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IS Lead Analyst - ITSM Requisition ID 2024-53381 Category Information Technology Overview Focusing on the overall Service Management ecosystem, leads the analysis of both business and technical requirements for mission-critical IT services across the enterprise. Makes recommendations for design, implementation, and areas of improvement to ensure efficient and effective operations of information systems. Why Nationwide Children's Hospital? The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose. Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission. We're 16,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere. Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere. Nationwide Children's Hospital. A Place to Be Proud. Responsibilities Consults with IS Leadership, Management, and team members to provide recommendations and strategic direction for design, development, implementation, and continuous improvement of ITSM processes and tools. Establishes development, system, and process standards across the Service Management platform. Proactively monitors and analyzes system performance to detect and resolve system issues. Performs regular impact analyses on proposed process and technical changes. Considers relationships between processes and technical functionality. Assesses the benefits of out-of-box functionality over customized solutions. Investigates and makes recommendations for complex requests or business needs involving the introduction of a new process or system functionality. Participates in sprint and release management, regularly attending development standup meetings, assisting with development resource management, testing, prioritization, and backlog cleanup. Reviews, contributes, and manages Service Management process and platform roadmaps. Assesses release notes for ITSM tool upgrades and patching, gauging impact and making recommendations for adoption. Performs research and analysis of pipeline features and capabilities of the ITSM system, making recommendations for roadmaps and budget planning. Sets the example and provides leadership when working and meeting with other IS staff in functional or cross-functional teams to meet goals, objectives, and responsibilities. Meets with IS teams regularly to seek process and platform feedback. Reviews the big rocks of IS and individual IS teams to understand the impact on Service Management processes. Audits ITSM process compliance, making recommendations for department-wide and/or targeted training. Leads the team on larger, complex projects involving cross-functional departments, high impact to customers, and large budgets. Provides leadership, mentoring, support and training to process managers and developers on information sy