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Sr Analyst, IT Ops Services

hace 2 semanas

Provincia de Cartago, Costa Rica Edwards Lifesciences A tiempo completo

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. For more than 60 years, we have established a remarkable track record around that innovation: Work that enables clinicians around the world to enhance and save lives. We are experiencing massive growth, and this is your opportunity to make a big impact.

The Sr. Analyst will be responsible for managing, implementing and facilitating the end to end process and the resolution of major incidents reported through IT including the ServiceNow platform including problem management and root cause analysis. This position requires excellent facilitation, communication, problem-solving, and analytical skills to provide efficient and effective support to internal IT team members and stakeholders. The Sr. Analyst will collaborate closely with technical teams, stakeholders, and customers to ensure timely resolution of major incidents.

**Key Responsibilities**:

- Develop, create, and implement IT processes and policies as it relates to major incidents, problem management and root cause analysis.
- Coordinate, receive, document, and manage major incidents reported across IT; communicating with stakeholders and customers regarding incident status, resolution follow up actions.
- Analyze and prioritize incidents based on urgency and impact.
- Acts as the main point of contact/SME for major incidents, problem management and root cause analysis; collaborating with technical teams to resolve incidents and restore services.
- Maintain incident records and documentation in the ServiceNow platform.
- Develop and maintain key performance indicators, dashboards, and metrics.
- Identifies opportunities for process improvements. Other duties as assigned by Leadership

**Education and Experience**:

- Bachelor's degree in C omputer Science, Information Technology or Related Field.
- 4 years' experience previous related experience required.
- Certification Major Incident Management (preferably).

**Additional Skills**:

- Experience working in a FDA regulated environment.
- Intellectual Skills: Analytical, detail-oriented, organized and an information seeker.
- Interpersonal Skills: Adaptable, collaborative, ethical, persistent, effectively manages stress and a team player.
- Must possess good written and oral communication skills.
- Must be able to establish and maintain effective working relationships with IT staff.
- Ability to use Microsoft Excel, PowerPoint and Word.
- Excellent written and verbal communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectives.
- Familiarity with Agile and DevOps methodologies, Service Level Management and Service Request Management, and ServiceNow modules (e.g.: service catalog, change management and problem management).
- Experience with IT service management tools and technologies.
- Knowledge of ITIL incident management processes and procedures.
- Strong customer service orientation and attention to detail.
- Excellent organization and time management skills.
- Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.

About Edwards Lifesciences

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world’s leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 18,500 individuals worldwide.

For us, helping patients is not a slogan - it’s our life’s work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life.

COVID Vaccination Requirement

**For United States Applicants Only**:
Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.

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