**Employment Type:** Full time **Shift:** Day Shift **Description:** Manages ServiceNow Configuration and Asset Management **POSITION PURPOSE** **Technical Skills Preferred** Assists the Director or Vice President by performing a broad scope of functions spanning multiple applications or processes within the realm of IT Service Management. Makes complex, well thought out recommendations while handling complex, multifaceted issues. Coordinates across multiple teams to provide a consistent single message. Manages full product lifecycle, from inception/charter to sunset; oversees growth of multiple, related applications while maintaining the quality of the product, and assumes full accountability for applications and associated processes. Provides leadership and direction over leaders such as managers, senior analysts or architects. Manages all aspects of application support and customer service level expectations and adheres to service quality guidelines and metrics, holding all team members accountable for optimal service quality. Responsible for assisting management with supporting/cascading the ITS strategic vision, assuring team members understand their relationship to the objectives, and for supporting and meeting established objectives. Responsible for life cycle management of legacy applications and planning transition of replacement applications from the Project Management Office. Prepares and manages the departmental budget. **PREFERRED SKILLS AND EXPERIENCE** Serves as the Process Owner for multiple ITSM processes including Configuration Management, Application Portfolio Management (APM), and Asset Management. Oversees the design, implementation, and ongoing maintenance of these ITSM processes. A Manager with the ability and authority to ensure daily end-to-end delivery of Configuration Management and associated services and oversite of the Configuration Management System (CMS) Preferred responsibilities include: + Ability to oversee project tasks related to importing and discovering data for CMDB and related mapping + Oversee compliance to policies and procedures and resolving /escalating any compliance issues. + Facilitates Configuration Management and Asset Management audits. + Reviews critical incident outage resolution results and responses and dispositions of failed changes due to CMS related issues. + Facilitates communication and engages business and IT management to encourage configuration management, Asset Management and APM efforts and value proposition; + Engages with strategic projects to ensure Configuration Management can deliver required CMS functionality within project timeframes; + Reviews and approves all changes to the CMS infrastructure where applicable; + Reviews and approves significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed; + Mentors the organization on Configuration Management, Asset Management, and APM services, concepts, policies and procedures; + Chairs the Configuration Control Board (CCB) and enacts changes as directed; + Provides and approves all requirements, use cases, user stories, etc. in support of new or improving functionality of the CMS; + Reviews and approves all requests for administrator log on credentials access rights to the CMS infrastructure; + Reviews and publishes configuration management, Asset Management and APM reporting **ESSENTIAL FUNCTIONS** + Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions. + Serves as the Process Owner for multiple ITSM processes and leads the design, implementation, and ongoing maintenance of these ITSM processes. + Manages and ensures all project implementation and deliverables are in accordance with PMO methodology and assumes full accountability for project manager deliverables. + Manages and assigns leader resources to project and support initiatives based upon priority within the system. Manages projects within a matrix work environment. May coordinate initiatives across multiple teams for optimal user experience and in support of organizational outcomes. Incorporates best practice work flows into user experience. + Service Quality: Ensures all team members adhere to established service quality guidelines, and that a just culture root cause investigation is completed for all significant events within specified timeline. Reviews all root cause documents for supported applications. + Develops training and skill development plans to provide managers, team leads, and staff expertise in programming, technical and business analysis skills. Responsible for maximizing cross training opportunities to utilize staff most efficiently. Establishes and recommends required training standards for application support staff, team leaders and managers. May oversee RHM colleague learning opportunities in order to achieve positive outcomes. + Provides oversight and direction for resource planning and management. Recommends an optimal model organization structure, and responsible for managing a team structure to support the ITS model organization. + Responsible for evaluating manager and team lead performance. Monitors and reviews performance evaluations by managers and team leaders and staff hiring and performance related decisions. + Strategy: Responsible for contributing to the establishment of department initiatives to support ITS strategy map objectives, ensuring team members understand their relationship to the objectives, and for supporting and meeting established objectives. + Develops and institutes process standards for management of manager, team lead and staff responsibilities to ensure consistency in performance. Responsible for ensuring all System Office and department policies and procedures are followed within the department. + Leads key customer meetings, engagements, and communication. Develops and maintains strong rapport and working relationship with client department leadership across the system. May develop and maintain methodology for advanced optimization and consulting engagements. Develops and distributes roll-up status reports as required, including project and support as applicable. Acts as an escalation point for issues requiring coordination with or escalation to RHM leadership. May work with RHMs, System Office, and vendors to ensure defined outcomes are realized. + Develops and maintains on going communication with customers, managers, and staff throughout the system regarding new product functionality, regulatory and vendor updates and product standardization opportunities. Maintains synchronization with core cluster projects. Oversees, monitors and communicates smooth transition from project to support in order to minimize impact on clients. + Responsible for developing and managing service level agreements and monitoring quarterly customer service metrics as defined by customer. Implements changes in services and processes to achieve metric goals. + Acts as escalation point for issues requiring coordination with or escalation to RHM management, physicians or vendors. Provides recommended solutions as appropriate. Serves as senior point of escalation for multiple teams. Responsible for on call triage – management escalation. May partner with UCO to identify areas requiring additional process evaluation and re-training. Organizes the development of an advance training plan to ensure all clinician needs have been addressed. Responsible for evaluation of the outcomes. + Monitors and approves enhancements requests and all support work orders and requests for services outside of basic support services. + Responsible for on-going evaluation of application and associated technical systems to improve client effectiveness and operational efficiencies. May work with RHM regarding system evaluation to gain understanding of application usage and adoption. Facilitates optimization events and based on findings develops advanced learning plans unique for the situation. + Oversees budget development, management and reconciliation. Assists Director or Vice President with roll-up budget management and reconciliation, as needed. Utilizes the ITS resource planning tool as a tool to support effective and efficient management of resources. Responsible for contracting for supplemental resources and the management of the purchase/invoice process. + Oversees and monitors vendor management of applicable applications. Assists in contract negotiations. + Maintains a working knowledge of applicable Federal, State and local laws and regulations, Trinity Health Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure to adherence in a manner that reflects honest, ethical and professional behavior. + pay grade 17 range 118,091.73-194,851.3578 **MINIMUM QUALIFICATIONS** + Must possess a comprehensive knowledge of information systems, including application software architecture, with interrelationships, and basic knowledge of hardware architecture and operating environment as normally obtained through Bachelor’s degree and five (5) years of experience or an equivalent combination of education and/or related work experience. + Minimum of three (3) year’s progressive management experience and four (4) years of IT experience is required. Considerable client management knowledge and experience in order to manage full product lifecycle, from inception/charter to sunset. + Five (5) years minimum experience performing IT support responsibilities. + Extensive project management experience and ability to apply appropriate project management methodology. + Extensive knowledge and experience in developing and managing project budgets, day-to-day operations and staffing needs. + Broad knowledge of healthcare processes and data linkages across clinical, financial, and patient administrative areas in healthcare. Knowledge of multiple technical applications and systems in an integrated work environment. + Demonstrated superior communication (verbal and written), human relations, management, and presentation skills. + Some knowledge of and experience in planning (i.e., process improvement, desired application functionality, organizational structures and planning, etc.). + Strong analytical, organizational and strong group process skills. + Must possess strong project facilitation skills and ability to lead meetings with diverse member interests. + Extensive knowledge of multiple technologies and experience with applications and systems in an integrated work environment. + Must be comfortable operating in a collaborative, shared leadership environment. + Must possess a personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health. **PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS** + Operates in a typical office environment. The area is well lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues. + Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communications. + The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions. + The incumbent must be capable of traveling in the course of completing project assignments. + Must be able to set and organize own work priorities and adapt to them as they change frequently. + Provides 24x7x365 support. + Must be able to travel to the various Trinity Health sites (20%) as needed (may or may not apply). **Our Commitment to Diversity and Inclusion** Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law. Our Commitment to Diversity and Inclusion Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions. Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity. EOE including disability/veteran