ITSM Major Incident Management Specialist III at Emory Healthcare

Tucker, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

0.0

Posted On

11 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ServiceNow, Major Incident Management, ITIL, ITSM, Incident Management, Change Management, Problem Management, Performance Analytics, Documentation Practices, KPI Development, Project Management, Training, Mentoring, Service Improvement, Collaboration, Customer Support

Industry

Hospitals and Health Care

Description

Overview Be inspired. Be rewarded. Belong. At Emory Healthcare. At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more 100% remote position, but must reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin Description We are seeking a ServiceNow ITSM Major Incident Management Specialist to lead and own the enhancement of a Major Incident Management process for Emory Healthcare in an individual contributor function. The ideal candidate will have focused their recent career with ServiceNow and Major Incident Management duties and be instrumental in helping Emory shape this job function, bringing strong ServiceNow best practices for the MIM process. 100% remote position, but must reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin RESPONSIBILITIES: 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 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.

Responsibilities

Manage and enhance the ITSM Major Incident Management process according to ITIL and ITSM best practices. Lead continual service improvement initiatives and function as a business partner with stakeholders.