NVA

IT Service Management Business Analyst

About Us:

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them. NVA, a community of approximately 1,000 premier locations consisting primarily of general practice veterinary hospitals in addition to equine hospitals and pet resorts, and Ethos Veterinary Health, which consists of 145 world-class specialty and emergency hospitals, are rooted in a culture of compassion and innovation.

NVA and Ethos Veterinary Health’s innovative, collaborative approach underpins a shared commitment to delivering exceptional veterinary care. For more information, visit www.nva.com.

Job Summary

As the IT Service Management Business Analyst, you will play a crucial role in coordinating and optimizing IT service delivery processes.  This role will translate desired business requirements and outcomes to technical solutions with a focus on ITIL best practice and customer satisfaction. Responsibilities include but are not limited to the following:

Key Responsibilities

·         Administrative support of Service Management platforms such as ServiceNow, Happy Signals and CXone to support business needs with a focus on the customer experience.

·         Drive Service Management process design to ensure a positive, consistent user experience.

·         Coordinate key project implementation for Service Management teams, including requirements gathering, scoping, and ensuring projects are delivered on time.

·         Provide governance to Service Management processes.

·         Continuously evaluate and improve IT service delivery processes to enhance efficiency and effectiveness to drive customer satisfaction.

·         Provide process consultation services for business partners including use of the service management platform to achieve business goals and drive process improvements.

·         Maintain up-to-date documentation on IT service delivery processes and procedures.

·         Monitor and report on key performance indicators (KPIs) related to IT service delivery.

·         Generate regular reports for management, highlighting areas for improvement and adherence to KPI’s such as service level agreements (SLAs).

·         Compile data, generate reports and create tools to allow better monitoring of the overall department performance as well as individual performance through scorecard reporting. 

·         Be a change agent within the organization to lead transformation of our service delivery processes.

·         Strong understanding of ITIL principles, excellent organizational skills, and the ability to collaborate with cross-functional teams.

• Team player willing to pivot as needed support needs of the IT organization and our hospitals/resorts.
• Takes pride in accurate and timely metrics reporting and interpretation.
• Ability to work independently to drive projects.
• Takes pride in accurate and timely metrics reporting and interpretation.

·         Possesses ability to interpret data with a keen eye and understanding of the implications on the organization and sites we serve.

Minimum Qualifications

• 5+ years of service desk experience
• Experience with Service-Now, Admin Certification
• Minimum 5-7 years related experience or equivalent combination of education and experience.

Preferred Qualifications

• ITIL v3 (or 4) Foundations Certified 
• Bachelor’s Degree in IT related field, or equivalent
• Experience with CXOne/Nice Call Management Platform
• KCS Certification