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 multiple processes within the Information Technology Infrastructure Library (ITIL) framework.
• Leads the activities required for effective and efficient operation of those processes using ITSM best practices.
• Leads work efforts to improve efficiencies across IT Service Management (ITSM) process lifecycles. 
• Functions as a lead business partner with ITSM process stakeholders and team members. 
• Monitors processes for alignment with ITSM best practices.
• Responsible for ensuring ITSM process and quality deviations are remediated and serves as an ITSM team escalation point of contact for complex process challenges.
• Develops and disseminates ITSM process documentation. 
• Reviews and revises existing documentation.
• Acts as a team mentor for documentation practices.
• Proactively analyzes service performance KPIs and metrics, identifies improvement opportunities, designs and leads continual service improvement initiatives.
• Leads research and review of ITSM best practices to identify industry advancements and to recommend tools and processes for the enterprise.
• Provides ITSM project services and support with limited management oversight. Intakes and assesses moderately complex requests and new workflows with minimal supervision.
• Evaluates requests against existing tools and technologies.
• Works with other Digital teams, business partners, and vendors for configuration, testing and implementation.  Collaborates with Emory University Office of Information Technology (OIT) partners for related processes and leads joint ITSM projects.
• Trains users of ITSM processes on how to perform their function using ITSM tools and procedures. 
• Develops training content and mentors junior ITSM Specialists on training activities. 
• Responds to requests and support items within designated times according to SLAs and provides regular updates until resolution.
• Assists in queue management to be sure items are answered and followed up on efficiently.
• Provides and communicates clear documentation for support, status, and issue resolutions.
• Reviews customer survey responses and resolves customer concerns. 
• Escalates complex customer complaints and advises on resolution strategies.
• Provides on-call coverage as scheduled. Assists in creating team on-call schedules. 
• May serve on major incident management bridge in one of the roles defined for the ITSM team. 
• Responsible for training for new ITSM team members.
• Provides feedback on junior staff performance to Manager. 
• Performs other responsibilities as assigned. 

Preferred Qualifications: 

• ITIL Foundation Certification
• Experience with ServiceNow Request Management modules
• 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.