Lead, Itsm

Your Future Evolves Here Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered Our pursuit of this mission is the driving force that brings us to work each day We believe in embracing new ideas challenging ourselves and failing forward We respect and celebrate individual talents and team wins We have fun while working hard and Evolenteers often make a difference working in everything from scrubs to jeans Are we growing Absolutely and Globally In 2021 we grew our teams by almost 50 and continue to grow even more in 2022 Are we recognized as a company you are supported by for your career and growth and a great place to work Definitely Evolent Health International Pune India has been certified as Great Places to Work in 2021 In 2020 and 2021 Evolent in the U S was both named Best Company for Women to Advance list by Parity org and earned a perfect score on the Human Rights Campaign HRC Foundation s Corporate Equality Index CEI This index is the nation s foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ workplace equality We recognize employees that live our values give back to our communities each year and are champions for bringing our whole selves to work each day If you re looking for a place where your work can be personally and professionally rewarding don t just join a company with a mission Join a mission with a company behind it What You ll Be Doing Lead Analyst ITSM Lead Analyst ITSM at Evolent serves as an experience individual who would support in leading ITSM initiatives across the Enterprise IT landscape Individual would be responsible to drive initiatives with the team and act as SPOC for queries and escalations alongside oversee operational activities for ITSM including but not limited to Change Problem Service Level and Incident Management practices Collaboration opportunities Within this position you will get an exposure to collaborate with the world class global team and utilize best in class tools to solve complex business and technical problems while collaborating with diverse technology and business staff across the organization What you will be doing Our Global Service Delivery team is looking for a Lead Analyst ITSM who can support mentor and lead initiatives towards IT Service Management practices i e Incident Change Problem and Service level management etc The role desire is to oversee operational responsibilities within IT business functions with an ability to implement strategies and maximizing the IT landscape in achieving high standards and sustainability within the organization Responsibilities Support key ITSM processes for Enterprise IT Production Operations Establish and chair Steering Group Reviews with the stakeholders and executives demonstrate forthcoming initiatives Mentor and support service management team and act as first point of contact Create reports presentations and demonstrate on improving processes using strategic thinking principles Interface with other teams Development Delivery to ensure joined up and coordinated strategy to meet service management goals and objectives Serve as the key escalation point for service-related issues providing leadership and guidance during critical incidents Oversee process to ensure the Service Level Agreements SLAs and supporting Operating Level Agreements OLAs are developed published and followed Foster a collaborative results-oriented team culture focused on continuous improvement and customer satisfaction Drive continuous service improvement by analyzing process data identifying inefficiencies and implementing corrective actions Work with individual to drive agile mindset and coach them towards building Sprint backlog with groomed stories Managing and driving agile meeting s i e Daily stand-up meetings Sprint Planning Backlog refinement meetings with an objective of iterative and time boxed delivery Work with individuals to explore and implement automation capabilities across ITSM processes Develop framework and serve as a facilitator of audits and assessments to ensure processes and services are fit for purpose and support the mission Additionally Process Ownership oOverseeing operation and continuously improving IT service management processes such as incident problem change and knowledge management oService Delivery Performance oManaging and driving agile meeting s i e Daily stand-up meetings Sprint Planning Backlog refinement meetings with an objective of iterative and time boxed delivery oOverseeing the delivery of IT services monitoring performance through key metrics KPIs and ensuring adherence to service-level agreements SLAs oDrive continuous service improvement by analyzing process data identifying inefficiencies and implementing corrective actions oGuiding IT support teams fostering a culture of customer focus and ensuring effective service delivery Mentor and support service management team and act as first point of contact oServe as the key escalation point for service-related issues providing leadership and guidance during critical incidents oLeveraging tools and technologies including automation and AI to streamline workflows and improve operational efficiency oReporting Governance oTracking delivery performance reporting on key metrics and ensuring IT services adhere to governance requirements and industry best practices Experience Must Have Strong analytical and problem-solving abilities to implement effective solutions A strategic and creative mindset with the agility to manage daily operations and set long-term goals big-picture strategy 10 years of relevant experience in IT Service Management or in equivalent role Self-starter and Team player who can handle pressure and meet timelines Detail-oriented organized and able to work independently to prioritize and execute tasks Ability to build trust and form effective relationships with team members and stakeholders Proficient understanding of ITIL ITSM framework Experience working with global and remote teams preferably in healthcare industry Familiarity with JIRA and collaboration tools such as Confluence and SharePoint Willingness to work in Shifts 2 30 PM IST till 11 30 PM IST and support on-calls during weekend and during public holiday or as and when required Nice to have Advance technical knowledge on virtual machines Database automation anywhere DevOps functionalities Proficiency in Artificial Intelligence AI and automation tools Strong Business Relationship Management BRM capabilities for aligning IT with business goals Experience with knowledge management systems and innovation Commitment to continual learning and agility to adapt to a rapidly changing tech landscape Proficient towards demonstrating emotional intelligence Certification on Scrum Master and Product Owner Understanding of Power BI LI-remote Mandatory Requirements Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work These requirements may be updated as needed by the business Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race color religion sex sexual orientation gender identity national origin veteran status or disability status