Request Management Process Owner

Rush University Medical Center•Chicago, IL

45d•$46 - $69•Remote

About The Position

The Request Management Process Owner oversees Request Management processes and solutions in Digital and Information Services (D&IS) at Rush University Medical Center. The Process Owner implements consistent and effective Request processes according to industry standards and best practices. Process design includes understanding the needs and goals of RUSH, guiding solutions, and preparing all stakeholders to engage in effective request processes. Process design also includes data-driven continual assessment and improvement. The incumbent works with various customer groups to understand service workflows and fulfillment activities, translating those workflows and needs into request solutions. In conjunction with an ITSM team and ServiceNow developers, the Process Owner facilitates the design, implementation, and maintenance of customer-facing Request Catalogs in ServiceNow. The Process Owner tracks and facilitates changes to the Request Catalog, portal, and related tools. The Process owner leads related communication and planning efforts by engaging resources and ensuring collaboration across various levels, functions, departments, and technical groups.

Requirements

Minimum of 5 years' experience in IT, serving a complex technology environment, in the role of ITIL process management, business analyst, or related role
Direct experience designing, implementing, and maintaining Request Catalog items in ServiceNow
Bachelor's Degree in Computer Science, Information Systems, Business, or other relevant field. Degrees outside of computer science/information systems are acceptable if there is comparable work experience.

Nice To Haves

Expertise in the ITIL framework and overall IT Service Management best practice.
ITIL certification(s)
Expertise in the use of ServiceNow ITSM tools
Experience in the health care industry is helpful.

Responsibilities

Design and implement Catalogs and Requests according to best practices and effective workflows
Determine business needs across Rush University Medical Center by engaging in effective business analysis activities
Understand customer needs and preferences and translate them into solutions
Maintain a standard process to streamline operations, create efficiencies, and improve the customer experience.
Maintain effective Request Catalogs in ServiceNow
Champion organizational change (including communications, training, and support) for the overall success of the request process, including successful adoption within the organization.
Respond with agility to rapidly changing organizational needs and coordinate improvement activities.
Inform decisions regarding the resources and tools used in the process, including ServiceNow.
Create and maintain data/reports that reflect process achievements.
Use data and metrics to assess performance, find opportunities for improvement, and identify training needs.
Engage in personal growth and training to maintain knowledge of IT service management.