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.
