Analyst I, Customer Experience Process (ServiceNow)

About the role

The Analyst of Customer Experience Process supports the HRSD module of ServiceNow, performing operational oversight and governance work via audits, driving process improvement, analyzing data, and assisting with project support.

Responsibilities

• Completes operational oversight & governance work via Process audits across supported ITSM practices (Knowledge, Incident, Catalog/Request, Problem)
• Drives process improvement by liaising with customers to troubleshoot and refine ServiceNow workflows
• Performs analysis and translates data into compelling narratives
• Leverages available resources, including AI tools, to produce ad-hoc deliverables
• Communicates effectively across different audiences and multiple mediums
• Develops skills in meeting facilitation by leading discussions on Process activities
• Assists with ongoing projects under the guidance and supervision of Process Management leadership or Senior Analyst

Requirements

• High school diploma, GED, Associate’s degree, or relevant related experience
• 1-3 years of demonstrated IT and/or analytical experience
• Familiarity with ServiceNow ITSM platform
• Microsoft 365 Suite proficiency
• ITIL Foundations Certification (Preferred)

Qualifications

Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

Benefits

Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

Pay

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits.

Schedule

The normal work routine involves no exposure to blood, body fluids or other hazardous conditions. Physical requirements can vary based on the position.