Supv Infrastructure Service Mgmt

Job Summary:

The Supervisor of Service Management – Application Support is a leader of people, who’s primary role is to provide remote incident resolution for clinical and revenue cycle applications, responsible for daily operations of team ensuring team is knowledgeable and compliant with processes and procedures.  This includes acting as a Service Owner by managing, planning and prioritizing the support personnel within the function to ensure end users are receiving superior client and IT service within agreed upon service levels.  Additional responsibilities include leading and managing team operations governed by ITIL and ITSM processes and procedures and other duties as assigned.  The Supervisor of Service Management develops, implements, and enforces these processes and procedures to ensure consistent service and improved stability of the environment. 

Job Expectations:

• Directs staff to provide timely and accurate support services.  Manage support functions and coordinate with resources to ensure work is completed according to end user’s needs. Create and lead incident documentation quality assurance processes for application and infrastructure support to ensure customer communication and satisfaction is foremost with each interaction.

• Works with other leaders to implement strategies for technology support to meet demands of Fairview’s growth. Partner with leaders to develop and manage plans for execution. Guide team members to use Plan, Do, Check, Act (PDCA) process to ensure opportunities for efficiency and elimination of process waste are realized. 

• Drive workforce management to ensure adequate staff is on-duty at all times. Maintain on-call rotation schedule, on-call reporting/review and follow up.

• Manage priorities and apply demand management planning methodology to accurately forecast current and future staffing requirements.  Influence and implement a resource strategy based on business need, scope of work, cost, and skill requirements while ensuring compliance with organizational standards, practices and methodologies.

• Define, track, measure, and distribute KPI metric reports, models, status updates, statistics, and demonstrate team accountability for service level expectations.  Continually review operating procedures and measure support to ensure improved stability and high customer service.   Provide proper escalation to leadership for issues/problems as necessary. Coordinate all issues and escalations that arise for supported applications and technologies utilizing knowledge of organization's policies, procedures, and business operations.

• Develop and maintain an organization of accountable, collaborative, and engaged employees through effective hiring, coaching, performance/talent management processes as well as current with industry best practice. Facilitate individual monthly meetings with direct reports to ensure performance progressing towards organizational and personal performance goals as well as Fairview Commitments.

• Effectively lead team that ensures timely execution of project deliverables.  Provide oversight to ensure program/project adherence to analysis strategy, standards, policies, tools and procedures.  Collaborate with Technical Service Center, Field operations and Technical Operations Center to shore up processes around shared work, handoffs, exchange knowledge and other key opportunities to remove barriers to meeting customer needs.

• Proactively lead through organizational change to help employees transition from current state to future state to achieve the required business results.  Lead by example and model positive behaviors. Lend assistance to creation and maintenance of key guidelines related to formal team structure including out of office, transitioning/onboarding work internal and external to support, customer scripting, etc.

Organization Expectations, as applicable:

• Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served
• Partners with patient care giver in care/decision making.
• Communicates in a respective manner.
• Ensures a safe, secure environment.
• Individualizes plan of care to meet patient needs.
• Modifies clinical interventions based on population served.
• Provides patient education based on as assessment of learning needs of patient/care giver.
• Fulfills all organizational requirements
• Completes all required learning relevant to the role
• Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
• Fosters a culture of improvement, efficiency and innovative thinking.
• Performs other duties as assigned

Minimum Qualifications to Fulfill Job Responsibilities:

Credentials:  Designate licensure, registration and/or certification requirements.   Required credentials should be listed first.  If the position has more than one acceptable credential clearly explain this in the comments section.   

Required

Education

• Bachelor’s degree in a computer-related field, Computer Science or an equivalent combination of experience, education and training

Experience

• 3-5 years IT and Service Management experience in leading people, processes or projects in Application and/or Technical Service Delivery setting including one or more of the following Level 1, Level 2, Hospital and or Clinic site support
• Excellent oral, written, and interpersonal communication and presentation skills
• Ability to facilitate problem solving among groups with varying needs and priorities
• Excellent analytical skills
• Ability to multi-task and prioritize work
• Experience with an ITSM technology platform or support management product as it relates to incident, request, change, problem, and asset management including its underlying CMDB (Configuration Management Database). 
• Understanding of IT Service Management and experience with ITIL frameworks and process improvement competencies 
• Strong customer service skills

License/Certification/Registration

Preferred

Education

• Advanced Degree preferred

Experience

• 3 years direct supervisory or leadership experience in a fast growing Information Technology environment
• Experience with ServiceNow Platform

• Experience within the Healthcare Industry
• Experience in a large, complex organization

License/Certification/Registration

• ITIL Certification

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www..fairview.org/careers/benefits/noncontract

Salary : $97,302 - $137,363