IT Process Manager

Job Description

The IT Process Manager is responsible for the operational management of an Information Technology Infrastructure Library (ITIL) process(s).  The Process Manager’s responsibilities include planning and coordination of all activities required to be carried out, monitoring, and reporting on efficiency and effectiveness of the processes assigned. Additional responsibilities include sponsorship, process designs, change management and continual improvement of the process(s) and reporting metrics. The Process Manager will champion, lead, and enforce established policies and ensure IT departments, subcontractors, vendors, and customers understand and follow all process policies and procedures. The IT Process Manager will support the tools and ESM (Enterprise Service Management) platform supporting all ITIL processes. This is a critical role in aligning IT Services with stakeholders such as Supply Chain, and Finance. This role will focus on improving the quality and consistency of the delivery of IT services across the health system and contribute to service strategy, design, operations, and measurement of the overall effectiveness of IT Shared Services.

SHIFT AND SCHEDULE

Full Time: 8:00 AM – 5:00 PM

ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS

• Manages ITIL activities and initiatives across the IT organization.
• Responsible and oversees the foundational ITIL processes, including Asset and Configuration Management practices.
• Develop and manage the ITAM (IT Asset Management) processes, including procurement, inventory mgmt., lifecycle mgmt., and disposal of all IT assets.
• Responsible for working with the management team in developing capital and operational annual budgets, including hardware refresh budgets for critical IT assets.
• Baselines processes as a starting point to measure the performance of the ITIL processes implemented.
• Benchmarks processes or other sets of data for the purpose of continual process improvement and establishes current state and sets process improvement goals and priorities to continually evaluate and measure progress or improvement.
• Process assessment: Inspects, analyzes, and verifies whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.
• Governs ITIL process policies, including responsibility for standards issuance and revision of procedures or forms, as directed by the process owner.
• Responsible for defining, analyzing, planning, measuring, and improving all aspects of ITIL processes. Ensures that processes, tools, and roles are appropriate and meet the agreed service level targets for availability.
• Manages the day-to-day operations and is the subject matter expert for the ITIL processes that have been assigned.
• Provide guidance, leadership, and mentoring to IT Managers related to ITIL processes, includes development, transition, and operations around process implementations.
• Manage outside vendors and contractors to ensure performance expectations, customer satisfaction, and compliance with Midland Health policies.

EDUCATION AND EXPERIENCE

• Bachelor's degree in computer science, management information systems (or related field), or equivalent experience preferred.
• 4 years’ experience in the health care industry or related field and a minimum of 2 years’ general IT experience is desirable.
• IT Infrastructure Library (ITIL) certification preferred (Foundation-level v2 or v3, and Intermediate-level, including Service Transition, and Release, Control & Validation); in addition, Control Objectives for Information and Related Technology (CobIT) and project management certification is desirable.
• Experience or knowledge of inventory management or process related certifications i.e., Six Sigma, CBAP (Certified Business Analyst Professional), CBPP (Certified Business Process Professional) desirable.
• Excellent Analytical and problem-solving skills.
• Excellent communication, written and verbal. 

PHYSICAL REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to:

• Stand, walk, sit, stoop, reach, lift, see, speak and hear. Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits.