JFK Johnson Rehabilitation Institute · 19 hours ago
IT SERVICE MANAGEMENT (ITSM) PROCESS OWNER -DIGITAL TECHNOLOGY SERVICES
Edison, NJ
Full-time
Onsite
Senior Level
7+ years expJFK Johnson Rehabilitation Institute is part of Hackensack Meridian Health, dedicated to transforming healthcare. The Information Technology Service Management (ITSM) Process Owner will oversee ITSM processes, ensuring governance, support, and continual improvement across the organization.
Hospital & Health Care
Responsibilities
Manage core ITSM practices (incident, problem, change, request) and practical experience in Service Asset & Configuration Management(SACM) and Configuration Item (CI) development and maintenance
Responsible for sponsorship, design, change management and continual improvement of the process and its metrics
Ensures that the process is connected with the company strategy and delivers the intended outcomes (outputs and results)
Excellent understanding of target customers and models service-oriented behavior
Communicates the process and its activities to the people who have a role in it using a responsibility chart (RACI matrix)
Exceptional analytical and problem-solving skills to identify and implement continual service improvement (CSI) to enhance efficiency and productivity among the IT division, business units and external vendors
Ability to prepare process design and workflows that align to ITSM/ITIL best practices
Define and manage key performance indicators (KPIs) and service and operational level agreements (SLA/SLO) targets to ensure IT is meeting expected service levels
Perform trend analysis and reporting on incidents, problems, root cause analysis (RCAs), changes, and service level trends
Ability to manage complexity and develop innovative solutions to drive business value
Other duties and/or projects as assigned
Adheres to HMH Organizational competencies and standards of behavior
Qualification
Required
Bachelor's degree in IT, Business Management, Computer Information Systems or other related IT/health field
A minimum of 7 years of experience in technical multi-discipline management
Proficient in applying ITIL/ITSM principles and concepts
Experience with ServiceNow implementation
Excellent organizational, project coordination, analytical, and interpersonal skills to develop, document and implement improvement processes
Strong program management skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality
Advocate for automation and demonstrate strong passion, interest and knowledge in automating processes with technology within the team and division
A team player who thrives and who is keen to influence others with means of new technologies
Ability to work autonomously and set priorities to meet deadline-driven organizational needs
Self-motivated, hands-on, analytical, meticulous and fast learner with a technical background
Leadership skills, judgment, creativity, and comprehensive knowledge of the field
Ability to drive strategic direction
Strong proficiency with Google Workspace
ITIL V3 Foundation or ITIL 4 Foundation Certification
Preferred
IT delivery with solid understanding of Windows and Chrome platforms, Citrix, Oracle Business Intelligence/Analytics, networking and security technologies
Experience in Robotic Process Automation (RPA) tools such as UiPATH
Strong understanding of ServiceNow technologies/modules is a strong plus
Demonstrated proficiency in ITSM/ITIL best-practice and process standardization are also a plus
Benefits
Health
Dental
Vision
Paid leave
Tuition reimbursement
Retirement benefits
Company
JFK Johnson Rehabilitation Institute
Offering New Jersey’s most comprehensive rehabilitation services, JFK Johnson Rehabilitation Institute is a 94-bed facility located in Edison, NJ, serving residents of the tristate area for more than 40 years.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase