MINIMUM QUALIFICATIONS:

• Bachelors Degree in IT related field. 7 years of Information Technology experience. ITIL Foundations and IT Service Management certifications preferred.
• 10 years Information Technology experience required in lieu of a degree.
  Additional Details:
  Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
  Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week’s advance notice is preferred

Preferred Qualifications:

• Deep experience with ServiceNow Major Incident Management module and workflows
• Experience with ServiceNow Incident and Problem Management
• Strong understanding of ServiceNow best practices for Major Incident Management process
• Experience in leading, designing, and optimizing ITSM Major Incident process
• Familiarity with ServiceNow Performance Analytics and reporting tool

• Manage the ITSM Major Incident Management process according to ITIL and ITSM best practices.
• Lead the activities required for effective and efficient operation of Major Incident Management within the ITSM tool.
• Support the management of related ITSM practices such as Incident, Change, and Problem Management.
• Advise ITSM stakeholders on Major Incident Management principles as well as tool-specific configurations such as in the ServiceNow Major Incident Management module.
• Lead continual service improvement initiatives for Major Incident Management and related practices.
• Function as a lead business partner with Major Incident Management process stakeholders.
• Monitor ITSM Major Incident Management process for alignment with best practices.
• Remediate Major Incident Management process and quality deviations and serve as an ITSM team escalation point of contact for complex Major Incident process and tool challenges.
• Develop and disseminate ITSM Major Incident process documentation, and review and revise existing documentation.
• Acts as a team mentor for documentation practices.
• Develop and analyze KPIs and metrics to identify Major Incident Management improvement opportunities.
• Lead research and review of ITSM best practices to identify industry advancements and to recommend tools and processes for the enterprise.
• Provide project management services and support with limited leadership oversight.
• Intake and assess moderately complex requests and new workflows with minimal supervision.
• Evaluate Major Incident Management process requests against existing tools and technologies.
• Work with other Digital teams, business partners, and vendors for configuration, testing and implementation. Collaborate with Emory University Office of Information Technology (OIT) partners for related processes and lead joint ITSM projects.
• Train users of ITSM processes on how to perform their function using ITSM tools and procedures.
• Develop training content and mentor junior ITSM Specialists on training activities.
• Respond to requests and support items within designated times according to SLAs and provide regular updates until resolution.
• Assist in queue management to be sure items are answered and followed up on efficiently.
• Provide and communicate clear documentation for support, status, and issue resolutions.
• Review customer survey responses and resolve customer concerns.
• Escalate complex customer complaints and advise on resolution strategies.
• Provide on-call coverage as scheduled. Assist in creating team on-call schedules.
• Serve on major incident management bridge in one of the roles defined for the ITSM team.
• Train new ITSM team members on Major Incident Management.
• Perform other responsibilities as assigned.

Preferred Qualifications:

• Deep experience with ServiceNow Major Incident Management module and workflows
• Experience with ServiceNow Incident and Problem Management
• Strong understanding of ServiceNow best practices for Major Incident Management process
• Experience in leading, designing, and optimizing ITSM Major Incident process
• Familiarity with ServiceNow Performance Analytics and reporting tools