Manager, IT Service Management
Company: Alameda Health System
Location: Oakland
Posted on: March 17, 2023
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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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