Process Manager
General Purpose of the Job
The Process Manager (IT) position is a key member of the IT Service Management team. They are responsible for the management of Major Incident support to ensure timely resolution and efficient support. Managing this process includes coordinating support from multiple teams, primarily within Information Technology. The role requires high pressure organization of events, highly visible communications, and comprehension of technical knowledge. This will include guiding technical resources, leaders, and customers toward process adherence and efficient support solutions. The Process Manager is additionally responsible for Major Incident follow up through the Major Problem process. They will guide the Major Problem process to thoroughly explore preventative measures, corrective actions, and root cause analysis utilizing technically experienced support teams that manage the impacted applications and services.
The IT Service Management team provides Major Incident and Major Problem process support. The team is considered subject matter experts on the process toward critical incident resolution and incident prevention within those process. The IT Service Management team provides coverage twenty-four hours a day seven days a week three hundred sixty-five days a year. This position will share on-call responsibilities to ensure coverage and response to provide these services. A successful Process Manager will display a strong customer service-oriented attitude as well as capable leadership skills, and have the ability to develop and maintain strong, positive relationships with customers, partners, and leaders across the company.
Essential Duties and Responsibilities
Responsible for Major IT systems incident management from initiation through resolution
Review historical incidents and root cause analysis to identify trends and opportunities for improvements across IT
Produce, maintain, and distribute major incident reports for critical business and IT services
Manage the Major Problem Management process toward lasting solutions
Conduct Post Incident Reviews for Major Incidents
Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
Education and Experience
4-8 years' experience in IT Service process management.Bachelor's degree in a related field.Specialized Experience, Education, Training, or Qualifications
Bachelor’s Degree in Computer Science, Information Systems or other related field or equivalent work experience
5-7 years of application support and troubleshooting experience
Proven record of success in IT methodologies, services, and infrastructures
Experience with operational major incident management, problem management and change enablement
ServiceNow Incident / Problem Management experience preferred
Excellent written and oral communication skills, including presentation skills
Excellent time management skills including the ability to juggle multiple priorities simultaneously
Experience collaborating with IT teams diving results
Strong decision making and critical thinking skills
Technical knowledge and experience
The ability to operate independently
Certificates, Licenses, and Registrations
Experienced with ITIL and ITSM processes (required)
ITIL Certifications (preferred)
Business, Systems, or Clinical Analysis certifications (preferred)
Experienced with Microsoft Office 365 Suite (preferred)
Travel and Time Requirements
Travel: As required up to 5%
Nights/Weekends: Participate in rotating 24x7 on-call schedule or provide assigned 2nd or 3rd coverage
Here is what you can expect when you join our Village:
A "community first, company second" culture based on Core Values that really matter.Clinical outcomes consistently ranked above the national average.Award-winning education and training across multiple career paths to help you reach your potential.Performance-based rewards based on stellar individual and team contributions.A comprehensive benefits package designed to enhance your health, your financial well-being and your future.Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.About Information Technology
The Information Technology Department designs, develops and maintains software programs required to keep DaVita on the leading edge of medical technology. DaVita's Information Technology Department has both clinic facing and non-clinic facing subgroups that provide our clinician teammates the tools to provide quality patient care. DaVita IT utilizes designers, developers, system architects, project managers, application architects, nurses, trainers and many more professionals to incorporate the technology needs of our clinicians, business and physician customers.
Join us as we pursue our vision "To Build the Greatest Healthcare Community the World has Ever Seen."
Why wait? Explore a career with DaVita today.
Go to http://careers.davita.com to learn more or apply.
To learn more about our Village and the world of dialysis, click here.
What We’ll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash outSupport for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and moreProfessional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.#LI-SM5
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed Diversity & Belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
Applications are accepted on an ongoing basis.
Salary/ Wage Range
$56,500.00 - $83,000.00 / yearCompensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits
Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.