Analyst II, Customer Experience Process (CCaaS/ServiceNow)

07/17/2026 2476 Swedesford Rd STE 150, Malvern, Pennsylvania, 19355-1456, United States of America

Analyst II, Customer Experience Process - ServiceNow/CCaaS

General Purpose of the Job
An Analyst II of Customer Experience Process has an advanced understanding of all processes governed by CX Process Management, with a strong focus on ITSM practices within the ServiceNow platform. The Analyst II can explain processes and their value, is a champion of services provided by the team, and is an advocate for the customer experience. This particular position will focus on ongoing operational management of conversational technologies for contact centers.

The Analyst II may perform regular assignments such as data analysis, responding to/actioning customer feedback, supporting system updates, and implementing improvements to internal processes and/or workflows using our support tools. The Analyst II leads, coordinates, and participates in projects, and reports to the Supervisor of Process Management.

Essential Duties & Responsibilities

Completes established tasks that may require discretion or more advanced problem solving

Collaborates cross-functionally with ServiceNow/CCaaS Admin teams on AI tools including Nice Copilot, ServiceNow NowAssist, and future state voice agents

Develops and maintains documentation, training materials, and stakeholder communications to support the adoption and governance of ITSM practices

Performs analysis and translates data into compelling narratives to assist product owners and team managers in understanding their product/team’s impact to the greater support landscape

Applies meeting facilitation skills to lead discussions on Process activities (e.g., Process Syncs)

Leads small-to-medium scale process improvement projects from identification to implementation, including gathering requirements, coordinating with stakeholders, and overseeing executionActs as a designated Subject Matter Expert (SME) on key ITSM processes, providing guidance and support to teammates and stakeholders to foster process maturity

Coaches and mentors junior analysts in area(s) of expertise, providing oversight on tasks and fostering skill development within the team

Leverages available resources, including AI tools, to produce ad-hoc deliverables quickly and competently to support process governance and analysis

Communicates effectively across different audiences and multiple mediums

Participates in rotation with peers to deliver relevant training & documentation to Process stakeholders

Other Duties as Assigned

Education and Requirements

High school diploma, GED, Associate’s degree, or relevant related experience

2-4 years of demonstrated IT and/or analytical experience

Proficiency with ServiceNow ITSM platform

Skill with Microsoft 365 Suite

Experience with conversational technologies for contact centers

Certificates, Licenses, and Registrations

ITIL Foundations Certification Required

Lean Six Sigma Yellow Belt (Preferred)

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.

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. 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.

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 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 comply with state and federal affirmative action requirements. 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.

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.

For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates.

#J-18808-Ljbffr