• IS Performance Analysis Consultant

    Baylor Scott & White Health (Dallas, TX)


    Job** **Summary

    The Performance Analysis Consultant supports the monitoring, measurement, and reporting of service performance across our multi-vendor environment. This role plays a critical part in Integrated Operations functions, helping to ensuring BSWH IS Managed Services Providers (MSPs) deliver according to agreed service levels, enabling management of performance through insightful reporting and performance analysis.

     

    This role will design, build, and maintain dashboards and reports using ServiceNow and other data sources, providing the foundation for service reviews, continuous improvement, and supplier accountability. These reports are anticipated to have multiple iterations and expectations of rapid and regular updates and improvements. The reporting should support data-driven decision making, with an emphasis on supporting integrated operations.

    Essential Functions of the** **Role

    + **Performance Management & Reporting**

    + Aggregate, analyze, and report on MSP performance data across SLAs and other key metrics, using data from ServiceNow and other systems as required

    + Develop and maintain standardized dashboards and reporting packages to support weekly, monthly, and quarterly service performance reviews

    + Ensure alignment of reports with SIAM measurement principles (end-to-end performance, not siloed metrics)

    + **Tooling and Data Stewardship**

    + Serve as a reporting SME and champion , developing customized reports, dashboards, and performance views using Performance Analytics, Reporting, and CMDB insights

    + Ensure accuracy and consistency of data across MSPs, ensuring the clear definition of reporting standards, data quality rules, and update cycles

    + **Insights and Recommendations**

    + Identify trends, anomalies, and potential performance risks, and provide actionable insights to Governance Leads and Vendor Managers

    + Contribute to root cause analysis and continuous improvement efforts by providing supporting data and visualizations

    + **Collaboration & Integration**

    + Work closely with BSWH IS and MSP leaders to ensure alignment of reporting outputs with governance standards

    + Support the integration of performance reporting into governance processes, such as monthly service review boards, supplier scorecards, and executive dashboards

    + **Service Measurement Framework Development**

    + Help develop and evolve the SIAM performance measurement model, including design of end-to-end indicators that reflect value, stability, responsiveness, and customer experience

    Key Success Factors

    + Solid understanding of ITIL/ITSM practices (especially incident, request, change, and problem management processes)

    + Demonstrated ability to create clear, actionable dashboards and reports for technical and non-technical stakeholders

    + Familiarity with SIAM frameworks (e.g., Scopism SIAM Foundation or Professional certification)

    + Experience working in or with a Service Integration and Management (SIAM) model

    + Understanding of SLAs and other key metrics,, and how to measure and interpret them

    + Knowledge of data governance, normalization, and service modeling in enterprise ITSM tools

    + Excellent data visualization and storytelling skills (Power BI, Excel, or similar tools a plus)

    + Data-Driven Decision Making

    + Analytical Thinking

    + Accuracy and Attention to Detail

    + Communication and Visualization Skills

    + Accountability and Initiative

     

    About Us

     

    Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

    Our Core Values are:

    + We serve faithfully by doing what's right with a joyful heart.

    + We never settle by constantly striving for better.

    + We are in it together by supporting one another and those we serve.

    + We make an impact by taking initiative and delivering exceptional experience.

     

    Benefits

     

    Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

     

    + Eligibility on day 1 for all benefits

    + Dollar-for-dollar 401(k) match, up to 5%

    + Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more

    + Immediate access to time off benefits

     

    At Baylor Scott & White Health, your well-being is our top priority.

     

    Note: Benefits may vary based on position type and/or level

     

    Belonging Statement

     

    We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

    QUALIFICATIONS

    + EDUCATION - Bachelor’s degree in Information Technology, Business, Healthcare Administration, or a related field, **and/or** equivalent experience.

    + EXPERIENCE - 3–5 years of experience in IT service management, service reporting, or performance analysis, ideally in a multi-vendor environment.

    + Strong experience with ServiceNow, including Performance Analytics, reporting modules, and data extraction techniques.

     

    As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.