Job Attributes

Work Schedule/Shift

Not Available

Job ID

5000323373306

Req. No

70024033

Job Title

Supervisor, Service Management

Region

CHRISTUS System Office

Category

Healthcare

Division

Not Defined

Company

CHRISTUS Health

Travel

None

Facility

Corp Itc-79101

Address

919 Hidden Ridge
Irving, TX  75038
US

Type

Full Time

Apply Now Supervisor, Service Management Job in Irving

POSITION SUMMARY

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.

MAJOR RESPONSIBILITIES 

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.

POSITION QUALIFICATIONS  A. Education/Skills
  • 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
  • Multi-tasking Ability
  • Time Management
  • Interpersonal Skills
  • Vision 
B. Experience
  • 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.
  • Three years of people management experience
C. Licenses, Registrations, or Certifications
  • ITIL Foundations within one year of employment
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