IHT Process Manager
US-ID-Boise
careers
Req #: 105112
Type: Full-Time
|
|
|||||||||||
|
||||||||||||
Overview: St. Luke's Health System is seeking an IHT Process Manager to join our Enterprise Service Management (ESM) team. The IHT Process Manager is responsible for the operational ownership and execution of Enterprise Service Management (ESM), IT Service Management (ITSM) processes based on the Information Technology Infrastructure Library (ITIL) framework, and other IT industry processes. This role ensures that processes are effectively designed, implemented, and maintained to support organizational goals. The IHT Process Manager collaborates with stakeholders, develops process documentation and training, monitors performance metrics, and drives adoption and efficiency across the enterprise. Duties/Responsibilities: * Responsible for the management and operation of one or more Enterprise ITSM, ITIL, or IT industry processes, managing their full lifecycle and functionality (e.g., Incident, Problem, Change, Configuration, Service Request, etc.). * Ensures process compliance and alignment with organizational best practice, policies and standards. * Collaborates with stakeholders to gather requirements and ensure process effectiveness. * Develops and delivers training materials and communicates to process users. * Maintains process documentation including workflows, procedures, and use cases. * Monitors process performance using KPIs and dashboards; identifies and addresses deviations. * Supports process governance activities and participates in process review meetings. * Identifies and implements incremental process improvements. * Supports and manages process-related risks and issues escalating based on organizational impact. * Works with technology platform administrators to ensure technology alignment with process needs. * Provides guidance and mentorship to junior team members. * Performs other duties as assigned Minimum Qualifications: * Education: Bachelor's degree or experience in lieu of degree * Experience: 4 years' relevant experience * Licenses/Certifications: None Preferred Qualifications: * ServiceNow experience is a plus * Strong knowledge of IT Service Management software and processes Responsibilities: The IHT Process Manager is responsible for the operational ownership and execution of Enterprise Service Management (ESM), IT Service Management (ITSM) processes based on the Information Technology Infrastructure Library (ITIL) framework, and other IT industry processes. This role ensures that processes are effectively designed, implemented, and maintained to support organizational goals. The IHT Process Manager collaborates with stakeholders, develops process documentation and training, monitors performance metrics, and drives adoption and efficiency across the enterprise. * Responsible for the management and operation of one or more Enterprise ITSM, ITIL, or IT industry processes, managing their full lifecycle and functionality (e.g., Incident, Problem, Change, Configuration, Service Request, etc.). * Ensures process compliance and alignment with organizational best practice, policies and standards. * Collaborates with stakeholders to gather requirements and ensure process effectiveness. * Develops and delivers training materials and communicates to process users. * Maintains process documentation including workflows, procedures, and use cases. * Monitors process performance using KPIs and dashboards; identifies and addresses deviations. * Supports process governance activities and participates in process review meetings. * Identifies and implements incremental process improvements. * Supports and manages process-related risks and issues escalating based on organizational impact. * Works with technology platform administrators to ensure technology alignment with process needs. * Provides guidance and mentorship to junior team members. * Performs other duties as assigned Qualifications: * Education: Bachelors degree or experience in lieu of degree * Experience: 4 years relevant experience * Licenses/Certifications: None
Share this job:
