IT Service Management Specialist III

Overview

Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: 

• Comprehensive health benefits that start day 1 
• Student Loan Repayment Assistance & Reimbursement Programs 
• Family-focused benefits  
• Wellness incentives 
• Ongoing mentorship, development, and leadership programs  
• And more  

Work Location: Atlanta, GA (100% remote, will only consider applicants from the following states:

Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia and Wisconsin).

Description

RESPONSIBILITIES:

• Manages the lifecycle across all processes within the Information Technology Infrastructure Library (ITIL v3) framework.
• Uses ITSM best practices frameworks to create, align, implement and improve multiple processes. Leads team to ensure efficiencies across the IT Service Management (ITSM) processes lifecycles.
• Serves as escalation point for ITSM team and ensures efficient interaction of processes across all ITSM lifecycles.
• Responsible for compliance with ITSM best practice and for the development of effective remediation.
• Works with Manager on approval of strategic documentation of lifecycle processes and their interaction with other ITSM processes.
• Provides ITSM leadership, guidance and consulting for project teams to increase skills and to develop and advance new processes.
• Responsible for design of continuous process improvement cycles to ensure accountability, efficiency and effectiveness.
• Researches and reviews ITSM best practices to identify industry advancements and to recommend tools and processes for the enterprise.
• Works with manager to review and implement recommendations as needed to assist with service improvements and quality assurance.
• Responsible for the development of KPIs, metrics, and dashboard reports to evaluate the ongoing effectiveness and trends of the ITSM process.
• Works with managers to ensure compliance with process documentation and quality standards.
• Performs other responsibilities as assigned.

MINIMUM QUALIFICATIONS:

• Bachelors Degree in IT related field. 7 years of Information Technology experience.
• ITIL Foundations and IT Service Management certifications preferred.
• 10 years Information Technology experience required in lieu of a degree.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.