ITSM Program Manager

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.

• We never settle by constantly striving for better.

• We are in it together by supporting one another and those we serve.

• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

The ITSM Program Manager manages application systems study and programming activities for teams. Tasks must follow the work schedule and application development standards. Assist IS Directors and leadership with technical and process standards. Help with department budget planning and management.

Essential Functions of the Role

• Is responsible for daily IT operations, including staff assignments, daily activities, service desk, ticket management, and IT relationships.

• Is accountable for all new and modified systems in their area of responsibility.

• Plans or oversees the testing, design, programming, timely implementation, and testing of applications projects utilizing approved development methodologies.

• Provide training and guidance on information system operation.

• Participate in improving project management, development, coding, debugging, testing, data services, process, application help, and training.

• Oversee or perform the development and documentation of business requirements, goals, deliverables, and specifications with customers, employees, and help staff.

• Maintains a broad knowledge of state-of-the-art technology, equipment, and systems.

• Create project plans and provide time estimates for the iterations or phases of each project.

Key Success Factors

• Deep understanding of ITIL and IT Service Management practices.

• Experience developing enterprise training programs and learning curriculums.

• Strong facilitation and presentation skills.

• Knowledge of ServiceNow ITSM capabilities, workflows, and Knowledge Management.

• Deep experience with ITSM Platform, ServiceNow.

• Technical writing and documentation governance expertise.

• Experience managing knowledge management programs and content lifecycle processes.

• Firm leadership, problem solving, team building, and judgment making skills.

• Skilled project manager with ability to articulate business needs.

• Excellent written, verbal, and reciprocal communication skills.

• Proficient computer software and database skills.

• Ability to focus and prioritize strategic aims and work in a growing and challenging environment.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

• EXPERIENCE - 5 Years of relevant experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.