Integrated IT Incident Manager

Overview:

Now hiring a Integrated IT Incident Manager

Summary:
Provide a single point of contact for one or more IT Service Management process(es), responsible for planning and coordination of day-to-day activities required to carry out, monitor and report on the process for which they are responsible.. Provides the authority or ability to make changes in the process as required, and manage process(es) end-to-end so as to ensure optimal overall performance. Responsible for managing all process documentation and supporting all enhancements to the process. Works across the organization to identify, design, analyze and develop processes in line with business and technology requirements. This position requires knowledge across multiple infrastructure platforms and processes Partners with the Technical Subject Matter Experts to provide process requirements for building or modifying tools that support the process.

How you belong matters here.

We value our employees' differences and find strength in the diversity of our team and community.

At Presbyterian, it's not just what we do that matters. It's how we do it - and it starts with our incredible team. From Information Technology to Food Services and beyond, our non-clinical employees make a meaningful impact on the healthcare provided to our patients and members.

Why Join Us

• Full Time - Exempt: Yes
• Job is based Rev Hugh Cooper Admin Center
• Work hours: Varied Days and Hours
• Benefits: We offer a wide range of benefits including medical, wellness program, vision, dental, paid time off, retirement and more for FT employees.
• Remote: Open to remote applicants in the United States, except for the following states: Wyoming, North Dakota, and Ohio

Preferred Qualifications:

• Demonstrate proficiency in various aspects of IT infrastructure, networking, security, integrations, applications, and operations in a complex and dynamic environment.
• Demonstrate proficiency in coordinating the resolution of IT incidents while under pressure, and effectively convey updates to IT and business stakeholders.
• Apply best practices in IT Service Management by leveraging ServiceNow for oversight and management of service level agreements, performance indicators, and compliance with internal IT teams and managed service providers.
• Capable of creating, delivering, and managing regular performance reports and reviews for both IT and business stakeholders.
• Preferred certifications: ITIL v4, ITSM, ServiceNow, SIAM
• Ability to work an on - call schedule

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience. 6 years of additional experience can be substituted in lieu of degree.
• Knowledge of process analysis principles

• Coordinates the design, development and maintenance of one or more of the processes and related procedures within the ITSM Lifecycle.
• Coordinates the planning and management of support for the processes and for the toolset supporting the processes
• Coordinates interfaces between ITSM processes and other service management processes
• Coordinates the monitoring of the effectiveness of the processes and makes recommendations for improvement.
• Coordinates the production of management information through the definition of CSFs and KPIs for the processes within area of responsibility
  
  

All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.

Wellness
Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

Why work at Presbyterian?
As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.

About Presbyterian Healthcare Services
Presbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1600 providers and nearly 4,700 nurses.

Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

Inclusion and Diversity
Our culture is one of knowing and respecting our patients, members, and each other. We capture this in our Promise and CARES commitments.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.