Guthrie · 2 days ago
Sr Engineer, IT Service Mgmt - IT Infrastructure - Full Time (Remote)
United States
Full-time
Remote
Senior Level
5+ years expGuthrie is a non-profit, integrated healthcare organization committed to serving the community. The Senior Engineer, IT Service Management is responsible for designing, implementing, and maintaining ITSM solutions critical to healthcare operations, ensuring high availability and performance for ITSM processes.
Health CareHospitalPersonal Health
Responsibilities
Configure, deploy, and maintain ITSM platforms (e.g., ServiceNow) to support change management, asset management, configuration management, incident management, knowledge management, and problem management processes
Design and improve ITSM workflows to streamline IT service delivery, reduce resolution times, and enhance user experience for clinical and administrative staff
Provide technical expertise to support service desk operations, ensuring effective resolution of incidents and service requests in a healthcare environment
Develop and implement automation scripts and integrations to connect ITSM platforms with healthcare systems (e.g., EHR, clinical applications) and other IT infrastructure components
Design and manage change control processes to minimize risks associated with IT system changes, ensuring alignment with TGC policies
Maintain and optimize IT asset inventories within the ITSM platform, ensuring accurate tracking of hardware, software, and licensing compliance
Work closely with IT teams, clinical stakeholders, and vendors to gather requirements, troubleshoot issues, and implement ITSM solutions that meet operational needs
Develop and maintain ITSM performance metrics, dashboards, and reports to provide insights to IT leadership and ensure SLA compliance
Create technical documentation and provide training to IT staff and end-users on ITSM tools and processes
Collaborate with ITSM tool vendors and service providers to ensure platform functionality, upgrades, and adherence to service level agreements (SLAs)
Stay current on ITSM innovations (e.g., ITIL 4, AI-driven service management, cloud-based ITSM) and evaluate their potential to improve TGC IT operations
Anticipates and provides solutions for complex problems and issues, recommends upgrades and enhancements. Rapidly absorbs complex technical and conceptual information to identify issues and implications. Able to present understandable alternatives to both technical and non-technical individuals at all levels of the organization
Promotes the use of TGC’s PMO methodology and standards to manage IT initiatives
Demonstrates commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations
Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC
Performs related duties as assigned and unrelated duties as requested
Qualification
Required
Preferred five to seven (5 to 7) years of experience in implementing and managing ITSM processes and a CMDB in an enterprise environment; healthcare experience preferred
Highly experienced information systems professional with a strong technical background and proven track record of accomplishments in a large, complex multi-level organization
Expertise in ITSM platforms (e.g., ServiceNow) and configuration of workflows, forms, and reports
Proficiency in scripting and automation (e.g., JavaScript, PowerShell, Python) for ITSM integrations
Experience with ITIL processes (change management, asset management, configuration management, incident management, knowledge management, problem management)
Experience architecting and deploying ITSM and ITAM solutions within large enterprise environments
Advanced expertise in reporting tools (e.g., Power BI, Tableau)
Experience with web technologies such as JavaScript, HTML, CSS and REST/SOAP web services
Solid understanding of IT infrastructure components such as servers, network, storage systems and virtualization technologies
Experience with ITSM functionalities such as change control, CMDB and ticketing systems
Strong knowledge of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations
Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units
Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards and solutions among a diverse group of information technology professionals
Demonstrated commitment to customer service who has provided responsive and effective support, developed solid working relationships with customers, and delivered high quality, value-added services that met/exceeded customer expectations
Polished professional with demonstrated information technology experience and strong communication skills that can rapidly gain and maintain credibility with customers and IT colleagues
Bachelor's degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience
Preferred
Preferred certifications include ServiceNow Certified System Administrator, ITIL 4 Foundation
Company
Guthrie
Health care
5001-10000 employees
H1B Sponsorship
Guthrie has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Fidelis Care
2025-05-14Grant
Leadership Team
Edmund Sabanegh
President & Chief Executive Officer, The Guthrie Clinic
Brad Carvellas
SVP, Chief Digital Officer
Recent News
Central New York Business Journal
2026-01-03
2025-12-24
2025-09-23
Company data provided by crunchbase