ITSM Analyst

Minneapolis, Minnesota
Jan 24, 2017
Mar 28, 2017
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.




At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.



Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.




Position Description

This position plays a leading role in the administration, configuration and management of Information Technology Infrastructure Library (ITIL) processes. This team member works closely with IT and the business to develop sound ITIL-based processes and procedures that fully support and add value to our business.Specific duties and responsibilities include:  

Enhance, formalize and standardize ITSM processes and procedures

Collaborate with decision makers, systems owners, and end users to define business and operations requirements and systems goals. 

Analyze incident, problem and change data to create meaningful reports. 

Perform continuous service improvement activities.

Develop timeframes for process changes in order to support company objectives and business goals.

Perform follow-up activities associated with major outages and problem management. 

Responsible for organizational incident, change and planned outage communications. 

Ensure that methodologies/processes are standardized and utilized for all forms of ITSM.

Build an understanding of Service Management service level agreements/key performance indicators, and work to ensure they are minimally affected by changes. 

Communicate process changes, enhancements, and modifications - verbally or through written documentation - to management, staff, and other employees so that issues are well understood as they are resolved. 

Collaborate with other IS staff to guide Service Management best practices. 

Other projects and duties as assigned.


Bachelors degree in Computer Science; demonstrated experience may be considered in lieu of degree. 

Required Experience

Proven experience with ITSM practices, process flow analysis, and methodology development. Experience overseeing the design, development, and implementation of ITSM practices, facilitation programs and process review. Able to document change control procedures in a user-friendly language.

Preferred Experience

Experienced in developing and implementing ITIL processes such Problem Management, Access Management, Configuration Management, Change Management, Incident Management, CMDB and Release Management. Experience is health care or managed care. Demonstrated experience using service intake tools such as ServiceNow.


UCare is proud to be a recognized Star Tribune Top Workplace for the 7th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.


As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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