Catalogue Management Analyst at Three Point Solutions Inc

Job Title: Change Management Analyst (Catalogue Management Analyst)
Client: Health Insurance Company
Duration: 12 months (Contract to Hire)
Location: Baltimore, MD 21224

Purpose:

• Lead process support and serve as a technical resource in complex process development, troubleshooting, optimization, and scaling up initiatives.
• Lead creation of baseline process maps, identify inefficiencies, and redesign processes to deliver superior customer experiences.
• Manage Service Catalog by capturing, documenting, and publishing entries to provide current information to the CareFirst user community.
• Ensure adherence to the Catalog Management process while delivering excellent service experiences and optimizing productivity.

• 40%: Act as process owner, demonstrating tangible benefits and process value.
• 25%: Lead cross-functional collaboration to identify, analyze gaps, and document processes.
• 20%: Lead adoption, success, and maintenance of processes.
• 10%: Evaluate metrics, implement improvement strategies.
• 5%: Perform validation activities on existing and new processes.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Identify services to include in the Service Catalog.
• Document the service offering in terms familiar to the audience.
• Ensure all stakeholders sign off on the service offering.
• Publish new service offerings and maintain published entries.
• Assist in communication and promotion of service offerings.

• Ensure the Catalog Manager has access and training to meet best practices and organizational needs.
• Sponsor communication campaigns to promote awareness and acceptance of the Catalog Management process.
• Provide the mission statement, roadmap, objectives, and metrics for success of the process.
• Monitor execution of the process to align with the organization's culture and IT strategy, ensuring coordination with other IT processes.
• Participate in IT Governance activities.

• In lieu of a Bachelor's degree, an additional 4 years of relevant work experience demonstrating the ability to perform the functions at the level required, in addition to the required work experience.

• Advanced degree in business administration, management, or IT-related field.
• 5+ years of experience in service management or related role, with knowledge of service management principles, processes, and best practices.
• Proficiency in monitoring service performance.
• Excellent communication and interpersonal skills for building rapport and maintaining positive relationships with customers and stakeholders.
• Detail-oriented with accuracy in data analysis and reporting.
• Strong problem-solving and decision-making abilities, with a customer-centric approach.
• Experience in implementing service improvements and managing quality standards.
• Familiarity and certification with ITIL v3 or above.
• Proven track record of achieving service-related KPIs and customer satisfaction targets.

• Advanced ability to motivate others and foster a culture of continuous improvement and agile execution.
• Advanced independent judgment in methods, techniques, and evaluation criteria.
• Advanced knowledge of process improvement techniques.
• Advanced knowledge of process mapping and documentation techniques.
• Advanced ability to work with data and analytics.

Additional Skills:

• Service Catalog Design
• IT Governance
• Proven record of achieving service-related KPIs

The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work on Federal health care programs. Must be able to work in a fast-paced environment with changing priorities, deadlines, and workloads. Must meet deadlines and handle multiple customer demands with service excellence. Must effectively communicate and provide positive service to internal and external customers, including demanding ones.

#ZR