Posted: Sunday, February 26, 2017 9:17 PM
Status: Full Time, ExemptSummary:Working with stakeholders and Senior Process Engineers, assists in the design and administration of the Enterprise IT Service Catalog, Production Change Management System, Incident/Problem Management System and IT Asset Management System in the enterprise IT System Management (ITSM) tool. The process engineer will be responsible for the design and delivery of reports from the ITSM system for our internal customers. This role will be involved in day to day processes surrounding the change management activities. The Process Engineer will assist with process maturation, development, standards documentation and drive operational excellence through consistent delivery and best practices. As part of the Change Management team, operates change process administration. The effort includes leading the Change Advisory Board, managing the ETIS global Change Calendar, and resolving change conflicts. This role also includes the evangelical work required to ensure process buy-in and compliance throughout ETIS. Becomes the recognized Subject Matter Expert (SME) and system owner for the Enterprise ITSM tool. The Process Engineers have full accountability for the design and configuration of the tool used to create service requests, change requests (CRQs), incident tickets and problem records. Documents policies, processes and procedures associated with operating and administering the ITSM application. The processes used by these IT functions are imbedded in the ITSM workflows, which must efficiently guide end users through the steps. Designs, develops, tests and implements the IT Service Delivery reports.The Process Engineers will work with delivery teams to provide reporting to individual teams and management. The Process Engineer will develop and improve monthly reports. Administration and design of individual reports will also be key responsibilities. Provides process design and engineering guidance to ETIS in all areas which have a product in the Service Catalog. In this role, the Process Engineer will conduct simulated walk through with a service owner to clarify requirements for the steps needed to build a repeatable workflow that can be captured in the ITSM tool. Leads the ETIS Problem Management process. The effort includes tracking the enterprise's history of large scale IT issues, leading the post mortem activities to discover root causes, and tracking any planned remediation measures that are developed as a result. Tracks and reports Key Performance Indicators (KPIs) for the Change and Problem Management Process. These KPIs are used to feed a continuous improvement cycle. Builds processes that support the flow through the Software Development Life Cycle. Works with the KPIs developed to assist the senior management team in finding focus areas for quality improvements. Coordinates Post Incident Review meetings and governance to implement future preventative measures. Participates in SAS70 reviews and audits to ensure Change and Problem processes meet HIPAA, Audit and Compliance requirements. Coaches, mentors and trains new team members and backups for administration functions. Ability to maintain confidentiality and adhere to regulatory compliance issues as they exist and change from time to time. Performs other related duties as assigned.POSITION QUALIFICATIONSMinimum Education:Bachelor's Degree or equivalent business experience required in Health Care/Business Administration, Software Quality Assurance, Computer Science or related field.Minimum Experience:1-3 years relevant technical work experience; including direct experience with ITSM, workflow management, ITSM systems and process design.5+ years relevant technical work experience preferred.Required Skills:* Excellent understanding of problem, change and release concepts and best practices.* Excellent understanding of Service Request catalog concepts and best practices.* Highly self-motivated and directed, with exceptional customer service orientation and a dedication to meeting deadlines and ensuring quality delivery.* Ability to multitask in a mission-critical environment, as well as adapt quickly to changes in priority* Experienced in leading large business system updates and changes.* Excellent troubleshooting and analytical skills.* Excellent interpersonal skills: (eg, partnering, conflict management, mentoring, influence), as well as strong verbal and written communication skills.* Proven ability to interact with all levels of business, technical and end users.* Understanding of health care business/delivery process preferred.* Must be comfortable working in a team environment as well as independently, and possess a sense of accountability and urgency in completing assignments.* Ability to successfully adapt & apply industry best practices/concepts while addressing constraints of organizational, political and technical hurdles.* ITSM, Macess, Facets, and Lawson experience a plus.* ITIL or change / configuration management Certification a plus.
• Location: Rochester
• Post ID: 23886076 rochester