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Facility: 45th St Business Center - IT
Location: Fargo, ND
Address: 200 45th St S, Fargo, ND 58103, USA
Job Schedule: Full time
Weekly Hours: 40.00
Responsible for the direction, planning and oversight of activities relative to Service Management. Will have extensive experience with the implementation and oversight of multiple ITSM Practice areas using the ServiceNow product. Supports the requirements, development, testing, and management of service management processes and operational activities, and lead projects related to ServiceNow capabilities and service management. Work with IT personnel to deliver increased service efficiency and improve service quality excellence. Will perform Process Owner / Process Manager roles driving strategy, transition, and continuous improvement of ITIL practices. Work independently with minimal direction on day-to-day work. Program Management within the Service Management Office (SMO) often requires problem resolution for unique and complex challenges and requires generation of solutions that look beyond the immediate problem to wider implications. Build professional networks, and identify and connect resources to solve issues and achieve goals. Serve as a resource for leadership, stakeholders and the project team.
Will perform Process Owner / Process Manager roles driving strategy, transition, and continuous improvement of ITIL practices including: Change Enablement, Incident Management, Problem Management, Knowledge Management, Asset and Configuration Management, Service Mapping and other ITOM capabilities and experiences. The ideal candidate would also have a strong understanding and working experience of the ServiceNow product.
Align service management program/projects, sequence deliverables, promote quality and assess the impact of programs on business performance driving business value. Provide direction and leadership to project teams working on service management program projects. Define the scope of the initiatives and sequence into roadmap workstreams that support it while defining best practices, process improvements and policies to ensure alignment with SMO objectives.
Plan, organize and deliver key projects/programs and its activities in accordance with the mission and goals of the organization. Detail the roadmap for IT Service Management process areas like Knowledge Management. Manage resources, schedules, and financials and adhere to quality and control guidelines.
Assess delivery risks, propose resolutions, manage change requests and track implementation of resolution through to adoption for realization of value. Verify that the program achieves the proposed benefits defined in the business case.
Maintain authority over the program and its projects and assume responsibility for the overall program. Contribute to process improvement initiatives as it relates to improving Service Management objectives.
Serve as change agent, influencing stakeholders and project deliverables to change organizational culture and processes. Present program/project proposals, updates and outcomes to senior leadership.
According to team and organizational needs, may perform project manager, process owner, process manager, senior business analyst duties.
Bachelor’s degree in project management or related Technology field required.
Seven to ten years' experience leading IT process improvements is required. Previous experience working with business stakeholders in a cross-functional matrix environment and an intermediate level of proficiency with project management software and Microsoft Office required.
Information Technology Infrastructure Library (ITIL) certification required within 1 year of hire. Project Management Professional (PMP) certification and knowledge/experience with Knowledge Centered Support (KCS) a plus.
ServiceNow experience preferred.
Sanford Health offers an attractive benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, work/life balance benefits, sick leave and paid time off. To review your benefit eligibility, visit https://sanfordhealth.jobs/benefits .
Sanford is an EEO/AA Employer M/F/Disability/Vet. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to email@example.com .
Sanford Health has a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.
Job Function: General Administration
Req Number: R-49096