We are seeking a skilled IT Service Management (ITSM) Process Architect to join Children's National Hospital and be part of our dynamic and innovative Information Services team. The ITSM Process Architect will be responsible for designing and implementing IT service management processes that align with industry best practices and support the unique needs and requirements of a healthcare organization. This is a vital role in ensuring that our organization's IT service management processes meet regulatory requirements and support the delivery of high-quality patient care. The ideal candidate will have a strong understanding of ITIL (IT Infrastructure Library) and extensive experience in healthcare IT service management.
Assist with the adoption and optimization of ITSM processes across business units, focusing on incident, problem, change, and asset management. Utilize ServiceNow to streamline work activity, aiming for a significant improvement in process efficiency and user satisfaction.
Collaborate with the manager to develop and implement comprehensive policies and procedures that standardize ITSM practices across Children's National Hospital. Your goal is to establish a robust framework that ensures consistency, reliability, and adherence to best practices in IT service management.
Work with our service provider to deliver regular presentations and reports that utilize data analysis to highlight service status, trends, and areas for improvement. Promote the value of ITSM core processes through effective communication and advocacy.
Drive problem management activities with our service provider, demonstrating exceptional project management skills. Help guide the helpdesk team and other stakeholders through the problem management process, minimizing resistance and ensuring a smooth transition to new practices.
Forge and maintain strong relationships with internal and external stakeholders, ensuring alignment with digital transformation and business strategies. Stay abreast of IT sector developments and integrate industry best practices into our ITSM framework.
In addition, Analyze and provide input for event and incident management processes, procedures and metrics to identify service improvement and staff opportunities for improvement and efficiency. Support training requirements for event and incident management.
Minimum Education
Minimum Work Experience
Required Skills/Knowledge
Required Licenses and Certifications
Functional Accountabilities
Organizational Accountabilities
Teamwork/Communication
Performance Improvement/Problem-solving
Cost Management/Financial Responsibility
Safety