IT Service Management (ITSM) Process Owner -Digital Technology Services

Hackensack Meridian Health•Edison, NJ

About The Position

Overview Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Information Technology Service Management (ITSM) Process Owner will be responsible for governance and support of ITSM processes across the Hackensack Meridian Health (HMH) Network. Scope will vary by business need and related practice, which may include Incident Management, Problem Management, Knowledge Management, Change Management, Request Management, Service Asset and Configuration Management, Service Desk Management and Continual Service Improvement (CSI). Duties will include but are not limited to defining, monitoring, enforcing, measuring and continually improving one or more process areas. Will actively engage with internal teams, vendors and customers to ensure that ITSM tool sets are equipped for efficient and effective execution of assigned Information Technology Infrastructure Library (ITIL) processes.

Requirements

Bachelor's degree in IT, Business Management, Computer Information Systems or other related IT/health field.
A minimum of 7 years of experience in technical multi-discipline management.
Proficient in applying ITIL/ITSM principles and concepts.
Experience with ServiceNow implementation.
Excellent organizational, project coordination, analytical, and interpersonal skills to develop, document and implement improvement processes.
Strong program management skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality.
Advocate for automation and demonstrate strong passion, interest and knowledge in automating processes with technology within the team and division.
A team player who thrives and who is keen to influence others with means of new technologies.
Ability to work autonomously and set priorities to meet deadline-driven organizational needs.
Self-motivated, hands-on, analytical, meticulous and fast learner with a technical background.
Leadership skills, judgment, creativity, and comprehensive knowledge of the field.
Ability to drive strategic direction.
Strong proficiency with Google Workspace.
ITIL V3 Foundation or ITIL 4 Foundation Certification.

Nice To Haves

IT delivery with solid understanding of Windows and Chrome platforms, Citrix, Oracle Business Intelligence/Analytics, networking and security technologies.
Experience in Robotic Process Automation (RPA) tools such as UiPATH.
Strong understanding of ServiceNow technologies/modules is a strong plus.
Demonstrated proficiency in ITSM/ITIL best-practice and process standardization are also a plus.
ITIL v3 Advanced or 4 Advanced Certification.

Responsibilities

Manage core ITSM practices (incident, problem, change, request) and practical experience in Service Asset & Configuration Management(SACM) and Configuration Item (CI) development and maintenance.
Responsible for sponsorship, design, change management and continual improvement of the process and its metrics.
Ensures that the process is connected with the company strategy and delivers the intended outcomes (outputs and results).
Excellent understanding of target customers and models service-oriented behavior.
Communicates the process and its activities to the people who have a role in it using a responsibility chart (RACI matrix).
Exceptional analytical and problem-solving skills to identify and implement continual service improvement (CSI) to enhance efficiency and productivity among the IT division, business units and external vendors.
Ability to prepare process design and workflows that align to ITSM/ITIL best practices.
Define and manage key performance indicators (KPIs) and service and operational level agreements (SLA/SLO) targets to ensure IT is meeting expected service levels.
Perform trend analysis and reporting on incidents, problems, root cause analysis (RCAs), changes, and service level trends.
Ability to manage complexity and develop innovative solutions to drive business value.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.