Overview

Our team members are the heart of what makes us better.

 

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

 

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

 

The Information Technology Service Management (ITSM) Process Owner will be responsible for governance and support of ITSM processes across the Hackensack Meridian Health (HMH) Network. Scope will vary by business need and related practice, which may include Incident Management, Problem Management, Knowledge Management, Change Management, Request Management, Service Asset and Configuration Management, Service Desk Management and Continual Service Improvement (CSI). Duties will include but are not limited to defining, monitoring, enforcing, measuring and continually improving one or more process areas. Will actively engage with internal teams, vendors and customers to ensure that ITSM tool sets are equipped for efficient and effective execution of assigned Information Technology Infrastructure Library (ITIL) processes.

Responsibilities

A day in the life of a Information Technology Service Management (ITSM) Process Owner at Hackensack Meridian Health includes:

• Manage core ITSM practices (incident, problem, change, request) and practical experience in Service Asset & Configuration Management(SACM) and Configuration Item (CI) development and maintenance.

• Responsible for sponsorship, design, change management and continual improvement of the process and its metrics. 
• Ensures that the process is connected with the company strategy and delivers the intended outcomes (outputs and results).
• Excellent understanding of target customers and models service-oriented behavior.
• Communicates the process and its activities to the people who have a role in it using a responsibility chart (RACI matrix). 
• Exceptional analytical and problem-solving skills to identify and implement continual service improvement (CSI) to enhance efficiency and productivity among the IT division, business units and external vendors.
• Ability to prepare process design and workflows that align to ITSM/ITIL best practices.
• Define and manage key performance indicators (KPIs) and service and operational level agreements (SLA/SLO) targets to ensure IT is meeting expected service levels. 
• Perform trend analysis and reporting on incidents, problems, root cause analysis (RCAs), changes, and service level trends.
• Ability to manage complexity and develop innovative solutions to drive business value.
• Other duties and/or projects as assigned. 
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• Bachelor's degree in IT, Business Management, Computer Information Systems or other related IT/health field.
• A minimum of 7 years of experience in technical multi-discipline management.
• Proficient in applying ITIL/ITSM principles and concepts.
• Experience with ServiceNow implementation. 
• Excellent organizational, project coordination, analytical, and interpersonal skills to develop, document and implement improvement processes.
• Strong program management skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality.
• Advocate for automation and demonstrate strong passion, interest and knowledge in automating processes with technology within the team and division.
• A team player who thrives and who is keen to influence others with means of new technologies.
• Ability to work autonomously and set priorities to meet deadline-driven organizational needs. 
• Self-motivated, hands-on, analytical, meticulous and fast learner with a technical background.
• Leadership skills, judgment, creativity, and comprehensive knowledge of the field.
• Ability to drive strategic direction. 13. Strong proficiency with Google Workspace.

Education, Knowledge, Skills and Abilities Preferred:

• IT delivery with solid understanding of Windows and Chrome platforms, Citrix, Oracle Business Intelligence/Analytics, networking and security technologies.
• Experience in Robotic Process Automation (RPA) tools such as UiPATH.
• Strong understanding of ServiceNow technologies/modules is a strong plus. 
• Demonstrated proficiency in ITSM/ITIL best-practice and process standardization are also a plus. Licenses and Certifications Required: 1. ITIL V3 Foundation or ITIL 4 Foundation Certification.

Licenses and Certifications Preferred:

• ITIL v3 Advanced or 4 Advanced Certification.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

Starting Minimum Rate

Minimum rate of $95,555.20 Annually

Job Posting Disclosure

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to: Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness. Experience: Years of relevant work experience. Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training. Skills: Demonstrated proficiency in relevant skills and competencies. Geographic Location: Cost of living and market rates for the specific location. Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization. Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered. Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts. In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.