Analyst, 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 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:

Analyst ITSM at Evolent serves as an individual, who would support ITSM initiatives across the Enterprise IT landscape. Individual would be responsible to support operational activities for ITSM including, but not limited to, Change, Problem, Service Level, and Incident Management practices.

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.

Our Global Service Delivery team is looking for an Analyst ITSM who can support IT Service Management practices i.e., Incident, Change, Problem and Service level management etc. The role desire is to manage operational responsibilities within IT business functions with an ability to adapt and explore new opportunities and implement strategies towards maximizing the IT landscape in achieving high standards and sustainability towards an organization.

Responsibilities:

• Support key ITSM processes for Enterprise IT Production Operations.

·       Promote and champion the benefits of Incident, Problem, Change Request, Knowledge Management, CMDB and other IT Service Management processes.

• Support peers in preparation of standard operating procedure documentation with best practice pointers.

• Identify new processes and technical alternatives to resolve problems and/or implement continuous improvement solutions in coordination with colleagues.

• Enhance skill which can enable individual to deliver training on new and updated ITSM processes.  

• Adhere to and advocate all requirements of IT Policies and Procedures.

• Contribute to enterprise projects ensuring milestones are delivered on time and with high-quality.

• Collaborate infrastructure upgrades, modifications, and deployments alongside driving root cause analysis on infrastructure problems and resolution plans.

• Coordinate problem resolution across internal support groups, project teams, vendors etc., escalate issues as needed to overcome roadblocks while accelerating the problem resolution lifecycle Identifies operational, procedural, and technical opportunities to promote effective ITSM continuous improvement.

• Drive service impacting and escalated incidents across the board, collaborate with cross functional teams for early restoration. Produce Incident report within 24 hours of incident resolution.

• Triage Change request with high accuracy alongside chair CAB calls to review the changes.  

• Work towards streamlining the backlog and escalate as and when needed.

·       Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed and followed

·       Ensure performance measures and consistent report metrics are followed

·       Participate in creating reports, presentations to improve processes.

• Willing to work in shifts and support on-calls during weekend and during public holiday.

Shift timings – 14:30 – 23:30 Hrs IST

Experience:

• Bachelor's or master's degree in information technology, Computer Science, or a related field.

• 2-5 years of experience in IT Service Management or in equivalent role.

• Basic experience and understanding in process automation, best practice approach, technology efficiency, and effectiveness.

• Self-starter and Team player who can handle pressure and meet timelines.

• Good communication, analytical and critical thinking skills.

• 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. 

To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID. We conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored. Misrepresentation will result in immediate disqualification from consideration.

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.

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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.