ITSM Systems Analyst

Position: ITSM Systems Analyst

Job ID: 142503

Location: US-TX-Houston

Department: IT Service Management

Talent Area: Information Services

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 8a - 5p

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.   Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, a second community hospital opening in 2017. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.   To join our community of 13,000 dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at   


Are you ITIL Certified and have experience with ITSM Service Catalog?  We are searching for a Senior Systems Analyst – someone who works well in a fast-paced hospital setting. In this position, you’ll have a major role in developing business solutions by investigating processes to understand data and communications flow with individual tasks and transactions within the Integrated Delivery System.

Responsibilities :

  • Works with cross functional teams that contribute to the definition of the processes, standards, and methodologies, their adoption and governance
  • Assists with adherence by all Lines of Business to the IT Service Management enterprise policies, standards, processes, procedures and guidelines for all ITIL processes
  • Identify integration points with other processes. Ensures all integrated processes are fully documented and understood
  • Participates in ensuring analyses of data, establishment of new governance metrics, KPIs, and additional reporting
  • Extensive experience with partnering with stakeholders to ensure ITIL processes are understood, adhered to, and improved
  • Interpret metrics and participate in the development of appropriate actionable plans for the definition of a new and/or improvement of an existing ITIL process. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria


  • High school diploma or GED
  • Position requires 8+ years of IT and business industry work experience, with at least 3+ years working within an IT Service Management process role
  • Individual with extensive experience in design, adoption and governance of all IT Service Management processes like Incident Management, Knowledge Management, Asset Management, Configuration Management and Change Management
  • Experience with ITSM Service Catalog, Asset and Configuration Management fundamentals and tracking
  • Strong team player, good analytical and problem-solving skills
  • Demonstrated initiative to build relationships, learn new business processes and identify opportunities
  • Implementation experience for processes across all ITSM modules


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