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Manager, IT Service Management

Company: Alameda Health System
Location: Oakland
Posted on: March 17, 2023

Job Description:

We're hiring!The Manager of IT Service Management leads and establishes comprehensive programs for IT Service Management which include but not limited to: Incident, Request, Change, Problem, Knowledge and Assets using ITIL framework; oversees the Business Continuity and Disaster Recovery and manages the administration and maintenance of ServiceNow, including implementation, configuration, development work, upgrades and the ServiceNow administrator team; collaborates with CISO to create and implement disaster recovery policy and the strategies, processes, procedures, and subsequent projects. This position will support the CTO to manage the development and implementation of all parts of ITSM and IT resilience strategy.DUTIES & ESSENTIAL JOB FUNCTIONS: NOTE: Following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Not all duties listed are necessarily performed by each individual in the classification. Supervises staff and manages employee performance; provides on-going performance feedback, addresses problems, orients and trains employees, verifies competency and identifies and suggests ways to develop skills; monitors workflow.Develops ITSM performance metrics and performs IT internal audits for continuing improvements.Develops, socializes and trains on policies, standards and procedures for each area of responsibility.Manages and develops the team responsible for the implementation and administration of the ServiceNow platform, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, supporting quality assurance, and performing application upgrades.Serves as the owner for both internal and external ITSM and BCDR audits.Develops and implements enterprise strategy major incident/disaster recovery response.Establishes standard recovery tiers, including recovery time objective (RTO) and recovery point objective (RPO) for all applications and infrastructure.Develops and facilitates annual DR exercises to test plans for critical/business applications and infrastructure.Performs annual business impact analysis (BIA).Collaborates with IS infrastructure leadership to develops recovery strategies and workaround procedures; oversees the implementation across all sites.Works with business operations to promote the adoption, optimization, and improvement of service management solutions in the ServiceNow platform.Collaborates with service owners to determine opportunities to optimize workflows and improve service deliveryDevelops strategic plans for current and future utilization of the ServiceNow platform.Serve as ServiceNow ITSM Scrum Master and backup SME.Creates and implements ITSM new hire training for all areas of responsibility.Performs other duties as assigned.MINIMUM QUALIFICATIONS:Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.Required Education: Bachelor's Degree in Business Administration, Computer Science or related field.Preferred Education: Master's Degree in Business Administration, Hospital Administration or related fieldRequired Experience: Eight years of proven BCM/DRP planning/testing/analysis experience; five years program management. Preferred Experience: Agile Scrum experiencePreferred Licenses/Certifications: ITIL Foundation Certification, ITIL Managing Professional/Expert Certification; Agile Scrum Master Certification.

Keywords: Alameda Health System, Oakland , Manager, IT Service Management, Executive , Oakland, California

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