Institutional Performance Analyst; Servicenow

Summary

This is a staff position that implements and maintains daily activities related to the Institutional Advancement and Performance Management (IAPM) function in an ongoing effort to increase customer satisfaction, reduce costs, and improve efficiency enterprise-wide. The Institutional Performance Analyst contributes to implementing moderate to advanced organization-wide institutional advancement and performance management improvement programs to deliver process improvement and standardization as directed.

The incumbent collects data and conducts analysis of moderate complexity regarding performance management initiatives including customer service surveys, key performance indicators (KPIs), metrics and scorecard data in support of service level agreements by utilizing Service Now enterprise platform capabilities; participates in organizational strategic planning and develops performance metrics policy and procedures; implements various performance improvement recommendations; and prepares periodic trending, audit and performance indicator reports.

This position assists with recommending and implementing moderately complex standards and provides recommendations for processes within the IAPM group in accordance with ITD policies and in support of achieving organizational certification goals; implements process improvements for corrective action; and develops and provides IAPM training programs enabling the workforce to achieve improvements in service delivery. The Institutional Performance Analyst provides active Service Now system administration for the IT Service Management (ITSM) system and tool sets including configuration, custom script development, workflow development, data management, record management, reporting, maintenance, and support administration.

The incumbent must have a good command of knowledge relating to industry-accepted frameworks such as ITIL.

This is an internal county-wide posting – only open to current Tarrant County employees.

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• Builds and implements the department’s institutional advancement and performance management improvement programs of moderate complexity leading to a positive and measurable impact on IT using industry accepted frameworks.
• Successfully plans, executes, monitors, controls, and closes all technical tasks related to configuration and implementation of all aspects of the Service Now platform.
• Develops processes with Service Now that improve customer experience in the Service Portals.
• Assists with research and design of appropriate organization-wide process and performance improvement by implementing consistent system workflow, standardization of service management processes, and quality training.
• Performs IT assessments and provides recommendations to build improvement plans and portfolios.
• Maintains the IT Service Management (ITSM) system including upgrades, enhancements, improvements, and ongoing care and feeding of the ITSM system of moderate complexity.
• Implements workflow, writes custom code, tailors screens, sets up reports, imports data and answers technical and application questions for the ITSM system and tool sets.
• Maintains the ITSM tool sets utilized enterprise-wide for the Institutional Advancement and Performance Management group.
• Assists manager with creating moderately complex comprehensive auditing and compliance reporting, KPIs and scorecards to drive process and performance improvement based on industry-accepted frameworks such as ITIL, etc. Assists and develops process improvements in support of achieving organizational certification goals.
• Develops, advises, coaches and teaches with respect to leading practices and improvement initiatives of moderate complexity for peers.
• Prepares, creates, verifies and validates all trending, metrics, KPIs, key results measures (KRM), and scorecard reporting and dashboards.
• Assists with setting and reinforcing standards and implementing processes within the process and performance improvement business function.
• Develops internal procedures for system use and operation in accordance with ITD policies. Develops and documents…