The Supervisor, Service Management is responsible for managing the operations and performance of the ServiceNow application, Information Management Analysts in accordance with the ITIL Incident Management, problem, request and change management processes and Tier 1 and Tier 2 response team functions.
The Supervisor, Service Management is responsible for managing the operations and performance of the Information Management Desktop Analysts in accordance with the ITIL Incident Management, problem, request and change management processes and Service Desk functions. The supervisor is also accountable for the performance, operation, and maintenance of the enterprise ServiceNow platforms. Responsiblities include accountability for processes, decision support information, and initiatives to ensure normal service operations are restored as quickly as possible with minimum disruption to the business. The Supervisor, Service Management provides leadership in the monitoring and reporting of customer and internal Information Management service level agreements. The supervisor is responsible for detailed reporting, KPIs and monitoring staff productivity. This position is responsible for providing ongoing managerial and motivational leadership, in line with the organization's values and goals, to assure the consistent delivery of high quality services by a highly qualified trained and committed professional staff.
BA/BS degree in Computer Science, Management Information Systems or related field.
Education or experience in ITIL Service Desk function and Incident Management processes preferred.
Working knowledge and experience managing a large implementation of ServiceNow in a large enterprise.
Working knowledge of multiple healthcare information systems applications and technical platforms preferred.
Problem Solving Skills
Eight years of increasing responsible application management and customer support experience in a large 24/7 corporate systems environment with a wide variety of applications and technologies.
Our Mission: WHY WE EXIST. To extend the healing ministry of Jesus Christ. Our Core Values: WHAT WE BELIEVE IN.DIGNITY Respect for the worth of every person, recognition and commitment to the value of diverse individuals and perspectives, and special concern for the poor and underserved. INTEGRITY Honesty, justice, and consistency in all relationships. EXCELLENCE High standards of service and performance. COMPASSION Service in a spirit of empathy, love, and concern. STEWARDSHIP Wise and just use of talents and resources in a collaborative manner.Our Vision: WHAT WE ARE STRIVING TO DO. CHRISTUS HEALTH, a Catholic health ministry, will be a leader, a partner and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities so that all may experience God's healing presence and love. Our Name and Symbol:WHO WE ARE. CHRISTUS is Latin for "Christ," and proclaims publicly the core of our mission. OUR NAME choice also recognizes the heritage of our two congregational sponsors, the Sisters of Charity of the Incarnate Word in Houston and San Antonio. Jesus Christ is the Incarnate Word, the Word of God made flesh. It is, theref...ore, only fitting that it is in another form of His name that our health ministries are called together. OUR SYMBOL Reflects the healing ministry of Jesus Christ - a combination of a medical cross and a religious cross. The flowing banner on the cross is a common symbol of the risen Christ, while the royal purple signifies Christ. The flowing banner also conveys a sense of motion as we move forward into a new era of service to our communities.