The Supervisor, Service Management is responsible for managing the operations and performance of the ServiceNow application, Information Management Analysts in accordance with the ITIL Incident Management, problem, request and change management processes and Tier 1 and Tier 2 response team functions.
The Supervisor, Service Management is responsible for managing the operations and performance of the Information Management Desktop Analysts in accordance with the ITIL Incident Management, problem, request and change management processes and Service Desk functions. The supervisor is also accountable for the performance, operation, and maintenance of the enterprise ServiceNow platforms. Responsiblities include accountability for processes, decision support information, and initiatives to ensure normal service operations are restored as quickly as possible with minimum disruption to the business. The Supervisor, Service Management provides leadership in the monitoring and reporting of customer and internal Information Management service level agreements. The supervisor is responsible for detailed reporting, KPIs and monitoring staff productivity. This position is responsible for providing ongoing managerial and motivational leadership, in line with the organization's values and goals, to assure the consistent delivery of high quality services by a highly qualified trained and committed professional staff.
BA/BS degree in Computer Science, Management Information Systems or related field.
Education or experience in ITIL Service Desk function and Incident Management processes preferred.
Working knowledge and experience managing a large implementation of ServiceNow in a large enterprise.
Working knowledge of multiple healthcare information systems applications and technical platforms preferred.
Problem Solving Skills
Eight years of increasing responsible application management and customer support experience in a large 24/7 corporate systems environment with a wide variety of applications and technologies.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.