Why Wellpath

Here at Wellpath, everything that we do is about taking care of people – our patients, our staff and our partners. We are committed to making a difference by providing hope and healing to vulnerable patients in challenging clinical environments. Our talented, compassionate team thrives in an autonomous environment, is empowered and supported by education, training and the resources to practice healthcare the way it is meant to be and strives to “Always Do The Right Thing!”

About this role

The Manager of the IT Service Management Department plans, directs and manages the implementation of IT Service Management (ITSM) Strategy, through the development, and maintenance of the ServiceNow platform, and its integrated applications and modules. The Manager ITSM will promote and implement ITSM best practices and ITIL methodologies throughout the IT Department. The Manager will ensure the development and implementation of efficient systems and cost-effective service management technologies to meet current and future business requirements.

Additional Details

*Hybrid, Nashville TN*Expereince with ITIL and/or ITSM highly preferredCertified ServiceNow Developer

What you bring to the table

Education:

• Bachelor’s Degree from an accredited College/University or commensurate experience

Experience:

• 3+ years’ leadership experience, preferably in a Service Desk or ITSM leadership role.
• 3+ years’ experience managing a Service Now Platform (ITSM Module)
• 3+ years’ experience developing and implementing ITIL principles
• 3+ years’ experience analyzing data and reporting metric driven KPI’s

Licenses/Certifications:

• One or more ServiceNow Certifications (System Administrator, Developer)
• ITIL Foundations certification is a plus

What you will do

• Designs, develops, and implements ITIL structured ITSM best practice standards through the development of the IT Service Management platform, and its integration with peripheral platforms.
• Direct the design, implementation, and compliance of ITIL structured ITSM best practice methodology through the development, and continual improvement of policies and processes for Incident management, change management, request management, knowledge management, problem management and major incident management to meet management and the company’s information needs.
• Hires, develops, and motivates qualified staff to effectively carry out department functions and provide for the continuity of managerial and specialized skills.
• Maintains knowledge of developments in the area of IT Service Management platforms, systems, modules and technologies with the intention of incorporating new developments into the future systems of the company. In consultation with CIO and VP IT, acts as visionary and evangelist for company’s ITSM policy compliance strategy.
• Manages IT Service Management spend and budgets in the areas of ITSM technologies, modules, licenses and developmental staffing requirements.
• Manages and oversees the companies change management policies and presides over the CAB (Change Approval Board).
• Identify opportunities to apply ServiceNow capabilities to business needs with the goal of reducing cost, reducing manual effort, and improving consistency.
• Collaborate with the enterprise PMO and the Business in the development, and continual improvement of the ServiceNow IT Business Management (ITBM) modules, to enable continuous improvement in Wellpath’s management of the Enterprise Project Portfolio and Projects.
• Identify, define, and develop standardization of reporting and compliance for service level agreements, and service level targets, with the goal of measuring the health and effectiveness of the Wellpath’s IT infrastructure and applications.
• Develop and maintain the policies and procedures for a ServiceNow governance committee, to operate as a steering committee ensuring the optimal direction of the ITSM platform.
• Design, implement and optimize processes and procedures for the ServiceNow team to develop user requested service offerings.
• Provides staff support for administrative tasks and projects relative to the Service Desk’s service catalog
• Oversee and Manage Service Now Platform, including maintenance and upgrades
• Prepare the IT Team and Service Desk Staff for new product/service releases.
• Maintain effective communication with all levels of Staff.

Wellpath is an EOE/Minorities/Females/Vet/Disability Employer

Our investment in you

• Medical, Dental and Vision Insurance plan options
• Time off & leave benefits
• 401K
• Tuition Reimbursement
• Parental benefits
• Perks and discounts
• And more available here https://wellpathcareers.com/