IT Service Management Process Owner

Job Description

About Us

Homecare Homebase, a subsidiary of Hearst Corporation is a market leader in healthcare software development providing mobile cloud-based solutions for clinical, operational, and financial improvement of homecare and hospice agencies throughout the United States. Our software enables real time solutions for wireless information exchange and communication between office staff, field staff, and physicians.

Our success is fueled by our talented technology teams that are driven by their passion to make a difference in patient care. Our employees work in a culture that is guided by values of caring, action, respect, excellence, and smile (a positive attitude). If you want to work in a role where your skills have a direct influence on patient care, Homecare Homebase is the next step in your career. We are hiring technologists that want to make a difference.

IT Service Management Process Owner

The IT Service Management Process Owner is a technical resource responsible for creating, documenting, managing, and improving IT Service Management processes. The ITSM Process Owner works closely with stakeholders to promote alignment on process description, strategy, objectives, and success metrics.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities for the IT Service Management Process Owner can vary, but includes:

• Define and maintain the governance, policies, and direction of ITSM processes such as Incident Management, Problem Management, Case Management, and Change Management.
• Analyze, document, and communicate current processes.
• Drive operational efficiency, ensure process compliance, and champion best practices.
• Coordinate with IT Infrastructure management teams.
• Collaborate with peers (e.g., tech leaders, admins, other process owners) on process management and improvement activities.
• Work with the ServiceNow platform team to support processes in ServiceNow.
• Audit and manage the process lifecycle.
• Educate stakeholders on ITSM processes and communicate process changes.

REQUIRED SKILLS:

• Enterprise and/or IT Service Management
• Strong communication skills that include the ability to write clearly and concisely.
• Strong knowledge of the ServiceNow platform and application navigation.
• Strong ability to align business process and requirements with a technical implementation.
• Strong documentation and business process mapping skills.
• Ability to manage and report on process activities from end to end.
• Ability to create and maintain dashboards and KPIs in the ServiceNow platform.
• Ability to train and influence process stakeholders (e.g., process users) to adopt change.

EXPERIENCE:

• 2+ years overall experience as a fulfiller in the ServiceNow platform.
• 2+ years overall experience as an ITSM Process Owner.
• 5+ years overall experience in an IT Service Management or Operations role.
• Experience with Healthcare industry HIPAA regulations (similar regulated industry experience considered ie. PCI, SOX).

EDUCATION / CERTIFICATION / TRAINING:

• Bachelor's degree in Computer Science, Engineering, Math or related (equivalent experience considered).
• The following training and/or certifications are desirable:
  • ServiceNow Fundamentals
  • ServiceNow System Administration
  • ServiceNow Advanced System Administration
  • ITILv4 Foundations
  • ITIL SACM

HCHB requires all applicants to be US citizens or have a green card allowing them to work in the US without being subject to export control restrictions.