Service Management Process Analyst

Company Overview:

With an annual budget of $2.3 billion and more than 7,000 employees throughout the five boroughs, the New York City Department of Health and Mental Hygiene (NYC DOHMH) is one of the largest public health agencies in the world, serving 8 million New Yorkers from diverse ethnic and cultural backgrounds. We're tackling a broad range of public health issues with innovative policies and programs and getting exceptional results, but our work is never finished. The breadth of our innovative programs provides the widest range of choices for every member of our team.

With grant funds from the Centers for Disease Control and Prevention (CDC), DOHMH is undertaking a new initiative that will meet critical infrastructure needs and make possible strategic investments that will have lasting effects on public health. Investments and improvements through this initiative will help modernize DOHMH’s foundational capabilities and data infrastructure, enabling it to partner in complex health and health care environments and, in turn, support better public health outcomes, including COVID-19. This initiative supports larger efforts to rebalance investments in public health and more equitably serve communities and populations.

Program Description:

The agency is embarking on a data modernization initiative to accelerate its data strategy. During the COVID-19 pandemic, data was the life blood of the agency’s response to making informed data-driven decisions and policies that directly impacts the lives of New Yorkers. These included operational data in our vaccination campaign at the Vaccine Hubs, distribution strategy throughout the city’s vaccine infrastructure, as well as health equity data breaking down lab tests, positive cases, hospitalizations, deaths, and vaccination rates by age, place, and race. With grant funding support from the Centers for Disease Control (CDC), DOHMH is embarking on a data modernization initiative to move from siloed and brittle public health data systems to connected, resilient, adaptable, and sustainable systems. This initiative is not just about technology, but also about putting the right people, processes, and policies in place. 

NYC DOHMH’s modernization strategy focuses on key areas in data collection, storage, processing (including transformation, standardization, matching, deduplication), data integration and exchange, data analysis and data reporting and visualization

The DMI initiative will allow DOHMH to build up foundational technology capabilities within the Division of Information Technology. This includes increasing capacity, knowledge, and experience with Azure cloud technologies within the broader NYC cloud and cybersecurity infrastructure and all within the context of public health.

Summary of Position:

We are seeking a dedicated and analytical Service Management Process Analyst to join our team. This role is pivotal in ensuring the delivery of high-quality services by assessing, monitoring, and optimizing the performance of our service offerings. The Service Management Process Analyst will work closely with various teams to gather and analyze data, identify trends, and provide insights to enhance service quality and customer satisfaction. As part of this mission, the analyst will also collaborate with teams to review current processes, identify areas for enhancement, and collect requirements for optimization plans. In the initial phase, our focus is on revitalizing our inventory management, service ticketing system and service catalog.

Job Duties:

• Data Collection: Collaborate with relevant teams to gather data related to IT service performance, including operational metrics and customer feedback.
• Performance Monitoring: Continuously monitor and analyze service performance data to identify trends, anomalies, and areas for improvement. Conduct in-depth analysis of service performance data, generate reports, and provide actionable insights to management and teams.
• Service Metrics: Develop and maintain IT service metrics to provide real-time visibility into service quality.
• Process Development and Improvement: Work with teams to gather requirements, identify improvement areas, and document the workflows. Maintain comprehensive documentation to provide clear and thorough guidance for the IT processes.
• Customer Feedback: Analyze customer feedback to assess service quality and identify areas for improvement. Take the lead in reaching out to customers, when needed, for clarification of their feedback and issue resolution.
• Collaboration: Collaborate with cross-functional teams to ensure the alignment of service performance with business objectives.

Qualifications and Requirements:

• Proven experience in process analysis and requirements gathering, particularly in an operational management context.
• Proficient in Microsoft Office Suite, with a strong command of Excel, Word, and Visio. Ability to analyze and query data using SQL and/or Python is a plus.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Good organizational and planning skills, out-of-the-box thinking, customer-oriented mindset.
• Excellent communication – both verbal and written, and interpersonal skills to work with diverse teams and stakeholders.
• Familiarity with IT service management tools and methodologies is advantageous

Benefits:

• Hybrid Work Schedule. 
• Generous Paid Time Off and Holidays. 
• An attractive and comprehensive benefits package including Medical, Dental and Vision. 
• Flexible Spending Accounts and Commuter Benefits. 
• Company Paid Life Insurance and Disability Coverage. 
• 403 (b) + employer matching and discretionary company contributions. 
• College Savings Plan. 
• Ongoing training and continuous opportunities for professional growth and development.

Additional Information: 

• This is a temporary grant-funded position ending in November 2027.
• This individual must reside in the tri-state area (NY, NJ, CT) by their confirmed start date. 
• Preference may be given to individuals residing in New York City (5 boroughs) or surrounding New York State counties. 
• This individual will be expected to work non-business hours during emergencies.

At PHS, we place immense value on diversity within our teams, understanding that varied backgrounds and experiences significantly enhance our community and propel us toward our goals. If you find you don’t have experience in all the areas listed above, we still encourage you to apply and share your background and experiences in your application. We are eager to discover how your unique perspective can bring positive transformations to our team and help advance our mission of creating healthier, more equitable communities. 

We look forward to learning more about you! 

PHS is proud to be an equal opportunity employer and encourages applications from women, people of color, persons with disabilities, LGBTQIA+ individuals, and veterans.