Intermediate IT Process Manager

Presbyterian is seeking a Intermediate IT Process Manager. This positoin will provide a single point of contact for one or more IT Service Management process(es), responsible for planning and coordination of day-to-day activities required to carry out, monitor and report on the process for which they are responsible.. Provides the authority or ability to make changes in the process as required, and manage process(es) end-to-end so as to ensure optimal overall performance.

 

Responsible for managing all process documentation and supporting all enhancements to the process. Works across the organization to identify, design, analyze and develop processes in line with business and technology requirements. This position requires knowledge across multiple infrastructure platforms and processes Partners with the Technical Subject Matter Experts to provide process requirements for building or modifying tools that support the process.

• This is a Full Time position - Exempt: Yes
• Job is based at Rev Hugh Cooper Admin Center
• Work hours: Weekday Schedule Monday-Friday

Preferred Qualifications:

• Mastery of ITIL 4 and Knowledge Management: Possesses a strong grasp of ITIL 4 practices, particularly in Knowledge Management, content curation, and technical writing within an ITSM environment.
• Proficient with ServiceNow: Experienced in administering the ServiceNow Knowledge Management application, overseeing governance, and reporting on KPIs to ensure effective knowledge management processes.
• Collaborative knowledge curation and training: Works closely with Subject Matter Experts, Service Owners, and other key teams to curate organizational knowledge, and creates, coordinates, and delivers training sessions on various ITSM topics.
• Exceptional communication and instructional skills: Excels at communicating and presenting complex technical ideas in a clear, accessible manner. Has a solid understanding of project management concepts and is familiar with instructional design principles.

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience. 6 years of additional experience can be substituted in lieu of degree.
• Knowledge of process analysis principles

• Coordinates the design, development and maintenance of one or more of the processes and related procedures within the ITSM Lifecycle.
• Coordinates the planning and management of support for the processes and for the toolset supporting the processes
• Coordinates interfaces between ITSM processes and other service management processes
• Coordinates the monitoring of the effectiveness of the processes and makes recommendations for improvement.
• Coordinates the production of management information through the definition of CSFs and KPIs for the processes within area of responsibility

About Presbyterian Healthcare Services
Presbyterian offers a comprehensive benefits package to eligible employees, including medical, dental, vision, disability coverage, life insurance, and optional voluntary benefits.

The Employee Wellness Rewards Program encourages staff to engage in health-enhancing activities - like challenges, webinars, and screenings - with opportunities to earn gift to earn gift cards and other incentives.

As a mission-driven organization, Presbyterian is deeply committed to improving community health across New Mexico through initiatives like growers' markets and local partnerships. Founded in 1908, Presbyterian is a locally owned, not-for-profit healthcare system with nine hospitals, a statewide health plan, and a growing multi-specialty medical group. With nearly 14,000 employees, it is the largest private employer in the state, serving over 580,000 health plan members through Medicare Advantage, Medicaid, and Commercial plans.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

USD $49.26/Hr.

The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.