Envision Healthcare

  • IT SERVICE MANAGEMENT PROCESS MANAGER (ITSM MANAGER)

    Job Locations US-FL-Plantation
    Company EVPS
    Requisition ID
    2018-13722
    # of Openings
    1
    Category
    Information Technology
    Location
    Plantation, Florida 33322
  • Overview

    Envision Physician Services is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women’s and children’s health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services.  As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia. 

     

    If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.

     

    We currently have an exciting opportunity available for an experienced Information Technology Service Management Process Manager (ITSM Manager).

    Responsibilities

    The Information Technology Service Management Process Manager (ITSM Manager) role is primarily responsible to oversee and lead one or more of the Information Technology Information Library (ITIL) - (Incident, Problem, Change, Service Level, Asset, Configuration and Knowledge) processes for Sheridan Healthcare. This role will be instrumental in the development of service strategy and assist in the design, communication and enforcement of these processes. The ITSM Manager will lead organizational efforts towards IT Service Management (ITSM) maturity at Sheridan Healthcare and serves as Process Manager for various ITSM projects.

    • Initiate on-going ITSM efforts to simplify interactions between IT groups
    • Work with relevant teams to implement cross-functional services and workflows
    • Work with IT groups and leadership to develop policies and rules of engagement
    • Discover, clarify and formalize existing services and processes
    • Develop and document process for updating or making changes to existing services
    • Develop process for defining new services
    • Ensure multiple perspectives are represented in the definition and evolution of services, including customer/business, client, support, client representatives, and ITSM teams.
    • Review and report on IT Service performance, metrics, operational issues
    • Identify IT Service needs and opportunities based on customer outreach, service performance, metrics, operational issues or emerging or unmet needs
    • Define strategy and process to both employees and support teams to ensure consistent understanding of the services under management
    • Direct the day-to-day ITIL life-cycle process consultation and support with the ability to balance formal process definitions with realistically achievable goals
    • Partner with the leadership team that designs and implements ITSM and supports the operation of end-to-end IT services and IT processes to ensure alignment of ITSM goals and integration of service workflow and process, where appropriate
    • Promote ITSM governance structure with representatives from each of the major functional/technical areas that support or provide the service.
    • Mentor service managers and service providers
    • Participate in special projects and performs other duties as assigned
    • Other duties as assigned

    Qualifications

    • Bachelor's Degree from four-year college or university and 7 or more years of related experience; or equivalent combination of education and experience
    • Proven track record of training, coaching, motivating, and mentoring staff
    • Strong negotiation skills
    • Excellent written and oral communication skills, including presentation skills
    • Excellent analysis and problem solving skills.
    • Strong working knowledge of ITIL process framework 
    • ITIL Foundation certified (Must Have)
    • Strong working knowledge of current versions of the Microsoft Office product suite
    • Ticketing system documentation and knowledge base article creation experience
    • Microsoft Office Suite
    • Windows operating systems
    • Ticketing system experience (preferably Cherwell) 

     

    If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts!We offer a highly competitive salary and a comprehensive benefits package.

     

    Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify

    Envision Physician Services is an Equal Opportunity Employer.

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