Process Analyst Release Management UAT
Overview
You will own and improve IT operational processes for Release Management, UAT, and Transition to Support within Trinity Health's Applications, Data Services, and Middleware tower. In this senior individual contributor role, you will act as the process authority, driving governance, reporting, and continuous improvement across a ServiceNow-enabled environment. You'll partner with service delivery, security, architecture, PMO, and MSP vendor teams to keep processes practical, measurable, and auditable. This role offers direct influence on operational maturity and leadership decision-making in a large healthcare organization.
What You'll Do8
- 1Own day-to-day administration and improvement of release, UAT, and transition processes, ensuring compliance with standards and ServiceNow workflows.
- 2Define and maintain process maps, SOPs, work instructions, RACI models, and decision paths to support Release Management and Transition to Support.
- 3Partner with ServiceNow platform teams to align forms, queues, approvals, dashboards, and automation to process intent.
- 4Facilitate go/no-go reviews, release calendars, change windows, and production readiness for releases, coordinating with cross-functional teams.
- 5Monitor adherence to SLA/KPI targets and control expectations, producing trend analysis and executive-level reports on process health.
- 6Support audit and compliance evidence collection, including CISA-aligned controls and CRISC-related risk mitigation.
- 7Coordinate process issue remediation, corrective actions, and follow-through on audit findings across MSP and internal teams.
- 8Support transition activities for new tools, services, and operating model changes, including training and knowledge transfer sessions.
Requirements7
- 17+ years of related experience, including 5+ years in IT operations, ServiceNow administration, or process governance.
- 25+ years managing or coordinating operational processes in a large, matrixed enterprise environment.
- 3Experience with ITIL frameworks, Lean, or Six Sigma to drive process improvement.
- 4Proven ability to document workflows, define controls, and manage exceptions across release, UAT, and transition processes.
- 5Experience working across service desk, infrastructure, application support, security, and vendor teams.
- 6Healthcare or regulated-industry experience preferred; CPC or PMP certification a plus.
- 7Strong problem-solving and collaboration skills to consult with all levels of the organization.
Salary Insight
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