Process Manager

at  DaVita

EDUCATION AND EXPERIENCE

• 4-8 years’ experience in IT Service process management.
• Bachelor’s degree in a related field.

SPECIALIZED EXPERIENCE, EDUCATION, TRAINING, OR QUALIFICATIONS

• Bachelor’s Degree in Computer Science, Information Systems or other related field or equivalent work experience
• 5-7 years of application support and troubleshooting experience
• Proven record of success in IT methodologies, services, and infrastructures
• Experience with operational major incident management, problem management and change enablement
• ServiceNow Incident / Problem Management experience preferred
• Excellent written and oral communication skills, including presentation skills
• Excellent time management skills including the ability to juggle multiple priorities simultaneously
• Experience collaborating with IT teams diving results
• Strong decision making and critical thinking skills
• Technical knowledge and experience
• The ability to operate independently

TRAVEL AND TIME REQUIREMENTS

• Travel: As required up to 5%
• Nights/Weekends: Participate in rotating 24x7 on-call schedule or provide assigned 2nd or 3rd coverage

Here is what you can expect when you join our Village:

• A “community first, company second” culture based on Core Values that really matter.
• Clinical outcomes consistently ranked above the national average.
• Award-winning education and training across multiple career paths to help you reach your potential.
• Performance-based rewards based on stellar individual and team contributions.
• A comprehensive benefits package designed to enhance your health, your financial well-being and your future.
• Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.

GENERAL PURPOSE OF THE JOB

The Process Manager (IT) position is a key member of the IT Service Management team. They are responsible for the management of Major Incident support to ensure timely resolution and efficient support. Managing this process includes coordinating support from multiple teams, primarily within Information Technology. The role requires high pressure organization of events, highly visible communications, and comprehension of technical knowledge. This will include guiding technical resources, leaders, and customers toward process adherence and efficient support solutions. The Process Manager is additionally responsible for Major Incident follow up through the Major Problem process. They will guide the Major Problem process to thoroughly explore preventative measures, corrective actions, and root cause analysis utilizing technically experienced support teams that manage the impacted applications and services.
The IT Service Management team provides Major Incident and Major Problem process support. The team is considered subject matter experts on the process toward critical incident resolution and incident prevention within those process. The IT Service Management team provides coverage twenty-four hours a day seven days a week three hundred sixty-five days a year. This position will share on-call responsibilities to ensure coverage and response to provide these services. A successful Process Manager will display a strong customer service-oriented attitude as well as capable leadership skills, and have the ability to develop and maintain strong, positive relationships with customers, partners, and leaders across the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for Major IT systems incident management from initiation through resolution
• Review historical incidents and root cause analysis to identify trends and opportunities for improvements across IT
• Produce, maintain, and distribute major incident reports for critical business and IT services
• Manage the Major Problem Management process toward lasting solutions
• Conduct Post Incident Reviews for Major Incidents
• Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences