Senior ITSM Process Coordinator
About The Position
The IT Service Management (ITSM) Senior Process Coordinator provides strategic oversight and stewardship of assigned IT Service Management processes to ensure they operate reliably, efficiently, and in alignment with organizational and regulatory expectations. The role strengthens the maturity, consistency, and cross-process integration of ITSM practices by guiding process design, governance, and continuous improvement across the Information Services organization. Franciscan Health is a healthcare organization with 12 ministries and access points across Indiana and Illinois. It focuses on patient care, health and wellness, innovation, compassion, and excellence. This work-from-home position requires travel never or rarely. The listed job range is $44.73–$61.58. Franciscan states that eligible employees receive comprehensive benefits; an overview is available on its career site.
Requirements
- High school diploma or GED.
- Bachelor's degree, or 10 years of experience in lieu of a degree.
- Five years of ITSM experience, including ownership of two core IT Service Management or IT operations processes, such as Incident, Change, Request, Problem, Knowledge, APM, SAM, CMDB, or ITOM.
- ServiceNow Certified System Administrator course.
- Information Technology Infrastructure Library (ITIL) course.
- ServiceNow Suite Data course covering CMDB and CSDM.
- Certified System Administrator – ServiceNow.
- Information Technology Infrastructure Library (ITIL) – AXELOS.
Nice To Haves
- Three years of cross-functional coordination with Operations, Application Teams, and Service Desk to improve service reliability and customer outcomes.
- Two years of governance facilitation, such as driving CAB, conducting process reviews, or addressing audit findings.
- Lean Six Sigma Yellow Belt.
Responsibilities
- Own and govern assigned ITSM processes, ensuring alignment with organizational standards, risk tolerance, and service objectives.
- Serve as the escalation point and process authority during high-impact scenarios, including emergency changes.
- Facilitate governance forums, including CABs, PIRs, and process reviews.
- Represent the process in audits and leadership discussions to maintain consistency, accountability, and operational integrity.
- Lead the design and re-engineering of assigned ITSM processes by defining current- and future-state workflows, process standards, controls, integration points, and governance requirements aligned with ITIL and organizational objectives.
- Translate business, clinical, and operational needs into process and workflow designs.
- Align interconnected practices such as Incident, Change, Problem, Request, Release, Knowledge, and Application Portfolio Management.
- Define business and process requirements for workflow enhancements, automation, and reporting within the service management platform.
Benefits
- Comprehensive benefit offerings for eligible employees; details are available on the company's career site.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
