ITSM Systems Analyst

Position: ITSM Systems Analyst

Job ID: 142503

Location: US-TX-Houston

Department: IS - Systems Integration

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   


We are searching for an ITIL Certified Senior Systems Analyst – someone who works well in a fast-paced setting. In this position, you’ll play a major role in developing ITIL solutions and implementing Service Design, Service Level Management, Service Catalog Management along with other ITSM frameworks. You will be designing and maintaining various ITSM processes.

Responsibilities :

Job Duties & Responsibilities


  • Identifies system or application needs
  • Analysis of current business practices, user needs and work flow processes
  • Document the clinical/business processes
  • Establish project governance and facilitates Steering and Work team meetings
  • Update/track project implementation plan
  • Develop, schedule and facilitate test plans for software, network, integration, user acceptance and parallel usage
  • Prepare and implement procedures for downtime, end-users, production, and help desk
  • Develop training programs and materials/documentation for all user types
  • Facilitates design analysis with users to determine configuration for the user interface
  • Specifies the design decisions in an accurate and testable manner for developers and database analysts
  • Analyzes clinical use of existing systems to identify problem to be resolved and defines system applications or process improvements
  • Determines, analyzes and formulates current practices, user needs and workflow processes, issues and potential solutions
  • Obtains relevant data/information. Analyzes, aggregates, assimilates, and validates data/information
  • 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.


Skills & Requirements


  • High school diploma or GED
  • Eight (8) years of major system design and implementation experience
  • Three (3) years of experience within an IT Service Management process role
  • 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
  • Demonstrated initiative to build relationships, learn new business processes and identify opportunities
  • Implementation experience for processes across all ITSM modules
  • Extensive experience partnering with stakeholders to ensure ITIL processes are adhered to and improved
  • Experience with ITSM Service Catalog, Asset and Configuration Management fundamentals and tracking
  • Strong team player, good analytical and problem-solving skills
  • Knowledge of current business practices and computing systems, interfaces, and Hospital standard software
  • A working knowledge of a variety of hardware and software environments and of the healthcare industry


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