Service Management Coordinator
About The Position
How you move is why we’re here. ® Now more than ever. Get back to what you need and love to do. The possibilities are endless... Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let’s talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment. Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise. Emp Status Regular Full time Work Shift Compensation Range The base pay scale for this position is $82,500.00 - $126,000.00. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.
Responsibilities
- Process Oversight: Monitor and manage the daily operations of ITIL processes (Incident/Request, Change, Problem, and Asset Management) to ensure compliance with established policies in coordination with process and service owners. May also be called upon to backfile functions at time for AROD/BROD rotations as needed. Help maintain the overall ITSM framework within the organization.
- Tool Administration: Maintain and optimize in coordination with platform vendors the ITSM platform (e.g., Neurons ecosystem for ITSM, Neurons Service Mapping, and Associated API connectors to Ivanti) to ensure data accuracy and user-friendly workflows.
- Change Management: Act as the Secondary coordinator and host for the Change Advisory Board (CAB). Review change requests for risk, ensure proper documentation, and facilitate approvals to minimize impact on production environments.
- Incident & Problem Management: Provide guidance and support for incident and problem management activities to ensure timely resolution. Escalate major incidents as needed and Assist Postmortem and Root Cause Analysis (RCA) meetings to prevent recurring issues. Communicate and coordinate with IT Operations and L2 support teams on problem management activities for long term problem resolutions.
- Service Level Management: Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Identify trends and provide regular reports to service owners and leadership regarding service health.
- Continuous Improvement: Facilitate continual service improvement (CSI) initiatives to enhance the quality, efficiency, and effectiveness of IT services.
- Stakeholder Communication: Serve as a bridge between technical teams and business units, providing clear updates during major outages or significant changes.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
