ITSM Process Architect

We are seeking a skilled IT Service Management (ITSM) Process Architect to join Children's National Hospital and be part of our dynamic and innovative Information Services team. The ITSM Process Architect will be responsible for designing and implementing IT service management processes that align with industry best practices and support the unique needs and requirements of a healthcare organization. This is a vital role in ensuring that our organization's IT service management processes meet regulatory requirements and support the delivery of high-quality patient care. The ideal candidate will have a strong understanding of ITIL (IT Infrastructure Library) and extensive experience in healthcare IT service management.

Assist with the adoption and optimization of ITSM processes across business units, focusing on incident, problem, change, and asset management. Utilize ServiceNow to streamline work activity, aiming for a significant improvement in process efficiency and user satisfaction.

Collaborate with the manager to develop and implement comprehensive policies and procedures that standardize ITSM practices across Children’s National Hospital. Your goal is to establish a robust framework that ensures consistency, reliability, and adherence to best practices in IT service management.

Work with our service provider to deliver regular presentations and reports that utilize data analysis to highlight service status, trends, and areas for improvement. Promote the value of ITSM core processes through effective communication and advocacy.

Drive problem management activities with our service provider, demonstrating exceptional project management skills. Help guide the helpdesk team and other stakeholders through the problem management process, minimizing resistance and ensuring a smooth transition to new practices.

Forge and maintain strong relationships with internal and external stakeholders, ensuring alignment with digital transformation and business strategies. Stay abreast of IT sector developments and integrate industry best practices into our ITSM framework.

In addition, Analyze and provide input for event and incident management processes, procedures and metrics to identify service improvement and staff opportunities for improvement and efficiency. Support training requirements for event and incident management.

Minimum Education

Bachelor's Degree in information technology, computer science, healthcare informatics, or a related field. (Required)

Master's Degree (Preferred)

Minimum Work Experience

6 years - At least 6 years of experience in IT service management, with a focus on healthcare organizations. (Required)

Required Skills/Knowledge

Strong knowledge of the ITIL framework and experience applying ITIL principles in a healthcare environment.

Familiarity with healthcare regulations, standards, and frameworks, such as HIPAA, HITECH, HITRUST, and HL7.

Experience designing and implementing IT service management processes in healthcare organizations, including incident management, problem management, change management, and service request management.

Experience in designing, testing and implementing IT disaster recovery planning.

Proficiency in healthcare-specific IT systems and technologies, including EHR systems, research and clinical applications, and medical devices.

Excellent analytical, problem-solving, and critical-thinking skills, with the ability to assess complex situations and recommend effective solutions.

Strong project management skills, with the ability to prioritize and manage multiple initiatives concurrently.

Excellent communication and collaboration skills, with the ability to engage stakeholders at all levels of the organization.

Required Licenses and Certifications

ITIL (Practitioner, Service Manager) (Preferred)

Functional Accountabilities

Collaborate with stakeholders to understand the specific IT service management requirements of healthcare organizations, including regulatory compliance, security, privacy, and patient safety considerations.

Design and develop IT service management processes, procedures, and workflows tailored to the healthcare industry, ensuring alignment with ITIL best practices.

Lead the implementation and adoption of IT service management processes, working closely with cross-functional teams, including IT operations, security, compliance, research, and clinical departments.

Define and document healthcare-specific service management processes, such as incident management, problem management, change management, release management, and service request management.

Conduct comprehensive assessments of existing IT service management processes, identifying areas for improvement and recommending solutions to enhance efficiency, effectiveness, and patient satisfaction.

Collaborate with IT teams to ensure seamless integration of IT service management processes with healthcare applications, systems, and technologies, including electronic health record (EHR) systems and medical devices.

Develop and deliver training programs and materials to educate IT and non-IT staff on healthcare IT service management processes and their role in maintaining high-quality patient care.

Participate in a cross functional team to support disaster recovery planning and testing.

Monitor and evaluate the performance of IT service management processes, establishing key performance indicators (KPIs) and metrics to measure efficiency, effectiveness, and compliance.

Stay current with industry trends, regulations, and emerging technologies in healthcare IT service management, proactively identifying opportunities for process enhancements and innovation.

Collaborate with external vendors and partners to leverage their expertise and ensure alignment with industry standards and best practices in healthcare IT service management.

Organizational Accountabilities

Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

Demonstrate collaborative and respectful behavior

Partner with all team members to achieve goals

Receptive to others’ ideas and opinions

Performance Improvement/Problem-solving

Contribute to a positive work environment

Demonstrate flexibility and willingness to change

Identify opportunities to improve clinical and administrative processes

Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

Use resources efficiently

Search for less costly ways of doing things

Safety

Speak up when team members appear to exhibit unsafe behavior or performance

Continuously validate and verify information needed for decision making or documentation

Stop in the face of uncertainty and takes time to resolve the situation

Demonstrate accurate, clear and timely verbal and written communication

Actively promote safety for patients, families, visitors and co-workers

Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance