Job Description

JOB PURPOSE:
Responsible for facilitating the development, management, and implementation of the organizations Information Systems processes, in partnership with the leadership team, to achieve performance excellence. Promote an IT Service Management (ITSM) culture of continuous improvement through education, training and coaching. Design and monitor internal metrics/controls to identify improvement opportunities and measure success. Prioritize, troubleshoot, approve, direct, and facilitate ITSM activities and education to ensure success through use of Best Business Practices. Develop, manage and support a portfolio of strategic processes using performance improvement models, tools, and data analysis. Mentor performance improvement teams and develops performance improvement capacity across the organization. KEY RESPONSIBILITIES:
1. Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives
2. Manage day-to-day IT business operations functions, facilitated through utilization of ITSM processes, including and not limited to Problem Management, Change Management, Release Management and Continual Service Improvement.
3. Develop and manage business intelligence analytics to measure and report performance of delivered services performance (KPIs) against SLAs and OLAs, and provide ITSM solutions recommendations to service owners, to support optimal delivery of IT services at the capacity required to meet business operational needs.
4. Champion continual service improvements to improve IT service delivery, quality and customer satisfaction
5. Provide consultative and decision-making support to management on the implementation of process improvements, strategic plans and M&A activities.
6. Coordinate and provide ITSM training to organization, as needed
7. Create, review and administer system and department (IT) policies and procedures.
8. Perform other duties as assigned. KNOWLEDGE, SKILLS, ABILITIES
Skill and ability to communicate effectively both verbally and in writing.
Ability to capture process requirements to translate into process documents, including work flow diagrams.
Skill and ability to effectively manage multiple priorities and deadlines, often working independently.
Skill and ability in Microsoft Office applications.
#LI-POST #GD

Requirements

MINIMUM EDUCATION REQUIRED:
Bachelor\xe2\x80\x99s degree in Information Systems, Business Administration, Computer Science, or related field.
In lieu of degree, four (4) years of relevant work experience will be accepted in addition to the experience requirement. MINIMUM EXPERIENCE REQUIRED:
Three (3) years of related work experience in Information Systems, quality assurance, business management, strategic planning, healthcare management or closely related field is required.
(If no degree, a total of seven (7) years of experience required.) MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None. ADDITIONAL QUALIFICATIONS:
ITIL Foundations certification required.
Knowledge of Six Sigma methodology and ITIL best practices preferred.
Working knowledge of SQL database queries, Tableau Business Intelligence tools, and Project Management core competencies are a plus.
Proven experience managing several major projects involving diverse operations and technology groups.

Diversity & Inclusion

At Piedmont Healthcare we embrace diverse ideas, perspectives, and skills to create a collaborative workplace where the best talent wants to succeed. We celebrate differences and recognize that they allow us to care for our community.

Excellence at Work

Piedmont is a certified Great Place to Work\xe2\x84\xa2- a national designation based on employee feedback about trust, workplace culture and experience. In 2019, Forbes named Piedmont one of Georgia\xe2\x80\x99s 10 best employers and the highest-ranked healthcare provider.