Manager, Product Services & Management (Hybrid Onsite/Remote)

Job Description

The Configuration Manager role is responsible for overall execution of the configuration management process on a day-to-day basis across the enterprise. This role manages the CMDB and all of the configuration items such as asset classes and relationships to ensure quality and accuracy. The introduction of APM and HAM increases the complexity and management of the CMDB. These products added an additional 50+ tables & configuration item classes as well as 20+ net new integrations. Manages, plans, and organizes the staff and activities of assigned team. Leads design, implementation and enhancement support to nurses, clinicians, pharmacists, providers and allied health professionals throughout the organization. Acts as a liaison with Nursing Institute, Quality and Risk Management and Center for Clinical Excellence.

Job Responsibility

• Lead, plan, and implement process design and improvement of the Configuration Management process to support health system growth.
• Drive continuous improvement of the process, user experience, and CMDB technologies.
• Maintain discovery application and the integrity of the CMDB and discovery processes.
• Maintain the governance, policies, and direction of the CMDB.
• Apply standard methodologies for organizing and discovering complex infrastructure environments to place them with business services into the CMDB, making valuable contributions to Service Owners, ITSM processes, Asset Management processes, and their customers.
• Mentors and helps direct configuration management specialists through leading community of practice.
• Provides leadership to Product Services & Management team members and supervisors by communicating and guiding toward achieving department objectives.
• Develops, communicates, and builds consensus for goals in alignment with the health system.
• Leads design, implementation, and enhancement of assigned CIS areas.
• Evaluates and assists with documentation of current processes, establishing a baseline for developmental improvements of future work-flows.
• Validates work developed by CIS staff and support teams.
• Promotes enterprise standardization, utilization, and leading practices with site clinical leadership and staff including collaborating with interdisciplinary process improvement teams in identifying and recommending uses and improvements of current the health systems.
• Collaborates with key clinicians and stakeholders to define data reporting requirements and analysis in support of patient/clinical records, performance improvement and departmental decision-making.
• Acts as a liaison to Nursing Institute, QM and Risk Management and Center for Clinical Excellence staff to coordinate and communicate CIS projects and outcomes measurement; reports on project status to CIS management.
• Facilitates ongoing enterprise CIS design and implementation associated with Nursing Institute policies and practices and QM standards.
• Ensures education of clinical and support staff to optimize information the health system/ applications and maintain integrity.
• Selects, develops, manages, and evaluates direct reports; ensures performance appraisals are completed in a timely fashion.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 6-8 years of relevant experience and 2-5 years of leadership / management experience, required.

HIGHLY PREFERRED

• 4+ years' experience with the ServiceNow CMDB and Discovery
• ServiceNow Certified System Administrator, certification
• Micro-Certification - Configure the CMDB, certification
• At least one ITIL Intermediate v3 or ITIL v4 Certification Stream-level certification

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).