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NVA

IT Service Management Business Analyst

National Veterinary Associates

Job Description

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


 
National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.
 
At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.
 
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
 
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
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This Job

Location:

Austin, Texas, United States

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