IT Service Process Manager

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires ship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

This role will be responsible for the ongoing development and management of IT service management processes, to include: Knowledge, Incident, Problem, Event Change and Asset Management leveraging formal Information Technology Infrastructure Library (ITIL) v3 practices, and ensure there are formal measurable data-driven governance practices to support process compliance and improvement. This role will work with the Contract Administration team to ensure that applicable SLAs are included in vendor contracts and appropriate data is available, collected and reported to support SLA measurement and adherence. This role will work with designated business representatives to identify, document and develop workflow and processes within our service management application to support process improvement and enhanced customer service experience.

Education & Experience

Required:

5 years of experience with ITIL process management with demonstrable expertise in CMDB, Change, Incident, Problem and Event processes.
ITIL v3 certification required, with demonstrable experience implementing enterprise processes.

Preferred:

Experience/certification in CoBit, DevOps, Agile, Lean development and Six Sigma.
Enterprise Vendor Management experience.
Familiar with Business Architecture concepts (TOGAF).
Experience in service process integration in ServiceNow.

Key Responsibilities

Ability to demonstrate managing large organizational changes with excellent collaboration skills.
Own and manage multiple ITIL processes and their integration in ServiceNow.
Establish formal IT Service Management practices leveraging ITIL v3 best practices.
Develop and manage continual improvement plan for all ITIL processes.
Develop produce and maintain metrics, governance programs and documentation for ITIL processes.
Participate in developing IT strategy and ensuring that internal IT processes support those objectives.
Partner with Vendor Management/Contract Administration organization to ensure vendor contracts support the organizational strategic direction through adherence to ITIL best practices and defined SLA metrics.
Provide performance related data to support ongoing vendor contract adherence.
Establish performance reporting for all IT teams and leadership, providing direction and support to drive sustained IT service delivery improvements.
Establish and interact with business leaders to ensure that services are meeting or exceeding expectations.
Implement new processes or workflows to enhance service delivery to internal and external customers.
Leverage available data to ensure IT staff adherence to notable service management processes.
Provide adherence data and approved process documentation to support internal and external audit reviews of IT practices and performance.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate; able to clearly translate highly technical concepts in easy to understand business terms; Confident and composed communicator with experience presenting all levels of leadership.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required; organizational change management expertise.

Creativity / Innovation: Ability to develop unique and novel solutions to problems; View change as necessary.

Delegation Skills: Provide clear performance expectations for projects and ensure adequate access to resources for completion.

Empathy / Customer Service: Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position; Develop strong relationships with technology and business leaders.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Apply ITIL v3 principals to the development and daily management of designated service management processes; Develop measurable metrics to drive improved service delivery, drive effective vendor engagements and to demonstrate the effectiveness of specific service management processes; Ensure service management process integration with ServiceNow; Provide strategic insight to IT leadership.

Working Conditions

Working Conditions:

Works non-regular hours as required
Works within a standard office environment, with minimal travel
Extensive computer work with long periods of sitting

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve !

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $122,000 - $135,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.