IT Change Management Lead & Process Optimizer

Jefferson Health; Hamilton (OH); Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Jefferson Health is seeking an ITSM Process Lead to design, implement, and continuously improve ITSM processes across the organization, aligning with ITIL best practices. You will lead initiatives in incident, change, request, problem, and knowledge management, and collaborate with senior IS&T leadership on large, complex projects.

The role focuses on governance, operational excellence, and driving automation to enhance service quality and compliance with organizational requirements.

Formación

• 5 years related work experience.
• Expertise in ITIL and ITSM frameworks.
• Ability to effectively deal with multiple and changing priorities.
• Strong organizational and analytical skills.
• Good communication and teamwork abilities.

Responsabilidades

• Owns ITSM processes such as incident, change, request, problem, and knowledge management.
• Drives initiatives to standardize workflows, foster continuous improvement, implement automation, and improve service quality.
• Analyzes process performance metrics, KPIs, and SLAs to identify opportunities for automation and efficiency.
• Serves as a liaison to and leads process review sessions with IS&T teams and stakeholders to identify and resolve process-related issues.
• Leads ITSM process updates and trains colleagues on standard procedures.

Conocimientos

ITIL

ITSM

Change management

Incident management

Documentation

Educación

High School Diploma/GED

Bachelor’s Degree

Herramientas

ServiceNow CSA Certification

Descripción del empleo

Jefferson Health is seeking an ITSM Process Lead to design, implement, and continuously improve ITSM processes across the organization, aligning with ITIL best practices. You will lead initiatives in incident, change, request, problem, and knowledge management, and collaborate with senior IS&T leadership on large, complex projects.

The role focuses on governance, operational excellence, and driving automation to enhance service quality and compliance with organizational requirements.