IT Communications Specialist

OU Medicine; Central Park (WA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

PTO

401(k)

Medical and dental plans

Job summary

OU Health is seeking an IT Communications Specialist to coordinate IT service management processes, monitor performance, and ensure availability of critical healthcare IT services. You will work with other IT service managers and support teams to track incidents, changes, and requests while maintaining high-quality service levels.

The role emphasizes ITIL-driven operations in a healthcare setting, with involvement in major incidents and reporting.

Qualifications

• Bachelor’s degree is required.
• 0-3 years of IT Service Management experience required.
• Experience with ServiceNow in healthcare IT preferred.
• Current ITIL Certification required within 1 year of hire.
• ITIL Practitioner Manager certifications preferred.
• Healthcare experience preferred.

Responsibilities

• Coordinate and monitor IT Service Management processes to ensure service levels and quality.
• Track and report on service requests, incidents and changes.
• Collaborate with other IT service managers to support core processes.
• Provide process performance reporting for leadership.
• Assist in identifying and managing major incidents or changes impacting patient safety.
• Attend and monitor OU Health Operations Huddle.

Skills

ITIL knowledge

ServiceNow

Healthcare IT

Client service

Change management

Analytical thinking

Education

Bachelor’s Degree

Tools

ServiceNow

Job description

Position Title: IT Communications Specialist

Department: IT Support Services

Job Description

The IT Communications Specialist is responsible for the overall coordination of one or more of the Service Management processes, measuring the performance and compliance to targeted service levels ensuring the quality and availability of critical OU Health IT services.

Essential Responsibilities

• Monitoring and ensuring adherence to OU Health Service Management processes
• Participation in the continued enablement of core Service Management processes on OU Health supporting systems
• Monitoring the complete logging, prioritization, response and tracking of all IT service requests, interruptions or changes
• Working with OU Health’s other core service managers and their respective processes
• Ensure the provision of process performance reporting
• Assist in the identification and management of Major Incidents or Changes affecting critical OU Health services or impacting patient safety
• Attend and monitor OU Health Operations Huddle

General Responsibilities

Performs other duties as assigned.

Minimum Qualifications for Level I

• Education Requirements: Bachelor’s Degree required.
• Experience Requirements: 0-3 years of experience working in an IT Service Management environment required.
• Experience Requirements: Experience working as a fulfiller on a ServiceNow platform and in supporting IT services within a healthcare environment preferred.
• License/Certification/Registration Requirements: Current version of ITIL Certification required within 1 year of hire.

Minimum Qualifications for Level II

• Education Requirements: Bachelor’s Degree required.
• Experience Requirements: 3-5 years of experience working in IT Service Management, managing, measuring and reporting on ITIL service management processes on a ServiceNow platform.
• Experience Requirements: Experience in implementing and maturing ITIL processes preferred.
• Experience Requirements: Prior healthcare experience preferred.
• License/Certification/Registration Requirements: Current version of ITIL Certification required.
• License/Certification/Registration Requirements: One or more ITIL Practice Manager certifications preferred.

Minimum Qualifications for Level III

• Education Requirements: Bachelor’s degree required.
• Experience Requirements: 5 or more years of experience coordinating, mentoring and leading IT Service Management practices required.
• Experience Requirements: Experience in leading services in a healthcare environment preferred.
• Experience Requirements: Experience developing, implementing and measuring strategic organizational Service Management goals across an organization preferred.
• License/Certification/Registration Requirements: Current version of ITIL Certification and at least 2 ITIL Practice Manager Certifications required.
• License/Certification/Registration Requirements: ITIL Master Certification required within 24 months of hire required.
• License/Certification/Registration Requirements: Certification as ITIL Practice Manager and ITIL Managing Professional preferred.

Knowledge/Skills/Abilities

• Knowledge/Skills/Abilities Required: Demonstrated knowledge and familiarity of ITIL service management processes enabled on an automated ticketing system
• Knowledge/Skills/Abilities Required: Knowledge of the working with ITIL processes
• Knowledge/Skills/Abilities Required: Ability and desire to absorb the experience and knowledge of more experienced Service Managers.
• Knowledge/Skills/Abilities Required: Ability to shift priorities and manage change with a positive outcome
• Knowledge/Skills/Abilities Required: Provide outstanding client service, meet high quality standards for services and meet or exceed client expectations.
• Knowledge/Skills/Abilities Required: Proactive in seeking innovative ways in which to help others
• Knowledge/Skills/Abilities Required: Strong reactive problem-solving and resolution skills, takes initiative and uses good judgment, excellent follow-up skills
• Knowledge/Skills/Abilities Required: Ability to establish and maintain effective working relationships with all levels of the ETS organization and collaborate well in a team
• Knowledge/Skills/Abilities Required: Excellent interpersonal and communication skills (oral and written), professional demeanor and presentation
• Knowledge/Skills/Abilities Required: High attention to detail, outstanding organizational skills and the ability to manage time effectively
• Knowledge/Skills/Abilities Required: Requires the ability to assist and participate under pressure to meet strict deadlines, effectively prioritize multiple tasks
• Knowledge/Skills/Abilities Required: Recognize confidential, sensitive, and proprietary information and maintain such information as confidential

OU Health is an equal opportunity employer.

Benefits

• We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more.

We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.

OU Health is the state’s only comprehensive academic health system of hospitals, clinics and centers of excellence. With 11,000 employees and more than 1,300 physicians and advanced practice providers, OU Health is home to Oklahoma’s largest doctor network with a complete range of specialty care. OU Health serves Oklahoma and the region with the state’s only freestanding children’s hospital, the only National Cancer Institute-Designated OU Health Stephenson Cancer Center, Oklahoma’s flagship hospital, which serves as the state’s only Level 1 trauma center and Edmond Medical Center in the heart of the Edmond Community. Becker’s Hospital Review named University of Oklahoma Medical Center one of the 100 Great Hospitals in America for 2020. OU Health’s oncology program at OU Health Stephenson Cancer Center was named Oklahoma’s top facility for cancer care by U.S. News & World Report in its 2020-21 rankings. OU Health also was ranked by U.S. News & World Report as high performing in these specialties: Colon Surgery, COPD and Congestive Heart Failure. OU Health’s mission is to lead healthcare in patient care, education and research. Experts in prevention, treatment and cures, our team works to improve lives through innovation in medical care, education and research, while investing in the people, technologies and facilities that will enable us to achieve our goals. We are seeking individuals who have a passion and talent for caring for others. By joining our team, you will provide quality health care to our community through the work you do every day. We provide clinical and non-clinical opportunities to further your career and we invite you to explore our available positions.

Equal employment opportunities are provided to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, sexual orientation, gender identity, genetic information or protected veteran status in accordance with applicable federal laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training. Reasonable accommodations are made to the known physical and mental limitations of qualified individuals with disabilities.