IT Service Manager - Remote option

This position may be performed remotely from the following locations within the United States of America: Arkansas, Colorado, Florida, Georgia, Indiana, Kansas, Louisiana, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, and Wisconsin.

General Description:

The IT Service Manager is responsible for overall coordination of the Service Management processes, to ensure the quality and availability of critical OU Health IT services.

Essential Responsibilities:

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Development, refinement, and maintenance of the ITIL based service management processes and enabling toolsets
• Planning and managing the continued enablement of core Service Management processes on OU Health supporting systems
• Ensuring the complete logging, prioritization, response and tracking of all IT service requests, interruptions or changes
• Coordinating interfaces between OU Health's other core service management processes
• Driving the efficiency and effectiveness of the designated or assigned service management processes
• Producing management escalation and performance information on a regular basis
• Monitoring the effectiveness of designated or assigned service management process across OU Health IT and making recommendations for improvement
• Identification and management of Major Incidents or Changes affecting critical OU Health services or impacting patient safety
• Coordinating the effective delivery, responses and resolutions with all OU Health IT technology teams and resources
• Coordinating all service management interaction and delivery with OU Health providers and/or vendors
• Serve as IT point of contact for escalation of service interruptions or requirements
• Tracking and publication of all service management managed issues, changes or requests through their initiation, updates, and delivery or resolution

General Responsibilities:

• Performs other duties as assigned.

Minimum Qualifications:

Education: Bachelor's degree in information technology or related field required. An equivalent amount of education or experience may be substituted for minimum educational requirements.

Experience: Four (4) years of experience working in IT service management required. Experience in management and reporting of service management processes on a ServiceNow platform required. Experience in managing services within a hospital/healthcare environment preferred.

Licensure/Certifications/Registrations Preferred: ITIL Foundations Certification in ITIL v3 or ITIL4 or ITIL Practitioner Specialist preferred or ability to obtain within 36 months of hire date.

Knowledge, Skills and Abilities:

• Knowledge of the implementation and maintenance of ITIL processes
• Ability to shift priorities and manage change with a positive outcome
• Provide outstanding client service, meet high quality standards for services and meet or exceed client expectations. Proactive in seeking innovative ways in which to help others
• Strong problem-solving and resolution skills, takes initiative and uses good judgment, excellent follow-up skills
• Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team
• Excellent interpersonal and communication skills (oral and written), professional demeanor and presentation
• High attention to detail, outstanding organizational skills and the ability to manage time effectively
• Position also requires the ability to work under pressure to meet strict deadlines, effectively prioritize multiple tasks
• Recognize confidential, sensitive, and proprietary information and maintain such information as confidential