At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.

Join HCSC and be part of a purpose-driven company that will invest in your professional development.

This position is responsible for leading the Process Leads in planning, defining, developing, creating and maintaining process information for ITSM Processes, providing a high level of consultation to ITSM team members while leading cross functional teams to address the enterprise IT issues, driving conversations with IT and business partners to define process requirements, and create process flows and metrics to measure success for a selection of the following processes: Incident, Problem, Service Request, Configuration, Knowledge, Event and Asset Management in conjunction with the enterprise process design team; leading the creation, ongoing maintenance and reporting of various ITIL process area metrics, , designing and producing reports for analysis using system reporting tools; performing research and analyzing data related to division strategic initiatives. Leading team activities, deliverables, and issue resolution. Leading key activities including data collection, metric definition and analysis, and root cause analysis. Identifying best practice standards, guidelines, procedures, and tools for analyzing, designing, and implementing continual service improvements and working with enterprise teams, engineer and maintain event management, and service management tools as needed. Responsible for designing enhancements and fixing defects for existing or new ITSM enterprise tools through integration of technical and process requirements; serving as a designer to identify best solutions for ITSM processes.

REQUIRED QUALIFICATIONS:

• Bachelor's Degree and 6 years’ experience in Information Technology OR Technical Certification and/or College Courses and 8 years Information Technology experience OR 10 years Information Technology experience, with 4 years in ITIL Process Management role.
• Expertise with use of problem-solving techniques (e.g. Five Whys, Fishbone, Chronological, Trial and Error, Brainstorming, Kepler-Tregoe)
• A minimum of 5 year of Problem solving experience with a results-oriented focus.
• Experience with SaaS ITSM Suite of tools such as ServiceNow.
• Experience with IT Asset Management and CMDB Integration.
• Experience with IT Service Management standards (ITIL), procedures, and policies.
• Familiarity with HIPAA and other industry / process standards.
• Experience with relationship management.
• Experience with demand / consumption management.
• Experience with Risk Assessment.
• Understanding of TechDebt.
• Analytical thinking and consultative problem solving / consulting.
• Communicate technical concepts to non-technical audiences both in written and verbal form.
• Expertise with processes or tools in Event Monitoring and Service Management tools (ServiceNow and Dynatrace).
• Experience with IT Analytics, Monitoring, and Automation solutions.
• Initiative to solve complex problems; takes an outside in perspective to identify innovative solutions. 
• Ability to negotiate complicated deliverable requirements with stakeholders.
• Ability to facilitate matrixed teams investigating complex IT problems/projects.
• Exceptional interpersonal, communication and presentation skills with the ability to present to all levels in the organization including executive leadership and employees. 

• Preferred Job Qualifications:

• Experienced critical and analytical thinker with active listening skills.
• ITIL v3 or v4 IT Service Management certification.
• Adaptability / ability to manage change.
• Conflict management skills.

Compensation: $90,900.00 - $164,200.00

Exact compensation may vary based on skills, experience, and location

HCSC Employment Statement:

We are an Equal Opportunity Employment / Affirmative Action employer dedicated to providing an inclusive workplace where the unique differences of our employees are welcomed, respected, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.

To learn more about available benefits, please click https://careers.hcsc.com/totalrewards