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 differenceworkingin 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:
• •Overseeing operation and continuously improving IT service management processes, such as incident, problem, change, and knowledge management.
• •Service Delivery & Performance:
• •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
• •Overseeing the delivery of IT services, monitoring performance through key metrics (KPIs), and ensuring adherence to service-level agreements (SLAs).
• •Drive continuous service improvement by analyzing process data, identifying inefficiencies, and implementing corrective actions
• •Guiding 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
• •Serve as the key escalation point for service-related issues, providing leadership and guidance during critical incidents.
• •Leveraging tools and technologies, including automation and AI, to streamline workflows and improve operational efficiency.
• •Reporting & Governance:
• •Tracking 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

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.