IT Service Management Process Administrator

Company: Independent Health
Location: Buffalo
Posted on: September 25, 2022

Job Description:

FIND YOUR FUTUREWe're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and commitment to diversity and inclusion.OverviewThe IT Service Management (ITSM) Process Administrator will be responsible for creating, managing, overseeing, and facilitating ITIL processes related to change, release, deployment, region, configuration, request, incident and problem management for Independent Health's Non-Production and Production activities. In addition, they will develop effective risk mitigation strategies and ensure adherence to IH governance policies throughout the environments while minimizing operational disruption. They will also create initial processes for cloud management for ITSM to ensure compliance with audits.The ITSM Process Administrator will be accountable for working collaboratively with key business Subject Matter Experts across the organization, including but not limited to those in Quality Assurance, IT Development, Information Risk Office, and IT Operations to assess readiness, log incidents, deploy opportunities and to ensure proper backout planning, testing and change implementations. QualificationsBachelor's degree required. An additional four (4) years of experience will be considered in lieu of degree.Four (4) years of IT experience and experience in creation of policies, processes and procedures required. IT Service Management experience preferred.ITIL certification and familiarity preferred.Familiarity with COBIT preferred.Familiarity with cloud ITIL methodologies preferred.Knowledge of various project management methodologies.Knowledge and working experience with ITSM tool for management of changes, releases, incidents, etc.Solid understanding of integrations for current and future needs designed to enhance productivity and efficiency.Ability to reprioritize work based on business needs.Ability to run a change management meeting and effectively approve or reject changes; document why a change is rejected and report on it.Understanding of the SDLC processes, patching, and releasing cycles.Understanding of the software as a service paradigm.Ability to assess technical risk for complex issues and decide best course of action.Must be able to work effectively across multiple departments and with offshore teams; superior verbal and written communication skills are required.Ability to manage without direct authority.Proven examples of displaying the IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable.Essential AccountabilitiesManage and report on continuous improvement opportunities for all ITSM processes.Prepare for and facilitate change management meetings, governance meetings and others as needed.Analyze past ITSM assessments to identify trends, make recommendations and communicate results.Create reports to provide visibility into areas that are mature and areas that need process improvements.Create yearly cadence to analyze IH's maturity level for all ITSM processes. This includes reporting to leadership, management and teams involved in the various processes.Review and monitor various metrics, SLAs, and status reports - take corrective actions where necessary.Ensure training procedures are in place and rolled out, including attestation for acknowledgement of policies and procedures.Champion change management and release management processes throughout the organization. Provide transparency into the value of the change management and release.Update and maintain policies and procedures, including alignment with other IT policies/processes including PM/SDLC Framework, Change Management, Problem Management, Incident Management, CMDB, Internal Audit, etc.Assist in the creation of the cloud management governance and work to move this to a more structured process.Identify opportunities to streamline and automate various processes as new components come into the organization.Provide timely reports on the health and overall condition of production and non-production environments.Manage the ITIL/Environment Calendar.Establish vendor relationship management activities in support of delivering efficiencies in ITIL Process.As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information.Current Associates must apply internally via their Career Worklet.

Keywords: Independent Health, Buffalo , IT Service Management Process Administrator, Executive , Buffalo, New York