IT Process Manager

Creating Life Better Here starts with you. At San Juan Regional Medical Center, we're more than a healthcare provider—we're a values-driven organization dedicated to delivering exceptional care. As a team member, you help fulfill our mission to make life better here for our community.The IT Process Manager is responsible for the operational management of one or more Information Technology Infrastructure Library (ITIL) practice(s). The Process Manager’s responsibilities include planning and coordination of all activities required to be carried out, monitoring, and reporting on efficiency and effectiveness of the processes assigned. Additional responsibilities include sponsorship, process designs, change management and continual improvement of the process(s) and reporting metrics. The Process Manager will champion, lead, and enforce established policies and ensure IT departments, subcontractors, vendors, and customers understand and follow all process policies and procedures. The IT Process Manager will support the tools and ESM (Enterprise Service Management) platform supporting all ITIL processes. This is a critical role in aligning IT Services with stakeholders such as Supply Chain, Procurement, and Finance. This role will focus on improving the quality and consistency of the delivery of IT services across the health system and contribute to service strategy, design, operations, and measurement of the overall effectiveness of IT Shared Services.RequiredBehaviors:As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values. These values are our culture, our identity as an organization. Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability and Creative Vitality ask more of us than merely completing some list of tasks. Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission.RequiredQualifications:Bachelor’s degree in Computer Science, Management Information Systems, Business Administration, Organizational Development, or Healthcare related field or equivalent level of related experience.Proven experience developing and implementing new processes or programs within an organization.Strong process design and implementation skills, including creating supporting documentation and delivering end-user training.Excellent analytical and problem-solving abilities with a data-driven mindset.Exceptional communication skills – both written and verbal.Relevant certifications such as ITIL Foundation (v2/v3/4), Six Sigma, CBAP, CobIT, PMP, or Prince2 or equivalent level of learned experience.Demonstrated ability to build and maintain strong relationships across a matrixed or cross-functional environment.Strong organizational and coordination skills, including managing work across internal teams and external vendors.World class customer support focus – managing relationships with trust, honesty, respect, and integrity.PreferredQualifications:IT Infrastructure Library (ITIL) Intermediate Certifications such as Service Transition, Service Strategy, Release, Control & ValidationExperience creating MS Excel formulas, and/or basic coding within various platforms (php, java, css, javascript, or related web-based scripting)Experience administering and supporting one or more enterprise-level Service Management, or similar, software solutionsExperience managing one or more ITSM processes such as Change Control, Incident, Problem, Major Incident, Service Request, Knowledge, Asset, or EventDuties and Responsibilities:Manages ITIL activities and initiatives across the Information Services (IT) organization.Responsible for and oversee foundational ITIL processes including Change Enablement/Control, Asset Management, Procurement and other processes.Develop, maintain, sustain and manage the ITAM (IT Asset Management) processes, including procurement, inventory mgmt., lifecycle mgmt., and disposal of all IT assets.Partner with the IT Finance Manager, and IT leadership, in developing capital and operational annual budgets, including hardware refresh budgets for critical IT assets.Baselines processes as a starting point to measure the performance of the ITIL processes implemented.Benchmarks processes or other sets of data for the purpose of continual process improvement and establishes current state and sets process improvement goals and priorities to continually evaluate and measure progress or improvement.Process assessment: Inspects, analyzes, and verifies whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.Governs ITIL process policies, including responsibility for standards issuance and revision of procedures or forms, as directed by the process owner.Responsible for defining, analyzing, planning, measuring, and improving all aspects of ITIL processes. Ensures that processes, tools, and roles are appropriate and meet the agreed service level targets for availability.Administer the ITSM platform and act as primary escalation point for process tooling questions and enhancements.Provide guidance, leadership, and mentoring to IT managers/leaders related to ITIL processes, including development, transition, and operations around process implementations.Manage outside vendors and contractors to ensure performance expectations, customer satisfaction, and compliance with SJRMC policies.Other duties as assigned, on call as needed.Each caregiver is responsible for implementing SJRMC’s Service Standards into their daily work:Safety, Courtesy, Effectiveness, and StewardshipPhysical Demands and Environmental Work Conditions:Regularly on-site during scheduled shifts and quickly responsive, remote support when allowed or approved, occasional travel.Primarily office-based, frequent computer use; could involve long-term walking, standing, bending, or assisting with physical aspects of projects in clinical or administrative areas. Rounding during go-lives is common.Possible lifting and carrying of IT hardware and materials (up to 50 lbs.).Participation in scheduled shift coverage and on-call support for emergencies, maintenance, and upgrades.Maintain a professional appearance, demeanor, and service-oriented communication in all interactions.