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Job Field: Office Jobs
Location: WEST VALLEY CITY, UT
Job Type: Full Time

JOB SUMMARY:

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The Service Management position oversees, facilitates, and administers ITIL (Information Technology Infrastructure Library) based service support processes for Intermountain Healthcare. ITIL processes include service strategy, design, transition, operations and continual service improvement activities.    Experienced in all aspects of service management and ITIL. Encompasses full knowledge required within the service management specialty area. Typically develops process and procedure documentation that are implemented by self or team. Is able to function independently with minimal oversight and direction. Provides professional guidance and leadership to peers.    Job Essentials    Focuses on collection and analysis of statistical data related to the performance and outcome of service support processes.    Initiates corrective and preventative actions as necessary to resolve operational or service level exceptions.    Collaborates with functional teams and other Service Managers to improve service delivery.    Guides and mentors other employees that have a role within the Service Support processes.    Facilitates operational meetings to ensure leadership and client awareness of Service Support items.    Develops repeatable workflows to ensure predictable delivery of services.    Performs calculations to measure operational effectiveness of process tools.    Responds to requests and completes process and configuration updates.    Ensures tool functionality is configured and used appropriately.    Measures operational effectiveness and provides reports to leadership on process compliance and operational activities.    Performs statistical analysis related to the performance and outcome of service support processes.    Provides process expertise to associates and clients during project activities.    This position will work with confidential and proprietary information that requires a signed IT Employee Invention and Confidentiality Agreement upon hire.    Minimum Requirements    Bachelor s degree in computer science, information systems or other technical field plus three or more years of information technology experience -OR- seven or more years of information technology experience. Intermountain Healthcare verifies both degree attainment and educational institution accreditation following an offer of employment.    Two or more years of experience moving data between application/database systems    Experience developing process documentation    Experience developing reports and statistics using spreadsheet software    Ability to coordinate and facilitate operational meetings    Ability to develop workflow diagrams for service management areas    On-call availability in 24x7 environment. On-call rotation will occur once every three weeks.    Preferred Qualifications    Two or more years of experience writing SSIS packages    ITIL v3 Foundations Certification (Must be willing to obtain certification within one year of hire)    Expert understanding of ITIL based Service Support process (e.g. Change Mgt., Problem Mgt., Incident Mgt.)    Ability to council and consult with teams related to Service Management roles and functions    Experience in a healthcare environment    Please Note  All positions subject to close without notice  Intermountain Healthcare is an equal opportunity employer M/F/D/V

KEY REQUIREMENTS:

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