Infrastructure Systems Engineer - job 2 of 2

As an Infrastructure Systems Engineer at Emory Healthcare, your primary responsibilities revolve around managing the IT Service Management (ITSM) processes within the ITIL v3 framework. You will lead the team in implementing and improving ITSM best practices, serve as an escalation point, and ensure the compliance and efficiency of these processes. Additionally, you'll develop KPIs and metrics to assess the ongoing effectiveness of the ITSM strategies.

To qualify for the Infrastructure Systems Engineer role at Emory Healthcare, candidates must have a Bachelor's degree in an IT-related field or a minimum of 10 years of relevant IT experience in lieu of a degree. Furthermore, having ITIL Foundations and IT Service Management certifications is preferred, alongside strong experience with ITSM processes.

Emory Healthcare is committed to professional growth, offering ongoing mentorship, leadership programs, and valuable resources to help Infrastructure Systems Engineers enhance their skill sets. This supportive environment fosters continuous learning and helps employees reach new heights in their careers.

Infrastructure Systems Engineers at Emory Healthcare can look forward to comprehensive health benefits starting on day one, student loan repayment assistance, family-focused initiatives, wellness incentives, and various other benefits that prioritize employee well-being and work-life balance.

ITIL compliance is crucial for the role of an Infrastructure Systems Engineer at Emory Healthcare, as it ensures that all IT Service Management processes are aligned with industry standards and best practices. This compliance not only enhances efficiency and effectiveness but also facilitates improved service delivery and quality assurance across the organization.

When answering this question, focus on specific ITIL processes you've implemented or managed, and how they improved service delivery. Highlight your familiarity with the ITIL framework and any relevant certifications you hold, sharing practical examples of how you’ve used these methodologies in your past work experiences.

Discuss your approach to analyzing current processes, identifying areas for improvement, and implementing changes. Mention tools or methodologies you employ, such as root cause analysis or performance metrics, and give examples of successful improvements you've made in past roles.

Explain how you assess urgency and importance when tackling multiple processes. Consider mentioning techniques such as prioritization matrices or project management tools, and provide examples from your previous experiences that demonstrate your ability to manage competing priorities effectively.

Share key performance indicators (KPIs) you think are important for measuring ITSM success, such as service availability, incident resolution times, or customer satisfaction scores. Explain why you think these metrics are valuable, and how you’ve used them to drive improvements in previous positions.

Discuss your approach to conflict resolution, emphasizing your interpersonal skills and ability to foster collaboration. You might mention techniques like open communication, mediation strategies, or building trust among team members to resolve conflicts amicably while keeping the team focused on shared goals.

When sharing about a challenging project, detail the specific expectations, obstacles, and your strategic approach to overcoming them. Highlight the final results and any measurable improvements that occurred, providing evidence of your effective leadership and problem-solving skills.

List specific tools or software you’ve used to manage ITSM processes, explaining their functionalities and how they contributed to improvements in your previous roles. Discuss your rationale for preferring certain tools based on user experience, integration capabilities, or analytics functionalities.

Elaborate on your approach to staying informed about ITSM best practices, including training, certifications, and industry research. Discuss how you implement and review compliance within your team, ensuring that processes align with the latest standards and frameworks.

Share a specific instance where you successfully mentored a colleague, detailing the context, mentoring approach, and outcomes. Illustrating your ability to support others in their professional development highlights your leadership capabilities and commitment to team growth.

Describe your methodology for researching new tools or processes, emphasizing how you assess their alignment with industry advancements and the specific needs of your organization. Providing a systematic approach shows you are proactive in identifying opportunities for enhancement in ITSM practices.