Senior IHT Process Manager-Enterprise Service Management (ESM)

St. Luke's Health System•Boise, ID

48d

About The Position

St. Luke’s Health System is seeking a Senior IHT Process Manager to join our Enterprise Service Management (ESM) team with the ServiceNow Platform. The Senior IHT Process Manager is responsible for the strategic leadership and enterprise oversight for the development, execution, and maturity of multiple Enterprise Service Management (ESM), IT Service Management (ITSM) processes based on the Information Technology Infrastructure Library (ITIL) framework, and Configuration Database (CMDB)/Asset processes. This role is accountable for setting the vision, roadmap, and governance for process excellence across the organization for the CMDB. This role leads cross-functional initiatives, drives transformation and automation, and ensures alignment with business objectives, compliance standards, and technology capabilities.

Requirements

Bachelor’s degree or experience in lieu of degree
6 years’ relevant experience

Nice To Haves

ServiceNow experience is a plus
CMDB/Asset Management experience is a plus
Strong knowledge of IT Service Management software and processes

Responsibilities

Responsible for the strategy, ownership and management of one or more Enterprise ITSM, ITIL, or IT industry processes, overseeing their full lifecycle and functionality for CMDB/Asset Management.
Establishes enterprise-wide ITIL, Enterprise Service Management, or other IT process frameworks, best practices and strategic roadmaps.
Oversees the integration and alignment of multiple processes across business units and service providers.
Leads adoption through creating enterprise policies, standards, and procedures across the organization.
Establishes training and learning objectives and provides guidance and communication to process users and stakeholders.
Defines process documentation including functionality, workflows, use cases, and procedures.
Defines enterprise-level Key Performance Indicators (KPIs), compliance metrics, and performance targets.
Leads cross-functional governance committees and drives executive stakeholder engagement across business units.
Leads large-scale continuous improvement transformation initiatives to optimize and mature process service delivery, quality and efficiency.
Provides strategic oversight of process-related risks, escalations, and organizational impact.
Partners with ESM platform leadership to drive automation, innovation, and digital transformation ensuring compliance with technology capabilities.
Provides leadership, coaching, and mentoring to staff as a team leader or a supervising manager of direct reports.
Performs other duties as assigned.