PeaceHealth is seeking a Mgr ITSM & Enterprise Monitoring for a Full Time, 1.00 FTE, Day position. The salary range for this job opening at PeaceHealth is $50.89 - $76.33. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.
Job Summary
Manages the coordination of the activity's leadership, operational oversite, and direction of the PeaceHealth ITSM and Enterprise Monitoring platforms including costs, methods, and staffing. Collaborates with PeaceHealth IT leadership to define standards, ensure compliance with regulatory requirements, ensures goals are met, providing status updates and results, and conducts analysis as necessary. Ensures the continuity of IT throughout the organization through planning, technical leadership and project coordination.
Essential Functions
- Manages the ITSM platform and Enterprise Monitoring solutions across PeaceHealth.
- Owns the ITSM platform strategy, roadmap, governance, and lifecycle management, ensuring platform capabilities align with organizational priorities, ITIL practices, regulatory requirements, and operational needs.
- Leads the design, configuration, administration, and optimization of core ITSM capabilities, including incident, request, problem, change enablement, knowledge, service catalog, asset, and configuration management workflows.
- Establishes platform standards, operating procedures, access controls, data quality expectations, and change governance to promote reliable, secure, and consistent use of ITSM tools across the enterprise.
- Develops and maintains dashboards, reports, service metrics, and KPI reporting to monitor platform performance, SLA adherence, service health, user adoption, backlog trends, and opportunities for continuous improvement.
- Partners with IT operations, cybersecurity, clinical and business stakeholders, vendors, and service owners to integrate ITSM workflows with enterprise monitoring, automation, communication, and service delivery processes.
- Guides platform releases, enhancements, upgrades, testing, training, and adoption activities to minimize service disruption and ensure caregivers and IT teams can effectively use the ITSM platform.
- Contributes to the continuity of IT services by providing necessary technical/functional leadership and project coordination.
- Performs other duties as assigned.
Qualifications
Education
- Bachelor's Degree or relevant field, or a combination of education and professional experience that provides the incumbent with the requisite knowledge, skills and ability to successfully perform the job Required
Experience/Training
- Minimum of 5 years Professional work experience with ITSM platforms Required and
- Minimum of 2 years Supervisory or leadership experience, preferably including health information experience Required
Licenses/Certifications
- IT Infrastructure Library Certification v3, v4, or v5 Preferred
Skills
- Knowledge of current applications and trends in information technology as related to healthcare
- Knowledge of privacy legislation such as HIPPA
- Strong analytical and problem-solving skills
- Strong Interpersonal, collaboration and conflict resolutions skills
- Ability to exercise strong judgement in analyzing, appraising, evaluating and soloing problems of a difficulty procedural, organizational, administrative or technical nature
- Strong Customer service skills
- Strong Verbal and written communication skills
- Ability to lead and guide lean process improvement to assure efficiency
- Ability to deliver financial results for areas of accountability
Working Conditions
Lifting
- Consistently operates computer and other office equipment.
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Sedentary work.
Environmental Conditions
- Predominantly operates in an office environment.
Mental/Visual
- Ability to communicate and exchange accurate information.
- The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
PeaceHealth is committed to the overall wellbeing of our caregivers: physical, emotional, financial, social, and spiritual. We offer caregivers a competitive and comprehensive total rewards package. Some of the many benefits included in this package are full medical/dental/vision coverage; 403b retirement plan employer base and matching contributions; paid time off; employer-paid life and disability insurance with additional buyup coverage options; tuition and continuing education reimbursement; wellness benefits, and expanded EAP and mental health program.
See how PeaceHealth is committed to Inclusivity, Respect for Diversity and Cultural Humility.
For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.