Summary:

The Senior Engineer, IT Service Management is responsible for the design, implementation, support and maintenance of solutions within the IT Service Management (ITSM) platform critical to healthcare operations including patient care, clinical applications, and administrative functions for The Guthrie Clinic (TGC). This role ensures high availability and performance for ITSM processes (change management, asset management, configuration management, incident management, knowledge management, problem management) and the overall CMDB in accordance with ITIL or industry best practices. The Sr. Engineer collaborates with IT teams, vendors, and hospital stakeholders to align ITSM processes and tools. This position will be a technology advocate throughout the organization for the effective application of technology to meet business needs and to support business changes and growth. 

Experience:

Preferred five to seven (5 to 7) years of experience in implementing and managing ITSM processes and a CMDB in an enterprise environment; healthcare experience preferred.Highly experienced information systems professional with a strong technical background and proven track record of accomplishments in a large, complex multi-level organization. Expertise in ITSM platforms (e.g., ServiceNow) and configuration of workflows, forms, and reports.Proficiency in scripting and automation (e.g., JavaScript, PowerShell, Python) for ITSM integrations.Experience with ITIL processes (change management, asset management, configuration management, incident management, knowledge management, problem management). Experience architecting and deploying ITSM and ITAM solutions within large enterprise environments.Advanced expertise in reporting tools (e.g., Power BI, Tableau).Experience with web technologies such as JavaScript, HTML, CSS and REST/SOAP web services.Solid understanding of IT infrastructure components such as servers, network, storage systems and virtualization technologies.Experience with ITSM functionalities such as change control, CMDB and ticketing systems.Strong knowledge of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units.Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards and solutions among a diverse group of information technology professionals.Demonstrated commitment to customer service who has provided responsive and effective support, developed solid working relationships with customers, and delivered high quality, value-added services that met/exceeded customer expectations. Polished professional with demonstrated information technology experience and strong communication skills that can rapidly gain and maintain credibility with customers and IT colleagues.

Education:

Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience.

Licenses/Certifications:

Preferred certifications include ServiceNow Certified System Administrator, ITIL 4 Foundation.

Essential Functions:

Configure, deploy, and maintain ITSM platforms (e.g., ServiceNow) to support change management, asset management, configuration management, incident management, knowledge management, and problem management processes.Design and improve ITSM workflows to streamline IT service delivery, reduce resolution times, and enhance user experience for clinical and administrative staff.Provide technical expertise to support service desk operations, ensuring effective resolution of incidents and service requests in a healthcare environment.Develop and implement automation scripts and integrations to connect ITSM platforms with healthcare systems (e.g., EHR, clinical applications) and other IT infrastructure components.Design and manage change control processes to minimize risks associated with IT system changes, ensuring alignment with TGC policies.Maintain and optimize IT asset inventories within the ITSM platform, ensuring accurate tracking of hardware, software, and licensing compliance.Work closely with IT teams, clinical stakeholders, and vendors to gather requirements, troubleshoot issues, and implement ITSM solutions that meet operational needs.Develop and maintain ITSM performance metrics, dashboards, and reports to provide insights to IT leadership and ensure SLA compliance.Create technical documentation and provide training to IT staff and end-users on ITSM tools and processes.Collaborate with ITSM tool vendors and service providers to ensure platform functionality, upgrades, and adherence to service level agreements (SLAs).Stay current on ITSM innovations (e.g., ITIL 4, AI-driven service management, cloud-based ITSM) and evaluate their potential to improve TGC IT operations.Anticipates and provides solutions for complex problems and issues, recommends upgrades and enhancements. Rapidly absorbs complex technical and conceptual information to identify issues and implications. Able to present understandable alternatives to both technical and non-technical individuals at all levels of the organization.Promotes the use of TGC’s PMO methodology and standards to manage IT initiatives.Demonstrates commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations. Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.Performs related duties as assigned and unrelated duties as requested.

 

Other Duties: Other duties as assigned.