PMO BUSINESS ANALYST 3 - KPI / SLA

UW MEDICINE IT SERVICES has an outstanding job opportunity for a PMO BUSINESS ANALYST 3 - KPI / SLA position.

WORK SCHEDULE

100% FTE - 40 hours per week

Day Shift - UW MEDICINE ITS SERVICES CORE HOURS ARE 07:00 - 16:00 (PST), Monday-Friday

POSITION HIGHLIGHTS

Working with Leaders, Project Managers, Technical Analysts, and customers to ensure that the technical solutions implemented by ITS consistently meet the needs of our customers.

Develop and help implement strategic initiatives for improved efficiency and productivity.

Responsible for documenting and maintaining the services IT Services provides and driving the SLA/KPI practice for IT Services under the direction of leadership.

Communicates responsibilities and expectations to leaders and team members, managing daily work assignments.

Identifies and manages issues, risks, and decisions, ensuring quality deliverables and outcomes.

DEPARTMENT DESCRIPTION

UW Medicine IT Services (ITS) is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

PRIMARY JOB RESPONSIBILITIES

You function as the SME to define and maintain the services IT Services provides for customers.

You define metrics and data flow to capture the metrics.

You own the SLA/KPI dashboard, including requirements, audiences, and refinements/improvements definitions.

You function as SME while working with business users to define and document business cases for IT project requests, including clear definition of business needs, alignment to strategic objectives, benefits, and KPIs.

You lead and facilitate requirements meetings to perform requirements analysis and develop/document/validate technical solutions.

You partner with Lead, Sr. PMO Business Analyst to develop and then maintain tools, templates, standards, and reports to support Business Analyst functions.

You define the level of services required, identifying and documenting the metrics by which those services will be measured, and the process that will be followed when services fall below negotiated levels.

You create a framework for process improvement initiatives to support SLAs and KPIs, including prioritization and visibility of execution, defining and leading the process improvement work to create the right measures with the right data as well as to improve processes leading to better execution of services.

You partner with Lead, Sr. PMO Business Analyst to drive the ITS PMO Business Analyst function while helping to mature the Business Analyst function within the PMO.

Under direction from leadership, you own the SLA/KPI roadmap and maturation including adding or refining metrics in a phased approach

You provide leadership to PMO Business Analysts (Levels 1 and Level 2) by motivating team members to meet goals, adhering to their responsibilities and PMO as well as team standards and practices.

REQUIRED QUALIFICATIONS

Bachelor's degree in a healthcare-oriented profession, a technology field, a business-related field, or other discipline that demonstrates analytical or communications abilities, or related field or equivalent education and/or experience.

4+ years of overall experience to include the below.

Executing progressively more complex business analyses within an information technology environment including scope definition, requirements gathering, performing cost/benefit analysis, business process re-engineering, etc.

Demonstrated experience with a variety of research and analysis techniques, ideally including a mix of both quantitative and qualitative methods for understanding and documenting end-user and business owner requirements.

Proven customer service orientation with a history of strong business partnerships and delivering high quality products on time.

Experience in process improvement and standards development.

Demonstrated ability to lead, facilitate, and participate in cross-functional, cross organizational work groups to implement projects or organizational changes.

In depth understanding and working knowledge of various software development and service management methodologies/concepts (e.g. Agile, Kanban, ITIL, Waterfall).

Knowledge of healthcare clinical and administrative information systems applications.

Ability to apply financial concepts such as Total Cost of Ownership (TCO) and Return on Investment (ROI) in practice.

Knowledge of the industry standard Business Analyst best practices (e.g., IIBA BABOK).

CONDITIONS OF EMPLOYMENT

This is an Information Technology deadline-driven work environment.

The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.

Must coordinate projects without direct supervisory authority.

Must work within the constraints of multiple technical environments.

The individual in this position must learn many organizational structures and cultures and continually foster collaboration.

Ability to communicate effectively in English, both verbally and in writing.

ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCARE

UW Medicine is Washington's only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine's mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists, and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student, and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

Become part of our team. Join our mission to make life healthier for everyone in our community. #monster

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at [redacted] or [redacted].

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.