ITSM Epic Change Management | Full Time

Henry Ford Hospital•Detroit, MI

51d

About The Position

The IT Service Management (ITSM) Epic Change Management position is responsible for the management of one or more IT process(es). Provides complete oversight to all process aspects and will serve as the single point of accountability for the process(es). The process must be grounded in an industry framework, primarily using ITIL. Leads the development of and ensures that standardized methods and procedures are used for efficient and prompt execution of process activities in order to increase service quality and improve the day-to-day operations of the IT organization. Must be a thought leader and change champion and will lead process improvement efforts within their specific discipline, as well as collaborate with other process managers, process owners and IT Leadership to develop. This role will also be responsible to ensure all IT process practitioners are trained in and are following the approved processes. In addition, the HELIOS Change Management position is responsible for managing the processes that control changes to the Epic IT environment according to standardized ITIL-conforming policies, methods, and procedures. This position ensures the efficient and prompt handling of requests for change while minimizing the frequency and impact of IT service disruptions.

Requirements

Bachelor's Degree in Information Technology, Management Engineering, Business or related area. Master's Degree in Information Technology, Management Engineering, Business or related area preferred.
Five (5) years applicable work experience required, Epic experience highly preferred. Ten (10) years applicable work experience preferred.
Experience in one or more Service Management and/or Business Process Management roles, such as Change/Incident/Problem Manager or Project Manager.
Strong communication skills and comfortable interacting with multiple levels of an organization, including various levels of management.
Familiarity with process improvement methodologies such as Lean, Six Sigma, or TQM.
Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, COBIT, or ISO 9000:2000.
Proven ability to work independently and as a team member.
Excellent ability to manage multiple competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
Familiarity with Business Process Management or IT Service Management tools (i.e. K2, Service Now).
High level of IT literacy - MS Office (Word, Excel, PowerPoint).

Nice To Haves

Epic application certification preferred upon hire or Epic HOD certification obtained within 9 months of hire. Epic Data Courier certification obtained within 6 months.

Responsibilities

Coordinates and manages the Change Management process activities across Helios, in partnership with other IT departments and Leads HELIOS CAB meetings.
Reviews changes prospectively, Reviews urgent changes, and manages escalations in the Change Management process
Reviews changes retrospectively, Identify trends with problematic build, Review and maintain unauthorized change list in collaboration with IT Change Management, Review changes made outside of change schedule.
Reviews Master File matrix on regular basis, Review and maintain permissible Helios Service Requests (standard changes).
Coordinates requests for environment use and repurpose in collaboration with the Environment Manager and team.
Develops and maintain criteria for manual build in all environments. Collaborate with Helios Security team and IT Change Management on process for TAPS access.
Responsible for Helios implementation of processes and procedures related to
Change Management.
Implements and updates departmental Change Management policies, procedures and definitions.
Responsible for establishment and consistent application of the Change Management process through the correct integration of the tools, resources, platforms, applications
Collaborates with Helios and other IT teams to improve processes and practices associated with Change management; Train and update Helios on Change management
Helios process owner for selection, implementation and ongoing support of release management tools. Process owner for use of Epic Data Courier, including training, auditing activity and implementing improvement tactics. Process owner for use of Epic Content Management, including training and support
Prepares and communicates regular status updates on status and performance metrics.
Maintains ongoing list of data loads (e.g., FDB) and batch jobs.
Oversees the day-to-day operation of one or more assigned ITSM process(es), including process adherence, reporting and escalating non-compliance.
Collaborates with other IT Process mangers and cross-functional IT teams to design, develop and integrate detailed process and work instruction documentation.
Gains concurrence and approval from stakeholders regarding various process aspects and deployment approaches. Creates and implements process definitions, schedules and objectives for the IT Service Management process(es) managed by their role.
Manages and oversees the process activities of principals, advisors and IT team members, whether assigned to them or to functional managers.
Participates in delivery assurance reviews to ensure adherence to HFHS and IT Service Management policies and procedures.
Provides coaching and guidance to the IT leadership and management team on their roles in each process and each process improvement initiative.
Acts as the ITSM process expert. Provides process management and guidance to all IT staff with an understanding of and adherence to established HFHS and IT Service Management policies and procedures. Ensures seamless execution of all related process improvement project activities across the IT organization by applying process improvement methodologies, communication planning, organizational readiness assessment and stakeholder analyses.
Collaborates with other ITSM Process Managers and Process Owners to integrate assigned process(es) with other ITIL/ITSM processes.
Leads the design of the IT organization's overall process structure, including creating a process hierarchy that streamlines IT processes and eliminates redundancy.
Ensures Process KPI targets are established, measured and reported regularly to IT Leaders and other stakeholders. Escalates unmet targets and directs improvement actions.
Must be able to influence an organization to accept the current process and adapt to new process changes.
Collects, analyzes, and distributes to all levels of the organization, the process metrics. Must use the process metrics to feed the Continuous Service Improvement (CSI) initiatives.
Serves as the primary contact for all audit activities for their processes. Takes responsibility for the audit findings and execute remediation plans as necessary.
Performs process self-assessments to ensure compliance and determine the Roadmap for process improvement to elevate the maturity level achievement