Job DescriptionPosition Overview The IT Manager, Service Management is a full-time position with Atlantic Health System (AHS) leading the IT Service Management Team. The manager will ensure that the organization successfully implements and supports the ServiceNow application and associated processes which enable service delivery and efficient business operations for our integrated healthcare delivery network. The work is accomplished in a team environment and requires excellent management and communication skills with a high level of professionalism. Essential Functions
- Oversee the ServiceNow ITSM Platform, including system administration, enhancements, integration, upgrades, maintenance, and support.
- Serves as a leader for the development, documentation, implementation, and enforcement of Information Services and Support and IT service management policies, procedures, and processes.
- Supports ITSM program governance, provide monthly reporting, and oversee improvement initiatives.
- Responsible for the deployment of multiple IT practices that may include and not limited to Incident Management, Request Management, Problem Management, Change Management, Service Level Management, and Knowledge Management, Asset Management, Configuration Management.
- Provides management and oversight for direct reports and subordinate staff including staffing, development, performance management and all other Human Resources matters.
- Recruits and retains talent and ensures supply of resources meets work demand and all teams are trained and compliant with regulations, policies, standards, and best practices.
- Leads strategic initiatives, simultaneous projects, and major enhancements. Ensures team complies with change control and project management best practices.
- Executes on service and solution innovation to deliver new services, improve services, or lower cost.
- Solves highly complex problems and develops solutions to tasks or projects which may be unique.
- Complies with AHS customer service best practices. Works with customers to establish work priorities.
- Participates in capital and operating budget planning. Monitors expenses and practices judicious use of resources.
- Represents ISS at leadership and departmental meetings.
- Manages multiple vendor relationships, support, and deliverables. Participates in the technology contract and procurement process.
- Works with their team to analyze new functionality and recommend how it should be used to prioritize and implement requested changes to the system.
- Responsible for the creation, distribution, and analysis of key performance indicators and metric reports.
- Available on a rotational basis as the Manager On-Call during off-peak hours to respond to escalation.
- Maintains current knowledge of industry trends and potential impact on the IT service business.
QualificationsExperience
- Five years prior experience in an information systems or technical support leadership role working with ITSM tools
- ServiceNow SME
- Subject Matter Expert in ITIL V4 best practices.
- Practical experience with ITSM Practices including but not limited to Incident, Change, Problem, Request, Asset, Configuration, and Knowledge Management.
- Consistently exceeding expectations in multiple tasks or functions, making major contributions to drive team goals, developing others, and innovating to create great results.
- Strong written and verbal communication skills.
- Innovating - identifying and driving organizational change by offering systematic and innovative solutions to challenges.
- Decision making and judgement - acting with conviction to make the right decisions for the right reasons.
- Managing vision and purpose - communicating a compelling and inspired vision or sense of core purpose.
- Resource stewardship - executing strategic and financial objectives while mitigating risk.
- Strategic thinking - anticipating organizational needs and identifying potential threats.
- Skills in cybersecurity to protect patient information and healthcare systems.
- Candidates who have worked in healthcare preferred.
Education
- Bachelor's or master's degree in information technology or related field preferred or advanced certification in ITIL.
- ITIL Foundation certification.
- HDI, KCS, Microsoft or other ITIL certifications preferred.
About Us ABOUT US At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include:
- Morristown Medical Center, Morristown, NJ
- Overlook Medical Center, Summit, NJ
- Newton Medical Center, Newton, NJ
- Chilton Medical Center, Pompton Plains, NJ
- Hackettstown Medical Center, Hackettstown, NJ
- Goryeb Children's Hospital, Morristown, NJ
- CentraState Healthcare System, Freehold, NJ
- Atlantic Home Care and Hospice
- Atlantic Mobile Health
- Atlantic Rehabilitation
We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners. We have received awards and recognition for the services we have provided to our patients, team members and communities. Below are just a few of our accolades:
- 100 Best Companies to Work For ® and FORTUNE® magazine for 15 years
- Best Places to Work in Healthcare - Modern Healthcare
- 150 Top Places to work in Healthcare - Becker's Healthcare
- 100 Accountable Care Organizations to Know - Becker's Hospital Review
- Best Employers for Workers over 50 - AARP
- Gold-Level Well Workplace : Wellness Council of America (WELCOA)
- One of the 100 Best Workplaces for Millennials Great Place to Work® and FORTUNE® magazine
- One of the 20 Best Workplaces in Health Care: Great Place to Work® and FORTUNE® magazine
- Official Health Care Partner of the New York Jets
- NJ Sustainable Business
EEO STATEMENT Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status. About the Team Atlantic Health System is at the forefront of medicine, setting standards for quality health care powered by a workforce of more than 18,000 team members and 4,800 affiliated physicians dedicated to building healthier communities, the system offers more than 400 sites of care, including eight award-winning medical centers. Specializing in cardiovascular care, cancer care, orthopedics, neuroscience, pediatrics, women's health and rehabilitation medicine. Atlantic Medical Group, comprised of 1,000 physicians and advanced practice providers, represents one of the largest multi-specialty practices in New Jersey and includes finance, legal, marketing, human resources, talent acquisition, ISS and more. Caring for our patients, our team members and the communities we serve is our central mission.