous
• Sit wi