IT Communications Specialist

OU Health•Oklahoma City, OK

About The Position

The IT Communications Specialist coordinates one or more Service Management processes, monitors performance and compliance against targeted service levels, and helps ensure the quality and availability of critical OU Health IT services. The role supports core Service Management processes and systems, tracks IT service requests, interruptions, and changes, and works with other service managers. It also contributes to performance reporting and helps identify and manage major incidents or changes that could affect critical services or patient safety.

Requirements

Bachelor’s degree.
0–3 years of experience working in an IT Service Management environment.
Current version of ITIL certification required within one year of hire.
Demonstrated knowledge of ITIL service management processes enabled on an automated ticketing system.
Knowledge of working with ITIL processes.
Ability and desire to learn from more experienced Service Managers.
Ability to shift priorities and manage change with a positive outcome.
Ability to provide outstanding client service, meet high quality standards, and meet or exceed client expectations.
Proactive approach to finding innovative ways to help others.
Strong reactive problem-solving and resolution skills, initiative, good judgment, and excellent follow-up skills.
Ability to establish effective working relationships across all levels of the ETS organization and collaborate well in a team.
Excellent oral and written communication and interpersonal skills, with a professional demeanor and presentation.
High attention to detail, strong organizational skills, and effective time management.
Ability to assist and participate under pressure, meet strict deadlines, and effectively prioritize multiple tasks.
Ability to recognize confidential, sensitive, and proprietary information and maintain its confidentiality.

Nice To Haves

Experience working as a fulfiller on a ServiceNow platform.
Experience supporting IT services within a healthcare environment.

Responsibilities

Monitor adherence to OU Health Service Management processes.
Participate in the continued enablement of core Service Management processes on OU Health supporting systems.
Monitor the logging, prioritization, response, and tracking of IT service requests, interruptions, and changes.
Work with OU Health’s other core service managers and their respective processes.
Ensure the provision of process performance reporting.
Assist in identifying and managing major incidents or changes affecting critical OU Health services or patient safety.
Attend and monitor the OU Health Operations Huddle.
Perform other duties as assigned.