Reference #: R0374303 2476 Swedesford RdSTE 150,Malvern,Pennsylvania,19355-1456,United States of America

Process Analyst

The CX Process Management team is looking for a highly motivated Process Analyst to join our dynamic team of talented individuals.

Job duties include, but are not limited to: Support our integration and maintenance of Contact Center technology software. Support processes for Knowledge, Incident, Problem, Request, and Service Catalog as they relate to service management Create and manage Problem records from identification to resolution Perform trend analysis to identify recurring issues and pain points for end users Evaluate how system changes will impact customers Collaborate with development and testing teams on resolutions to reported issues and problems Create, approve, and manage Knowledgebase articles Compare records in ServiceNow against documentation best practices Collaborate with various stakeholders to ensure proper service level management

Required Qualifications: Experience with CCaaS software, ideally NICE CXOne platform. Working knowledge of the ServiceNow platform General knowledge of Microsoft Office Suite; Expertise in Excel a plus Critical thinking and problem solving skills Ability to host and facilitate meetings High School diploma

Preferred Qualifications: Comprehensive knowledge of ServiceNow's Knowledge, Incident, Catalog, and Reporting applications Working knowledge of HTML or other coding language Working knowledge of Contact Center as a Solution (CCaaS) tools Experience with training or presenting to large audiences

Candidates near an office location will be required to be on site 3 days per month.

Preferred Locations: Federal Way, WA Brentwood, TN Malvern, PA Denver, CO

What We'll Provide: More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings. Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out Support for you and your family: Family resources, EAP counseling sessions, access Headspace, backup child and elder care, maternity/paternity leave and more Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

#LI-SM5

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed Diversity & Belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

Applications are accepted on an ongoing basis.

Salary/ Wage Range$18.56-$27.26 / hour

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

DaVita is an equal opportunity/affirmative action employer. As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.