DHTS IT Analyst (Process Improvement Analyst)
Duke University

Durham, North Carolina

Posted in Retail

This job has expired.

Job Info


Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems. A 2018 'Most Wired' health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award - highest honor by the Healthcare Information and Management Systems Society (HIMSS) - for inpatient, ambulatory and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.

JOB TITLE: DHTS IT (Process Improvement Analyst)

REPORTS TO: Senior Manager, DHTS Service Management Office


The Process Improvement Analyst is responsible for delivering IT efficiency and productivity improvements by planning, designing, and implementing changes to DHTS processes and workflows, introducing automation, and developing new performance standards and metrics, and promoting the adoption of industry best practices in IT service management. The person in this role may support a wide variety of improvements to operational activities including IT Service Management (ITSM) practice areas and other functional areas of IT.


  • Responsible for developing metrics that provide data for process measurement and improvement. Measures process performance, within a few assigned functional areas, against developed requirements then aligns improvement to performance shortfalls and operational inefficiencies.
  • Responsible for performing root cause analysis investigations after major and pre-major incidents. Will coordinate with subject matter experts on root cause analysis, facilitate the selection of solutions that solve or prevent reoccurrence of the root causes, then track and report on the implementation of the solutions.
  • Creates communication plans regarding process improvement and re-engineering strategies for multiple internal stakeholders within the assigned functional area. Develops and uses work aids, such as process descriptions, checklists, templates and guides, to assist personnel with implementing defined processes.
  • Assists with the creation of project plans and documentation to support the management of process improvement projects. Facilitates, creates, and presents information and supporting documentation to groups of internal and/or external customers participating in rapid improvement events.
  • Assists with process improvement concepts/methodologies/tools/principles training and guidance of clients and internal personnel. Updates and maintains process and procedure documentation to stay current with industry best practices.

Departmental Expectation of Employee

  • Adheres to Duke's Policy and Procedures
  • Acts as a role model within and outside Duke
  • Performs duties as workload necessitates
  • Maintains a positive and respectful attitude
  • Communicates regularly with supervisor about Department issues
  • Demonstrates flexible and efficient time management and ability to prioritize workload
  • Consistently reports to work on time prepared to perform duties of position
  • Meets Department productivity standards

Preferred Qualifications

  • Typically, Minimum 6 Years Relevant Experience
  • Working with process improvement methodologies
  • ITIL Foundations Certification (v3 or 4)
  • Certification in Six Sigma, Lean, or other process improvement methodologies
  • Certification or training in Agile
  • Certification or training in Project Management


  • Skills / Knowledge - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.
  • Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
  • Supervision - Normally receives little instruction on day-to-day work, general instructions on new assignments.
  • Technical - Certification and demonstrable knowledge of Six Sigma, Lean, or other process improvement methodologies. A project portfolio or other form of review of past project work will be requested during the interview.
  • Microsoft Office - Microsoft Office

Required Qualifications at this Level


Bachelor's degree in a related field, or four years of equivalent technical experience required.


Credential requirements will vary, depending on work area.


Level 1 - No experience required beyond the minimum education (or equivalency) requirement.

Level 2 - Two years of related experience is required.

Level 3 - Four years of related experience is required.


Level 1:

Keeps current on new industry trends in a specific discipline and applies learnings to assignments.

Takes personal responsibility for taking actions on projects that result in solutions that truly address customer needs.

Understands when to request supervisor involvement in programming related matters.

Considers impact to others and current processes within discipline prior to taking action.

Adapts individual work style and reprioritizes assignments as changes in department or project goals or requirements are communicated.

Independently completes complex tasks and portions of larger projects.

Identifies and uses appropriate resources to accomplish tasks and build individual and team knowledge.

Suggests new approaches to accomplishing individual responsibilities or team assignments.

Accomplishes assignments/project objectives through keeping people focused on the solution and the team informed of project status.

Shares information and solicits input and ideas from other team members.

Persuades team members to use different work steps/methodologies to accomplish assignments.

Promotes the goals of the initiative, setting aside departmental or functional biases to achieve objectives.

Delivers systems or programs that are completed on time and within budget.

Self-motivated and focused on delivering quality work even when faced with difficulties or over a longer-term project.

Possesses advanced knowledge and proven application of it within a specific discipline.

Provides assistance to project team members in accomplishing technical or programming-specific tasks.

Independently completes complex tasks and portions of larger projects.

Realistically evaluates own progress against expectations/goals and takes necessary actions to address developmental needs or performance issues.

Develops realistic project plans for assigned tasks or portions of larger projects and modifies plan as requirement changes are communicated.

Obtains necessary information/data to complete assignments independently or as part of a project team.

Understands client/project issues to develop moderately complex solutions within a single discipline.

Develops strong working relationships with colleagues and/or project team and customers to effectively complete team goals and objectives.

Builds strong working relationships with members of his/her team and interacts and establishes relationships with individuals in other teams or departments as needed.

Level 2:

Keeps current on industry and market intelligence; applies appropriate new technologies and best practices to specific discipline or functional area.

Adapts/modifies personal and project goals to align with IT priorities.

Uses a variety of communication styles to get (technical) messages across clearly to a variety of audiences through the use of terminology and examples that are familiar.

Displays ability to recognize appropriate communication, audience , timing, and content necessary for building and maintaining alliances for success.

Effectively communicates specific IT issues/solutions to clients.

Develops solutions that help the customer in both the short- and long-term.

Takes personal responsibility for taking or directing actions on projects that result in solutions that truly address customer needs.

Takes action without being prompted to achieve business goals.

Identifies and uses appropriate resources to accomplish projects and build knowledge within a specific discipline or department.

Persuades others to reach conclusions or make decisions regarding complex issues through understanding the ideas, situations, or problems by breaking the issue into small pieces or by identifying causal links or relationships.

Synthesizes data from multiple (appropriate) sources to make sound decisions.

Considers impact on IT goals prior to making decisions.

Implements new approaches, and/or technologies to develop solutions meeting customer's needs.

Promotes goals of the initiative, overcoming departmental or functional biases to achieve objectives.

Delivers systems or projects that are completed on time and within budget.

Ability to motivate and focus self and others to reach long- term project goals even when faced with difficulties.

Possesses expert knowledge and proven application (through developing solutions and efficiencies) of it in a specific discipline or functional area.

Actively seeks out opportunities to share his/her in-depth knowledge and contribute to the learning of other department or team members.

Performs and coordinates simple to complex tasks with direction.

Accepts accountability for decisions, actions, and commitments of self and others to successfully meet project objectives.

Prioritizes and organizes project actions and resources to achieve targeted objectives.

Achieves project objectives through the identification and coordination of the right people to participate in the project initiatives.

Identifies key issues, analyzes cause/effect relationships, and seeks ideas and suggestions from those who can contribute and are affected.

Develops solid working relationships with colleagues, customers, and across project teams to effectively achieve functional/project goals.

Builds strong working relationships with members of his/her team and those within other relevant teams, departments, or disciplines.

Keeps team focused on goals and addresses issues to ensure good working relationships are maintained.

Level 3:

Leadership skills, team-oriented with ability to take initiative and ownership when necessary.

Strong analytical and technical skills.

Demonstrated relationship management skills.

Job Code: 00003844 DHTS IT ANALYST
Job Level: CD

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

This job has expired.

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