ITSM Platform Change Manager

Franciscan Alliance, Inc.

2d • Remote

About The Position

A strong change management process is structured for planning and implementing new ways of operating within an organization and recognize that change cannot happen without affecting the entire organization. This process has a systematic approach to dealing with transition of the organization's goals, processes, and technologies. The purpose is to implement strategic approaches for effective change, controlling change, and helping people to adapt to the changes implemented. To be effective, the change management strategy must take into consideration how an adjustment or replacement will impact processes, systems, and employees within the organization. There must be a process for planning and testing change, communicating change, scheduling, and implementing change, documenting change, and evaluating its effects. Navigating change in an organization requires both management and leadership. It is a core component of ITSM and ITIL frameworks. Change Manager is a role that requires experience to ensure that changes to IT applications, services and infrastructure are conducted in a controlled and authorized manner and that they align with the Franciscan business objectives. This role requires the change manager to provide both management and leadership to all Information Services and Business Operations staff to ensure they understand and comply with the Change Management process. The Change Manager has direct knowledge of business and process of Franciscan Alliance within IS and Operations to lead and manage change queues, manage effective and efficient changes to do not present an unacceptable risk. This position works collaboratively with the service management teams to ensure processes are followed and changes are released into the Production environment with minimal impact to the business. WHO WE ARE With 12 ministries and access points across Indiana and Illinois, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers that provide compassionate, comprehensive care for our patients and the communities we serve. WHAT YOU CAN EXPECT Serves as the responsible party for the overall change management process; coordinates and provides leadership to all IS staff and leaders within the Change Advisory Board (CAB) meetings to discuss higher risk changes. Authorizes and approves considerable risk change records; provides authority to implement or reject a change due to risk or during blackout periods. Authority to be the key decision maker for emergency changes that are to be approved and authorized immediately; provides a significant role in project management due to each change request must be evaluated for its impact on the project. Builds a clear vision and develop roadmap planning for future implementation that impact; utilize feedback to provide opportunities on the process overall to provide effective and efficient workflows, and utilizes technical skills to manage projects, plan and oversee deliverables. Monitors the progress of the change and makes sure that it is implemented as planned; collaborates with CAB to identify and resolve any issues that arise during the change process. Ensure all necessary communication, documentation and testing are done prior to approvals; request reviews from technical peers and leadership who will ensure that all steps are appropriate and meet compliance. Rounds back to IT and business departments to make suggestions on system use and process improvement. Responsible to maintain the Change Management process by updating the process and procedures, training the team members, and making sure that process is followed. Works as a liaison to Service Owners regarding all areas of the service lifecycle and guides organization on how to manage disruptions to the service structure. Understands Franciscan Alliance environment, application support and service desk processes and procedures; collaborate with other process owners within ITSM and ITIL platform to keep up the momentum on the sense of urgency, and continue to communicate the vision.

Requirements

• Bachelor's Degree Bachelor of Science Degree in an IT-related discipline (e.g. Computer Science, MIS, Information Security) or equivalent experience
• 5 years Relevant work experience, with progressive responsibility in enterprise level operations or technical support involving geographically distributed teams, platform, and customer base.
• 5 years Mastery technical and business knowledge in multiple disciplines/processes
• 6 years System Implementation and Support
• System certification - . ServiceNow - Certified System Administrator (CSA) within 1 year of hire
• Information Technology Infrastructure Library (ITIL) - AXELOS v3 or v4 within 90 days of hire
• Lean Six Sigma - Yellow Belt -

Nice To Haves

• Master's Degree
• 6 years Relationship management or Leadership role responsibilities
• 3 years IT Service Management or ITIL experience

Responsibilities

• Serves as the responsible party for the overall change management process; coordinates and provides leadership to all IS staff and leaders within the Change Advisory Board (CAB) meetings to discuss higher risk changes.
• Authorizes and approves considerable risk change records; provides authority to implement or reject a change due to risk or during blackout periods.
• Authority to be the key decision maker for emergency changes that are to be approved and authorized immediately; provides a significant role in project management due to each change request must be evaluated for its impact on the project.
• Builds a clear vision and develop roadmap planning for future implementation that impact; utilize feedback to provide opportunities on the process overall to provide effective and efficient workflows, and utilizes technical skills to manage projects, plan and oversee deliverables.
• Monitors the progress of the change and makes sure that it is implemented as planned; collaborates with CAB to identify and resolve any issues that arise during the change process.
• Ensure all necessary communication, documentation and testing are done prior to approvals; request reviews from technical peers and leadership who will ensure that all steps are appropriate and meet compliance.
• Rounds back to IT and business departments to make suggestions on system use and process improvement.
• Responsible to maintain the Change Management process by updating the process and procedures, training the team members, and making sure that process is followed.
• Works as a liaison to Service Owners regarding all areas of the service lifecycle and guides organization on how to manage disruptions to the service structure.
• Understands Franciscan Alliance environment, application support and service desk processes and procedures; collaborate with other process owners within ITSM and ITIL platform to keep up the momentum on the sense of urgency, and continue to communicate the vision.

Benefits

• Franciscan provides eligible employees with comprehensive benefit offerings.
• Find an overview on the benefit section of our career site, jobs.franciscanhealth.org.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level