Lead, Information System and Knowledge Management

Fraser Health; Surrey; On-site; CAD 63,000 - 92,000; Full time

Job summary

Fraser Health, located in Central City Tower, Surrey, BC, seeks a Lead for Configuration Management to design, implement and govern enterprise CMDB practices. You will guide data quality, governance, and service data strategy across Fraser Health and provincial partners, leveraging ServiceNow and ITIL.

You will lead cross‑functional teams, develop governance proposals, and provide executive recommendations, with strong emphasis on data quality, standards, and stakeholder engagement.

Qualifications

• Demonstrated project management and stakeholder engagement skills for large-scale initiatives.
• Exceptional written and verbal communication skills.
• Ability to develop detailed documentation, business cases, governance proposals, standards and executive recommendations.
• Current ITIL certification and expertise with ServiceNow Configuration Management are required.

Responsibilities

• Lead the design, implementation, operation, governance and continual improvement of Fraser Health and provincial Configuration Management practices.
• Lead the CMDB design, implementation, administration and evolution.
• Collaborate with Fraser Health, provincial partners and vendors to establish standards, policies and governance models.

Skills

Project management

Stakeholder engagement

Communication

Leadership

Tools

ServiceNow

Job description

Salary

The salary range for this position is CAD $46.37 - $66.66 / hour

Job Summary

We are proud of the innovation, dedication, partnership and tenacity of our physicians, employees and volunteers. More than any building or technology, it's our people who make Fraser Health distinct.

As the Lead, Configuration Management you will provide innovative service design, operational leadership, and hands‑on expertise to Fraser Health Informatics leaders within a busy ITSM portfolio of the Service Management Office. You will have the opportunity to combine your expertise in IT Service Management, ServiceNow, Configuration Management, and data governance to recommend, develop, implement, and continuously improve Configuration Management processes and practices across Fraser Health and the provincial health sector.

You will play a key role in leading the design, implementation, operation, and governance of the Configuration Management Database (CMDB), ensuring accurate, trusted, and actionable configuration data is available to support service delivery and operational decision-making. You will illustrate strong communication, collaboration, and leadership skills through coordinating Configuration Management activities with Fraser Health, Provincial Health Services Authority, Shared Health Services organizations, vendors, service providers, and business stakeholders.

You will leverage your analytical abilities, creativity, initiative, and attention to detail as you develop innovative approaches to data quality improvement, establish enterprise standards, and implement a distributed accountability model that empowers configuration item owners to maintain the accuracy of foundational service data.

Candidates must have demonstrably strong project management and stakeholder engagement skills involving large‑scale or complex initiatives, exceptional written and verbal communication skills, and the ability to develop detailed documentation, business cases, governance proposals, standards, and executive recommendations. Current ITIL certification and demonstrated expertise with ServiceNow Configuration Management are required.

Build on your career experience as you:

• Lead the design, implementation, operation, governance, and continual improvement of Fraser Health and provincial Configuration Management practices.
• Lead the implementation, administration, maintenance, and evolution of the Configuration Management Database (CMDB).
• Work collaboratively with Fraser Health, provincial partners, vendors, and service providers to establish and maintain Configuration Management standards, policies, processes, and governance models.
• Develop and implement a distributed CMDB accountability model that clearly defines ownership and accountability for Configuration Item (CI) data quality across the organization.
• Define and document roles, responsibilities, standards, controls, and performance measures related to Configuration Management and CMDB governance.
• Establish data quality monitoring practices, metrics, dashboards, and reporting processes to measure CMDB health, completeness, accuracy, and compliance.
• Work with application owners, service owners, technical teams, and business stakeholders to ensure Configuration Items and service relationships are accurately identified, documented, and maintained.
• Partner with internal and external stakeholders to integrate configuration data from multiple platforms, tools, and technology vendors into the provincial CMDB.
• Ensure configuration data is consistently updated, validated, and maintained in accordance with approved standards and governance requirements.
• Provide guidance and expertise regarding Configuration Management and foundational service data to project teams, operational teams, and leadership.
• Utilize ServiceNow capabilities and best practices to improve Configuration Management processes, automation, reporting, data quality, and user experience.
• Support Incident, Problem, Change, Security, Asset, Risk, and Service Management practices through the delivery of reliable and trusted configuration data.
• Create and maintain standards, procedures, governance documentation, operating models, training materials, and implementation roadmaps related to Configuration Management.
• Analyze data quality issues, identify root causes, and develop innovative solutions that improve operational effectiveness and reduce service risk.
• Present Configuration Management performance, compliance metrics, and risk information to operational and executive leadership.
• Represent Fraser Health on provincial working groups, committees, and initiatives related to Configuration Management, CMDB strategy, and ServiceNow platform governance.
• Provide support to Senior Leadership through detailed opportunity analyses, strategic recommendations, governance proposals, participation in issues management discussions, and representation on functional working groups and committees.

An equivalent combination of education, training and experience is acceptable.

We are looking for disciplined, highly motivated, innovative, and results‑oriented individuals who will thrive on the challenges of this role while working for an organization consistently rated as a top employer in BC and Canada.

This Regular Full Time opportunity is located at Central City Tower in Surrey, BC.

Fraser Health is responsible for the delivery of hospital and community‑based health services to over 1.8 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional territories of the Coast Salish peoples. Our team of nearly 40,000 staff, medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care.

We value diversity in the workforce and maintain an environment of Respect, Caring & Trust.

BC’s health system is in the process of transformation. As part of the planned changes, certain IM/IT, Finance, and Supply Chain roles are expected to be in scope for transition to a new provincial shared services organization, BC Shared Health Services. Candidates applying to positions in these areas should be aware that, while the role is currently employed by the Health Authority, it may transition to BC Shared Health Services as part of the first or subsequent implementation phases. The intent of this transition is to support continuity of employment however, details regarding timing, process, and any impacts to employment arrangements will be confirmed as planning progresses. Providing this information at the recruitment stage is intended to ensure transparency about the broader system changes underway and to support informed decision‑making by candidates.

#LI-DNI

Detailed Overview

Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families:

The Lead supports the initiatives of Fraser Health's knowledge management strategy, primarily reporting to the assigned program/service with a matrix report to People Informatics & Systems, or reporting directly to People Informatics & Systems. Providing consulting and technical services, the Lead supports the conscious strategy of getting the right knowledge to the right people at the right time and helping people share and put information into action in ways that will improve organizational performance. The Lead works with Employee Experience areas such as HR Consulting, Benefits, Work Design & Compensation, Workforce Optimization, and/or Finance and Payroll departments and their respective customer base to identify the use of technology and systems, assess processes and user needs, develops systems and reports that pulls integrated information from a variety of sources. Works to ensure the smooth integration of information between payroll, benefits, finance and human resources. Reviews management plans, identifies sources of information and compiles reports with cost impact assessments. Identifies training needs within the assigned program/service area and provides training to staff to develop in‑house expertise. Supervises and provides leadership to assigned staff.

Responsibilities

1. Provides consulting and technical resources to Employee Experience and/or Finance areas by assessing, developing, obtaining and/or compiling information and/or processes that support a strategy of knowledge management - getting the right knowledge to the right people at the right time and helping people share and put information into action to support organizational performance.
2. Works within the assigned portfolios to assess information needs, project objectives and a range of avenues to support the exchange and access to information.
3. Establishes service contracts with outside programming resources, reviews and sets time frames, work frames and costs of external consulting/programming projects. Monitors and reviews processes. Reviews and assesses programming and systems delivered by external vendors. Accepts or returns for further work and approves final products and invoices for payment.
4. Interfaces and establishes service time frames for testing on development services and go‑live installations of software applications.
5. Assess internal and external customer information and service needs; works within the strategic goals to develop and recommend service and information/knowledge delivery processes and systems; assesses HR/Compensation/Staffing/Finance/Payroll practices and makes recommendations on changes to better align with an effective distribution of knowledge.
6. Develops systems and reports to compile information from a variety of sources that would include Meditech payroll and finance systems, Access Databases, Human Resource Information Databases, Ministry of Health (HSICS) and other sources.
7. Designs, develops and maintains, and/or works with‑outside vendors to develop software applications to support our HR process/program and knowledge needs.
8. Develops processes and applications to improve workflow, efficiencies and effectiveness; conducts system/work analysis, determines application code specifications and tests the performance of systems.
9. Works with assigned portfolios to assist in the exchange of information between Fraser Health and outside sources.Reviews organization structure proposals, compiles reports from Meditech and/or Human Resource Information databases, prepares cost impact assessment and reports.
10. Prepares start‑to‑finish spectrum of assistance in the roll‑out of processes and systems (technical documentation, user training material, information sessions and presentations).
11. Supervises and provides leadership to assigned staff; assigns work, monitors the quality of work and completes performance appraisals.

Qualifications

Education and Experience

Bachelor's Degree in a field related to Human Resources, Business Management, Computer Science or Accounting, and three (3) to five (5) years recent, related experience in Human Resources or Corporate Finance Accounting with involvement in systems review and technical systems work, or an equivalent combination of education, training and experience.

Competencies:

Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional/Technical Capabilities:

• Demonstrated experience with application of human resource/finance programs/objectives as applicable.
• Demonstrated proficiency with desktop software applications such as Intranet technology, software applications such as Access, Excel, database reporting such as Crystal Reports. Meditech experience including NPR Report Writing as asset.
• Physical ability to perform the duties of the position.

About Fraser Health

Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada, on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka'pamux Nations and is home to 32 First Nations within the Fraser Salish region.

People - those we care for and those who care for them - are at the heart of everything we do. Our hospital and community‑based services are delivered by a team of 50,000+ staff, medical staff and volunteers.

We are committed to planetary health and value diversity in the work force. We strive to maintain an environment of respect, caring and trust. Fraser Health’s hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner.

Together, we are the heart of health care.