Job Description

Requisition #

19-1022

Hours Per Week

40

Location

1515 N Rivercenter Dr-WI501

City

Milwaukee

State

Wisconsin

Job Description / Requirements

OVERVIEW
HSA Bank is a trusted leader in consumer-directed healthcare (CDH), focusing on Health Savings Accounts (HSAs) for over two decades and serving as both the bank and administrator. Discover how we can support your benefits strategy with our comprehensive account-based health benefit solutions that include HSAs, Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), and Commuter Benefits. With a reputation for outstanding service and thought leadership in the CDH space, we offer one platform and one portal for all of our members. HSA Bank inspires nearly 2.5 million members and more than 35,000 employer groups to own their health by making it easy to access, understand, and afford healthcare. As of December 31, 2017, HSA Bank had $6.3 billion in total footings comprising $5 billion in deposit balances and $1.3 billion in assets under administration through linked investment accounts. HSA Bank is a division of Webster Bank, N.A., Member FDIC.

POSITION SUMMARY
The IT Metrics Data Analyst is responsible for external reporting on HSA Bank SLAs, internal reporting for required information and/or metrics. This position is responsible for proactively leveraging this data, incidents and system information to a) identify, b) prescribe and c) predict based on the data analysis opportunities for improvements.
The IT Metrics Data Analyst assists the Change Manager during absences and/or conflicts. This requires the position to understand, facilitate and execute the Change Management functions necessary to support the bank.
* Executes the Change Management process tasks in adherence with global and local requirements
* Coordinates and manages the Incident Management process activities across departments and ensure meeting SLAs
* Escalates risks and issues to the IT Service Delivery Manager
* Supports IT reporting (KPIs and customer SLAs)
* Assists the Incident Management in ensuring consistent end-to-end application of the Incident Management process
* Drives the execution of the Service Level Management process
* Is responsible for the complete process adherence to SLAs
* Design appropriate metrics for reporting on key performance and quality indicators in relation to IT, particularly in terms of in-depth trend analysis
REQUIREMENTS:
* Minimum 4 years' experience in Service Delivery.
* ITIL certification or relevant experience with ITIL implementations required.
* Experience with ServiceNow Preferred
* Solid leadership and communication skills (written and verbal)
* Proven ability to work in a high pressure, client facing environment.
* Solid problem solving skills; must be detailed and results oriented.
* Strong time management/planning skills, must be able to allocate resources for a 24x7 on call support environment

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Application Instructions

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