Be inspired. Be valued. Belong. 

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, leadership programs...and more!

RESPONSIBILITIES:

• Managing 

• Manage the ITSM Request Management process according to ITIL and ITSM best practices.

• Support the management of related ITSM practices such as Incident, Change, Problem, and Asset Management.

• Lead the activities required for effective and efficient operation of Request Management within the ITSM tool.

• Advise ITSM stakeholders on Request Management and ITSM tool catalog governance principles.

• Lead continual service improvement initiatives for Request Management, service catalog, and related practices.

• Function as a lead business partner with Request Management and catalog process stakeholders. 

• Monitor ITSM Request Management process and service catalog for alignment with best practices.

• Remediate Request Management and catalog process and quality deviations and serve as an ITSM team escalation point of contact for complex process and catalog challenges.

• Develop and disseminate ITSM process documentation, and review and revise existing documentation.

• Acts as a team mentor for documentation practices.

• Develop and analyze KPIs and metrics to identify Request Management and service catalog improvement opportunities.

• Lead research and review of ITSM best practices to identify industry advancements and to recommend tools and processes for the enterprise.

• Provide ITSM project services and support with limited management oversight. Intake and assess moderately complex requests and new workflows with minimal supervision.

• Evaluate requests against existing tools and technologies.

   

• Work with other Digital teams, business partners, and vendors for configuration, testing and implementation. 

• Collaborate with Emory University Office of Information Technology (OIT) partners for related processes and lead joint ITSM projects.

• Train users of ITSM processes on how to perform their function using ITSM tools and procedures. 

• Develop training content and mentor junior ITSM Specialists on training activities. 

• Respond to requests and support items within designated times according to SLAs and provide regular updates until resolution.

   

• Assist in queue management to be sure items are answered and followed up on efficiently.

• Provide and communicate clear documentation for support, status, and issue resolutions.

• Review customer survey responses and resolve customer concerns. 

• Escalate complex customer complaints and advise on resolution strategies.

• Provide on-call coverage as scheduled. Assist in creating team on-call schedules. 

• Serve on major incident management bridge in one of the roles defined for the ITSM team. 

• Train new ITSM team members.

• Provide feedback on junior staff performance to ITSM manager. 

• Perform other responsibilities as assigned. 

Preferred Qualifications: 

• ITIL Foundation Certification
• Deep experience with ServiceNow Request Management module and workflows
• Experience with complex ServiceNow catalogs and catalog items
• Strong understanding of ServiceNow best practices for request fulfillment
• Experience in designing and optimizing ITSM request workflows
• Familiarity with ServiceNow Performance Analytics and reporting tools 

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.

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.