IT Process Engineer

Jobtailor; Columbus (OH); On-site; USD 95,000 - 140,000; Full time

Job summary

Jobtailor in Columbus, OH seeks a senior IT service management leader to guide the design, deployment, and ongoing improvement of ITIL-aligned processes across Incident, Problem, Change, Release, and Asset Management.

You will own core processes, drive governance and data integrity in CMDB, lead cross-functional initiatives, and mentor teams while partnering with clinical and operational leaders to ensure reliable IT service delivery.

Qualifications

• Degree in Computer Science or a related field and four years of IT operations support experience.
• Strong understanding of IT infrastructure management including Change, Configuration, and Problem Management.

Responsibilities

• Contributes to strategic ITSM vision and serves as a senior technical leader in planning, design, development, implementation, and ongoing improvement of ITIL-aligned processes.
• Owns core processes including Incident, Problem, Change, Release, Service Level, Knowledge, CMDB, and IT Asset Management.
• Advances maturity, governance, and integration of CMDB and asset management practices with data integrity and lifecycle visibility.
• Leads medium- to large-scale strategic initiatives with significant scope and organizational impact.
• Facilitates cross-functional efforts to evaluate and implement tools, processes, and workflows for IT service delivery.
• Provides strategic direction and thought leadership to leaders, peers, and teams to align ITSM with business and clinical needs.

Skills

IT service management

ITIL

Incident Management

Problem Management

Change Management

Release Management

Service Level Management

Knowledge Management

Configuration Management

IT Asset Management

Leadership

Strategic vision

Cross-functional collaboration

Thought leadership

Problem-solving

Communication

Governance

Continuous improvement

Data integrity

Education

Bachelor's degree in Computer Science

Job description

Responsibilities

• Contributes to the strategic vision and serves as a senior technical leader in the planning, design, development, implementation, maintenance, and continuous improvement of IT service management processes aligned to the Information Technology Infrastructure Library (ITIL) framework.
• Core process ownership includes, but is not limited to, Incident, Problem, Change, Release, Service Level, Knowledge, Configuration Management (CMDB), and IT Asset Management (ITAM).
• This role is responsible for advancing the maturity, governance, and integration of configuration management and asset management practices, ensuring accurate service mapping, asset lifecycle visibility, and data integrity to support operational excellence, compliance, and risk mitigation across the Medical Center.
• Leads and delivers medium- to large-scale strategic initiatives with significant scope, risk, and organizational impact.
• Facilitates cross-functional efforts to evaluate, design, and implement new and existing tools, processes, and workflows that enhance IT service delivery and process management capabilities.
• Provides strategic direction and thought leadership to leaders, peers, and team members, ensuring alignment of IT service management processes with evolving business needs, clinical priorities, and technology opportunities.
• Recognized as a subject matter expert and trusted advisor, this role is frequently engaged to resolve complex system and process challenges and drive continuous improvement.
• Acts as a subject matter expert in IT service management strategies, policies, procedures, and methodologies, with a particular emphasis on CMDB governance, service mapping, and IT asset lifecycle management.
• Performs key leadership roles including Problem Manager, Change Manager, and Process Architect.

Qualifications

• Degree in Computer Science or a related field, with four years of experience providing Tier I–III IT support within operations.
• Demonstrates a strong understanding of IT infrastructure management, including Change, Configuration, and Problem Management.

Hard Skills

• IT service management
• ITIL
• Incident Management
• Problem Management
• Change Management
• Release ManagementService Level Management
• Knowledge Management
• Configuration Management
• IT Asset Management

Soft Skills

• leadership
• strategic vision
• cross-functional collaboration
• thought leadership
• problem-solving
• communication
• governance
• continuous improvement
• organizational impact
• data integrity