ITOM Process Coordinator

Franciscan Alliance, Inc.

10d•$93,149 - $128,080•Remote

About The Position

The IT Operations Management (ITOM) Process Coordinator supports the reliable, observable, and resilient delivery of IT services by ensuring effective day‑to‑day execution and alignment of IT Operations Management processes. This role contributes to the design, governance, and continuous improvement of ITOM capabilities—including CMDB lifecycle governance, Discovery, Service Mapping, Event Management, Monitoring, and automation—to strengthen operational readiness and measurable service performance. Working closely with ITSM/ITOM leadership, platform teams, and operational stakeholders, the ITOM Process Coordinator helps ensure ITOM processes operate consistently, align with organizational standards, and advance service reliability across the enterprise. Operating across both ITSM and ITOM domains, the role supports evolving organizational priorities by enabling integrated service workflows that enhance visibility, stability, and end‑to‑end service assurance.

Requirements

High School Diploma/GED
Bachelor's Degree
In Lieu of degree, 10 years of experience required
3 years IT Operations/Observability/Platform with experience in ITOM capabilities and processes (Discovery, Event/Alert, CMDB governance, service mapping)
2 years IT Service Management processes (Incident, Change, Request, Problem, Knowledge, SAM, and/or APM)

Nice To Haves

ServiceNow Certified System Administrator course within 90 days
ServiceNow Suite Data course: CMDB and CSDM
Lean Six Sigma - Yellow Belt
Information Technology Infrastructure Library (ITIL) - AXELOS Certified System Administrator - ServiceNow

Responsibilities

Support CMDB and configuration management by maintaining CI accuracy, completeness, and timeliness in alignment with ITIL and CSDM standards; performing routine data quality checks to identify stale, duplicate, or incomplete CIs and coordinating remediation with platform and operations teams; supporting end to end CI and service lifecycle management from onboarding through change and retirement; and assisting with the documentation and maintenance of CI models, attributes, and relationships to ensure reliable, well governed configuration data across the environment.
Support execution and continuous improvement of Event Management processes, including alert routing, correlation, and signal to noise reduction, enabling proactive detection, trend analysis, and prevention of repeat and critical incidents.
Support the day to day execution of ITOM processes—including CMDB, Discovery, Service Mapping, Event Management, Monitoring, and automation workflows—by ensuring consistent adherence to defined policies, standards, and handoffs, and by coordinating process activities across infrastructure, cloud, SRE, and operations teams to maintain reliable and well aligned operational practices.
Develop and maintain ITOM process documentation—including workflows, procedures, runbooks, and supporting artifacts—by defining clear process inputs, outputs, controls, and handoffs across ITOM and ITSM practices, while ensuring a single, authoritative source of truth for all ITOM process materials; track and report key ITOM performance metrics such as discovery coverage, CMDB health, and event noise reduction; support data validation and quality checks across CI data, discovery results, and monitoring outputs; and identify trends, gaps, and improvement opportunities, escalating findings to ITSM/ITOM leadership to drive operational maturity and continuous improvement.
Support CMDB and ITOM data accuracy, completeness, and timeliness in alignment with ITIL and CSDM standards by performing routine data quality checks to identify stale, duplicate, or incomplete CIs and coordinating remediation with platform and operations teams; enable end to end CI and service lifecycle management from onboarding through change and retirement; and ensure lifecycle states are properly maintained and integrated with Incident, Change, Problem, and Asset processes to uphold reliable, well governed configuration data across the environment.
Support ITOM processes enabled through the Service Management platform by assisting with the validation of platform enhancements and configuration changes, and coordinating with platform teams to ensure workflows and automations align with defined process requirements; act as a liaison between ITSM/ITOM Process Coordinators and operational teams by participating in working groups and governance forums, and assist with communication and education efforts to promote understanding, adoption, and best practices for ITOM processes across the organization.