Service Management Analyst

Transcription

1 Principles Vision Purpose Statement Service Management Analyst healthalliance Purpose, Vision and Principles To be right behind better healthcare. Our role as provider of non-clinical services to the Northern Region DHBs includes Information Services, Staff Services (Payroll and HR Administration), Regional Internal Audit and to the National DHB Sector Finance, Procurement, and Supply Chain (FPSC). To be the recognised experts in making the health dollar go further. We will assist the health sector to spend wisely, enabling DHBs to direct money to frontline clinical services, by providing savings, automating processes, enabling efficiencies and standardisation. Partnership Developing lasting partnerships through collaboration, working to a common goal, facilitating joint solutions within our means, recognising and celebrating success, open communication to share knowledge and information. Respect for people We respect others by; developing trust by being open and honest, listening to and understanding others views, valuing everyone s contribution, celebrating diversity and have fun and enjoy what we do as a team. Integrity We show integrity by; leading by example, open, fair, honest and transparent in everything we do, courage to speak up and challenge when things don t seem right, act ethically and professionally at all times, can do, will deliver our promises, obligations and commitments. Delivering Results We deliver results by; delivering exceptional results through high performance teams, enhance the customer experience, continually improve and add value, being action orientated, responsible and accountable, providing consistent and reliable services. Energised by Innovation We are energised by innovation when we; encourage forward thinking ideas and challenge status quo, measure our performance and see it as an opportunity to learn and grow, creating positive change by developing smarter ways to work, empowering people to maximise potential. Our principles define the expected behaviour of all staff and guide us on the behaviours that are important to us as an organisation. They underpin the way we do things at healthalliance, defining how we strive to move towards our vision

2 This position description provides an indicative outline of the purpose and key responsibilities and tasks of the role. Title and Reporting Relationships Position title: Reporting to: Location: Service Management Analyst IT Change and Release Manager Penrose Purpose of the Role The purpose of this role is to support the Service Management framework which provides best practice for aligning IT with business needs for healthalliance and the northern region DHBs s operational activities to ensure that a fit for purpose state is maintained at the desired and agreed levels. This includes, but is not limited to: Change co-ordination - Providing on-going support and co-ordination of the ha IS Change management process and input to the implementation, enhancement and operation of the ha IS Change management process. Release co-ordination Responsible for the planning and coordination of all phases and activities involved in the release of a system or system update into the production environment. Facilitates release meetings and develops the release recommendation and release deployment plan based on input from multiple stakeholders within various portfolio teams. Identify priorities, conflicts, dependencies, and risks for the release and ensure plans are in place to mitigate those risks Process liaison- provide a point of contact for the ha IT Service Management processes. Lead service process improvements, making changes as agreed, and manage processes end-to-end so as to ensure optimal overall performance. Process audit responsible for auditing operational processes and staff actions to ensure desired standards and established practices and policies are being used Problem co-ordination - Responsible for reviewing problem trends and proactively taking actions to identify problems, analyse for root cause, identify known error and co-ordinate actions to remove errors. Key Relationships People and organisations both inside and outside of the company that this position would be required to manage relationships with. Internal Stakeholders healthalliance management healthalliance staff Stakeholder representatives External Stakeholders DHBs Service Providers and Key Suppliers Customer Groups - 2 -

3 Position in Organisation Business Application and Service Improvement Manager. Business Apps Team Leader Business Apps Team Leader IT Change and Release Manager Problem Analyst Problem Manager Service Management Analyst x3-3 -

4 Key Responsibilities and Tasks Expected Outcomes Change co-ordination Circulate all RFCs to CAB members in advance of meetings to allow prior consideration Decide which people will come to which meetings, who get specific RFCs depending on the nature of the RFC, what is to be changed, and people's areas of expertise Facilitate all CAB and CAB/EC meetings After consideration of the advice given by the CAB or CAB/EC, authorize acceptable Changes Identify the Forward Schedule of Changes (FSC) for changes Ensure the Change log is updated with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality Review all implemented Changes to ensure that they have met their objectives. Refer back any that have been backed out or have failed Review all outstanding RFCs awaiting consideration or awaiting action Close RFCs Identify and develop change improvement procedures in conjunction with the team and manager. Produce regular and accurate management reports on changes Changes are managed so that: The risk of harm to Customer s IT environment is minimised in respect to service availability and performance during or after a change. Only planned, documented and authorised changes occur, supported by impact and risk analysis supported with an implementation plan which includes full back-out plans and procedures Each change is managed within the agreed change windows. Effective measurement and reporting is produced Administration of Change management record keeping to allow for full auditing of Changes including risk assessment and approval details Manage Change Management process engagement with the key customer stakeholders to allow for risk analysis and acceptance of residual risk Engagement in the Incident management process to ensure Change management tracks and analysis Incidents caused by Change - 4 -

5 Release co-ordination Publish a build plan Publish a testing and deployment plans Conduct release plan reviews where necessary Participate in release control gates (as needed) Facilitate the development of installation scripts, configuration scripts, and roll back procedures. Identify and develop release improvement procedures in conjunction with the team and manager. Communicate release status and disposition Participate in CAB meeting Communicate release status Ensure software is secure in Definitive Software Libraries Participate in Post Implementation Review (PIR) Ensure that all Customer, support staff and Service Desk staff are trained and provided with the appropriate documentation and information where needed All releases are actively accepted into operations with agreed documentation, training and artefacts Appropriate security and privacy requirements are delivered Project managers and Operations staff are aware of release expectations and any exceptions are managed appropriately Effective measurement and reporting is produced There is on-going engagement with process stakeholders to measure and improve process effectiveness Releases are scheduled into agreed windows and managed with the DHB s

6 Problem Analysis Investigates assigned problems through to resolution or error identification Coordinates actions of others as necessary to assist with analysis and resolution actions for problems and Known Errors Monitors progress on the resolution of Known Errors and advises Incident Management staff on the best available Work-Around for Incidents related to unresolved Problems/Known Errors Identifies trends and potential Problem sources (by reviewing Incident and Problem analyses) Reviews the efficiency and effectiveness of the Problem control process Coordinates meetings to resolve problems Maintains inventory of problems under analysis and their current progress and status Follows up issues and progress with problem owners where necessary Identifies resources needed to resolve problems Assigns the Problem Owner Identify and develop problem improvement procedures in conjunction with the team and manager. Root causes of identified problems are documented and clearly understood Problems are resolved to a level where no repeat instances occur Problem root causes and actions are clearly communicated to key stakeholders. Effective measurement and reporting is produced Known errors are published, monitored, and managed when a permanent fix is provided. Incidents are actively monitored to ensure Incidents without root cause are assigned to problem tickets

7 Relationship Management Develop and maintain effective relationships with DHBs to foster and encourage collaboration. Develop and maintain effective relationships with other stakeholders to optimise the outcomes and mitigate risk to Finance initiatives. Quality business relationships are in place and demonstrable with DHBs Demonstrable relationships with other stakeholders visible in results Positive customer and stakeholder feedback recognising effectiveness and contribution Demonstrable working relationships and communication across the finance team visible in end to end focus and outcomes Maintain strong relationships across the Finance team to ensure and optimise an end to end approach. Be an effective change agent in the introduction of new initiatives. Professional Development Accept responsibility for own professional development. Annually agree professional development plan with your Manager. Development and training plans are in place Knowledge sharing among team members Spirit of co-operation with other work areas/departments is maintained Successfully complete formal training and share knowledge to upskill other team members. Liaise with all customers (internal and external) as required in a helpful and polite manner

8 Health, Safety and Wellbeing Support healthalliance health, safety and wellbeing culture and recognize individual responsibility for Workplace Health and Safety under the Health and Safety Employment in Act Support healthalliance health, safety and wellbeing culture by: Ensuring a safe working environment and safe working practices Planning, organising and managing Health and Safety activities directed at preventing harm in the workplace Reading and understanding healthalliance Health and Safety policies and relevant procedures and applying to own work activities Identifying, reporting & managing hazards where appropriate Assisting in identifying Health and Safety Representatives for your area General Consistently displays the principles of the organisation and holds staff accountable for their behaviour Adheres to and observes all organisational policies, methodologies and practices Other duties as required in addition to or as a result of changing circumstances, that contributes to achieving the purpose of the role - 8 -

9 Qualification, Experience and Training Requirements What is the typical background required to competently perform the responsibilities of the job? Essential is the minimum acceptable level for entry. Preferred indicates the desirable level, but may also expand on the nature, eg: industry related, level of previous supervisory experience. Essential Computer Related Tertiary Qualification or equivalent experience ITIL Foundation Certificate in Service Management 2 years experience in an ITIL process environment Strong knowledge of the SDLC process Preferred MCP or MCSE ITIL Managers Certificate 4 years experience in an ITIL process environment, working with large diverse teams. 2 years experience in the management of Change or Release Management processes. Competencies for the Role Strategic Agility Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and vision of possibilities and likelihoods; can create competitive and breakthrough strategies and plans. Process Management Total Quality Management Drive for Results Good at figuring out the processes necessary to get things done; knows how to organise people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can t; can simplify complex processes; gets more out of fewer resources. Is dedicated to providing organization or enterprise wide common systems for designing and measuring work processes; seeks to reduce variances in organization processes; deliver the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management of data; leverages technology to positively impact quality; is willing to reengineer processes from scratch; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes. Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results

10 Interpersonal Savvy Customer Focus Relates well to all kinds of people-up, down, and sideways, inside and outside the organization; builds appropriate rapport; build constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Is dedicated to meeting the expectations and requirements of internal and external customers; get first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gain their trust and respect. Note: The position needs to be reviewed by both parties annually. Signed as current and agreed: Manager Employee