IT Process Engineer-Sr at Virginia Commonwealth University Health Systems

Posted in Other 9 days ago.

Location: Richmond, Virginia





Job Description:

76201IT Tech ServicesFull time1: Days




  • JOB SUMMARY




    • The chief objective of this position:




      • Manages or performs work associated with ITSM process analysis, design, implementation, operation, and improvement in support of the organization's information technology resources.

      • Coordinates all processes surrounding Configuration Management and CMDB upkeep and maintenance

      • Knowledge of CMDB structure in ServiceNow a plus

      • Analyze, design, plan, manage, and improve the Configuration Management Process

      • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the Configuration Management Process

      • Owns the Configuration Management Process and supporting documentation from a strategic and tactical perspective

      • Approves all changes to the process and development of process improvement plans

      • Accountable for the overall process efficiency and effectiveness

      • Ensures alignment of Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) to business objectives and that these objectives are realized

      • Promote and reinforce adherence to the process and policies associated with the Configuration Management Process

      • Ensure the design of the process aligns with the business needs and industry best practices

      • Works in conjunction with Continual Service Improvement (CSI)

      • Interactions with staff and leaders from all IT teams within departments and disciplines in both clinical and business areas to determine current efficiencies and improvement opportunities

      • Defines policies for the organization regarding the process

      • Advanced proficiency in MS Office Suite (Word, PowerPoint, Excel, Publisher, Visio, Project), ITSM software, and adult education theories, concepts, and techniques for product and process training.

      • Advanced interpersonal, verbal and written communication, collaboration, problem-solving, flexibility/adaptability, organizational, project planning, change management, and time management skills.

      • Advanced knowledge of ITSM software workflows and product function.

      • Completes complex process management and improvement work as assigned with minimal supervision required.

      • Works as a change advocate for the organization, showing flexibility as priorities change.

      • Keeps the patient at the center of focus for all tasks.

      • Manages a variety of related tasks requiring some discretion regarding processes, resources, and collaboration with stakeholders.

      • Masters all core competencies in new ITSM process management techniques and problem resolution.

      • Ability to take complex assignments and successfully complete in a timely fashion with minimal supervision required.

      • Mentors and coordinates work of other team members as needed.


      • Works as a change advocate for the organization, showing flexibility as priorities change.







    • Licensure, Certification, or Registration Requirements for Hire:




      • ITIL Expert certification preferred.





    • Licensure, Certification, or Registration Requirements for continued employment:






    • Experience REQUIRED:




      • six to eight years of related experience


      • six or more years of experience in ITSM process management and continuous improvement.


      • Advanced interpersonal, verbal and written communication, collaboration, problem-solving, flexibility/adaptability, organizational, project planning, change management, and time management skills.





    • Experience PREFERRED






    • Education/training REQUIRED:




      • Bachelor's degree or


      • equivalent combination of related education and experience.


      • Advanced proficiency in MS Office Suite (Word, PowerPoint, Excel, Publisher, Visio, and Project), ITSM software, and adult education theories, concepts, and techniques for product and process training


      • Advanced knowledge of ITSM software workflows and product function.


      • Advanced knowledge of ITSM processes to include but not limited to analysis, design, build, continuous improvement, and Change Control.





    • Education/training PREFERRED: