Infrastructure Systems Engineer - job 1 of 2

As an Infrastructure Systems Engineer at Emory Healthcare, the primary responsibilities revolve around managing the lifecycle of ITSM processes using the ITIL framework. This involves implementing best practices, leading the ITSM team to enhance efficiencies, and serving as an escalation point for issues that arise within these processes. Additionally, you will be responsible for developing KPIs and metrics, and collaborating with management to improve service quality and compliance.

To qualify for the Infrastructure Systems Engineer role at Emory Healthcare, candidates should ideally hold a Bachelor’s degree in an IT-related field. Importantly, a minimum of seven years of information technology experience is necessary, and candidates with ten years of relevant experience may apply in lieu of a degree. Additionally, having ITIL Foundations and IT Service Management certifications is preferred.

Emory Healthcare is committed to nurturing talent and supporting the professional development of Infrastructure Systems Engineers through ongoing mentorship, development opportunities, and leadership programs. Our environment encourages team members to advance their skills, connect with peers, and explore new processes to drive efficiency within ITSM.

Employees in the Infrastructure Systems Engineer position at Emory Healthcare can look forward to a collaborative and supportive work environment. The culture emphasizes teamwork, innovation, and continuous improvement, allowing engineers the freedom to suggest advancements and lead process enhancements in ITSM.

Emory Healthcare offers a robust benefits package starting from day one, including comprehensive health benefits, student loan repayment assistance, family-focused perks, and wellness incentives. Employees also have access to ongoing mentorship and professional development resources to help them thrive in their careers.

The ITIL framework is vital for an Infrastructure Systems Engineer as it provides structured guidelines on IT service management practices. Understanding ITIL's processes allows you to effectively manage service lifecycles, improve service delivery, and ensure compliance with industry standards. Make sure to highlight your experience with ITIL implementations in previous roles.

Discuss your experience in defining KPIs that correlate with ITSM processes. Emphasize your ability to analyze data trends and how you used these metrics to drive continuous improvements in service delivery. Providing specific examples from past roles can showcase your analytical skills and strategic thinking.

Describe a methodical approach to process implementation, including assessing current processes, gathering input from stakeholders, developing documentation, and training staff. Mention any tools you’ve used in the past for process management that align with the ITIL framework.

Use a specific example where your problem-solving skills led to enhanced ITSM processes or positive outcomes in service delivery. Explain the challenge, the steps you took, and the end result to highlight your critical thinking and leadership qualities.

Talk about methods like regular process reviews, soliciting team feedback, and staying updated with industry best practices. Share an example where these strategies led to successful process enhancements in your previous experience.

Discuss your approach to creating a culture of compliance, including regular training and audits. Highlight how you’ve maintained process documentation and quality standards in past roles to uphold compliance effectively.

Share your familiarity with various ITSM tools that align with the ITIL framework. Describe how you've employed these tools to manage incidents, change requests, and service catalogs, and discuss their impact on efficiency.

Illustrate your ability to work across departments by providing examples of successful projects or initiatives involving collaboration. Discuss how effective communication and teamwork supported your goals in enhancing services.

Explain how you share your knowledge and experience by leading training sessions, providing constructive feedback, and offering guidance on complex projects. Highlight your passion for fostering talent and increasing team capabilities.

Outline your strategies for professional development, such as attending conferences, participating in webinars, or following industry thought leaders on social media. Mention specific areas of ITSM you are particularly interested in.