ITSM Program Manager

Baylor Scott & White Health • Dallas, TX

8d

About The Position

The ITSM Program Manager manages application systems study and programming activities for teams, ensuring work follows schedules and application development standards. The role assists IS Directors and leadership with technical and process standards and helps with department budget planning and management. It is responsible for daily IT operations, new and modified systems, application project delivery, training, documentation, and project planning.

Requirements

• Bachelor's degree or four years of work experience above the minimum qualification.
• Five years of relevant experience.
• Deep understanding of ITIL and IT Service Management practices.
• Experience developing enterprise training programs and learning curriculums.
• Strong facilitation and presentation skills.
• Knowledge of ServiceNow ITSM capabilities, workflows, and Knowledge Management.
• Deep experience with an ITSM platform, specifically ServiceNow.
• Technical writing and documentation governance expertise.
• Experience managing knowledge management programs and content lifecycle processes.
• Leadership, problem-solving, team-building, and judgment skills.
• Project management skills and ability to articulate business needs.
• Excellent written, verbal, and reciprocal communication skills.
• Proficiency with computer software and databases.
• Ability to focus on and prioritize strategic aims and work in a growing, challenging environment.

Responsibilities

• Manage daily IT operations, including staff assignments, daily activities, service desk, ticket management, and IT relationships.
• Be accountable for all new and modified systems within the area of responsibility.
• Plan or oversee the testing, design, programming, timely implementation, and testing of application projects using approved development methodologies.
• Provide training and guidance on information system operation.
• Participate in improving project management, development, coding, debugging, testing, data services, processes, application support, and training.
• Oversee or perform development and documentation of business requirements, goals, deliverables, and specifications with customers, employees, and help staff.
• Maintain broad knowledge of state-of-the-art technology, equipment, and systems.
• Create project plans and provide time estimates for project iterations or phases.
• Assist IS Directors and leadership with technical and process standards.
• Help with department budget planning and management.

Benefits

• Immediate eligibility for health and welfare benefits.
• 401(k) savings plan with dollar-for-dollar match up to 5%.
• Tuition reimbursement.
• PTO accrual beginning Day 1.

What This Job Offers

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