Career Opportunities: IS Service Quality Manager (24530)

Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.

Job Summary

The Service Quality Manager plays a critical role in ensuring the timely and high-quality delivery of Information Services & Business Intelligence (ISBI) services. This role leads a team focused on assessing and improving internal ISBI processes and efficiency, developing metrics and reporting, and implementing tools to support these goals. This position involves managing and leading a team responsible for ServiceNow implementation, maintenance, and support. The Service Quality Manager collaborates closely with internal stakeholders, clients, and technical teams to align services with business needs and expectations.

Essential Responsibilities

Service Quality

• Using ITIL as a framework, collaborate with ISBI leadership to identify and address areas of ISBI process improvement.
• Work collaboratively with other teams within ISBI to provide expertise, support, and capacity to solve larger cross team challenges, facilitate resolution of intermittent issues and support processes spanning multiple teams.
• Identify business and systems requirements for new service management technologies in support of continual ISBI process improvement.
• Establish and produce consolidated ISBI performance metrics.
• Develop and maintain strong relationships with stakeholders in other business units and peers in ISBI; collaborates effectively with these groups.
• Identify, recommend, and establish ITIL process owners, as necessary; operate as an ITIL process owner as needed.

ServiceNow Platform Management

• Ensure the creation and maintenance of an agile, streamlined, scalable, and optimized ServiceNow platform.
• Participate in the creation of the strategic vision for ServiceNow within the organization.
• Champion the use of ServiceNow throughout the organization.
• Oversee day-to-day administration and operation of the ServiceNow platform.
• Facilitate daily stand-up meetings and sprint reviews.
• Establish and monitor adherence to platform design, maintenance, and administration best practices.
• Develop and maintain 18-to-24-month roadmap for system improvements in consultation with appropriate stakeholders and ISBI leadership.
• Plan and execute regular releases/upgrades as per agreed roadmap.
• Maintains visibility into vendor roadmaps and appropriately adjust roadmaps, plans, and priorities to maintain low technical debt.
• Implement platform in alignment with ITIL best practices.
• Align the platform with measurable business outcomes.
• Lead project teams, ensuring effective collaboration.
• Coordinate with end users to identify application requirements.
• Work closely with key stakeholders to prioritize tasks.
• Drive continuous improvement and extend ServiceNow as a strategic business platform.
• Set and maintain platform documentation standards, and ensure documentation meets the standards.
• Ensure platform security and compliance with regulatory bodies and statutes, including HIPAA standards for PHI protection and transmission.

Leadership

• Develops, monitors, and reports on KPIs, metrics and SLAs across the team.
• Ensures compliance with internal auditing, HIPAA, and other federal regulations.
• Promotes ISBI programs and staff achievements across the organization through regular and transparent reporting, as well as publishing workplans.
• Develop resource and capacity plans for team’s direction and roadmaps.
• Plans, organizes, manages, and monitors work projects.
• Acts as project manager for projects related to ITSM adoption and improvements.
• Ensures project deliverables are met according to quality control schedules and standards.
• Perform business needs analysis and develop functional requirements for projects as needed.

Relationship Management

• Leads effective communication system for work groups, ensuring a collaborative culture.
• Builds and ensures effective relationships across internal teams and external organizations for current or future integration.
• Liaises between the IS Service Delivery team and other IS groups and non-IS business partners.
• Partners with internal leaders and managers to identify improvement plans and processes.
• Partners with or leads other ISBI leaders in support of IT Service Management process improvement, reporting/metrics development, and adoption of ISBI workflow management tools.
• Develops and maintains knowledge of CareOregon’s critical functions that support our members and patients; collaborates with stakeholders to understand informational requirements to support department goals.
• Represents CareOregon within and outside the organization, providing productive leadership presence and effectiveness.
• Establishes and maintains cooperative and productive working relationships with internal and external customers.
• Works collaboratively to resolve complex systemic problems and assist internal and external user departments as required.

Employee Supervision

• Manages team(s) and recommends team direction and goals in alignment with the organizational mission, vision, and values.
• Identifies work and staffing needs to meet work expectations; recruits and hires, using an equity, diversity, and inclusion lens.
• Plans, organizes, schedules, and monitors work; ensures employees have information and resources to meet job expectations.
• Leads the development, communication, and oversight of team and individual goals; ensures goals, expectations, and standards are clearly understood by staff.
• Trains, supervises, motivates, and coaches employees; provides support toward employee development.
• Incorporates guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.
• Ensures team adheres to department and organizational standards, policies, and procedures.
• Evaluates employee performance and provides regular feedback to support success; recognizes strong performance and addresses performance gaps and accountability (corrective action). 
• Performs supervisory tasks in collaboration with Human Resources as needed.

Organizational Responsibilities

• Perform work in alignment with the organization’s mission, vision and values.
• Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
• Strive to meet annual business goals in support of the organization’s strategic goals.
• Adhere to the organization’s policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education

Required

• Minimum 7 years’ relevant experience, including at least (3) years leading information services teams, and at least (1) year experience in ServiceNow development, architecture, or platform management.

Preferred:

• Bachelor’s degree in Information Services, or technology related field
• Minimum 2 years’ experience in a supervisory position or minimum 1 year experience in a supervisory position with completion of CareOregon’s Aspiring Leaders Program.
• Experience working in health care payer/managed care organizations.
• PMP or other project management training and experience in managing large projects
• ITIL Foundations certification
• Active or expired ServiceNow Certified System Administrator or higher certification

Knowledge, Skills and Abilities Required

Knowledge

• Working knowledge of ServiceNow platform development processes and programming languages.
• Strong understanding of service management and associated tools, processes, and governance frameworks such as ITIL
• Familiarity with Agile development processes
• Understanding of and ability to adhere to governance and process

Skills and Abilities

• Proficiency in ServiceNow administration and workflow management
• Strong analytical skills to assess process efficiency and identify areas for improvement.
• Problem-solving skills to address quality issues
• Strong basic computer applications skills (Access, PowerPoint, Excel, Word, and Outlook) and comprehension of computer programming concepts and practices
• Ability to manage and report on complex systems to internal and external leaders and partners
• Ability to manage architectural direction and drive modernization of business-critical processes
• Ability to lead and develop high performing team members, including hiring, goal setting, coaching, performance management, and development
• Ability to effectively convey team goals and plans ensuring integration into strategic plans and initiatives and understanding by other groups
• Excellent analytical and research skills
• Strong Project Management skills
• Ability to build and maintain professional relationships with business, community, and internal management groups
• Ability to take the initiative to see beyond the original request so that all logically related work is completed without needing a specific request for implied steps
• Ability to delegate and coordinate tasks for multiple people and projects
• Ability to manage the workloads of others and interact effectively and motivate staff to perform at their highest level
• Ability to manage and effectively resolve conflict within and across teams
• Ability to inspire and manage teams in support of continuous improvement related to complex, business critical systems
• Ability to communicate effectively, both verbally and in writing, including strong presentation and change management skills
• Skilled in communicating application or product or program effectiveness at all layers of an organization (staff and leaders)
• Ability to effectively collaborate and plan with coworkers and others
• Ability to lead, plan and manage in ambiguous environments and with high degree of uncertainty
• Ability to occasionally work outside of standard office hours
• Ability to consistently handle multiple projects and chronic deadline pressure
• Ability to make sound judgments as to how to architect and implement systems that build sustainable and scalable solutions
• Ability to make sound judgments as to how to prioritize work assignments
• Ability to continuously learn new systems and tools and stay up to date on modern technologies and practices
• Continuous learning required as new releases of development tools require retraining
• Ability to work effectively with diverse individuals and groups
• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day
• Ability to hear and speak clearly for at least 3-6 hours/day

Working Conditions

Work Enviornment(s):        ☒ Indoor/Office         ☐ Community       ☐ Facilities/Security      ☐ Outdoor Exposure

Member/Patient Facing:    ☒ No                           ☐ Telephonic         ☐ In Person 

         Hazards: May include, but not limited to, physical and ergonomic hazards.

Equipment:  General office equipment

Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used. 

#MULTI

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

Veterans are strongly encouraged to apply.

We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

Visa sponsorship is not available at this time.