At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

Job Summary

The ITSM Specialist focusing on Incident, Problem, and Change is responsible for the ownership and management of these processes and its functions as well as the deployment and evangelization of its related processes.

In this position, you will be leading major incident calls, conducting problem management meetings, managing organizational change, driving process and policy adaption within the team and across business units.

This position is responsible for the training, performance tracking, and reporting of these processes. This person will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.

Essential Functions

Manage, report, and communicate on the global performance of owned processes

Partner with other leaders across the organization and champion the day-to-day operation of the lifecycle of Incident, Problem and Change Management

Manage documentation

Leading Change Request Review meetings

Developing change management plans for change initiatives

Evaluating the impact of planned changes

Leading identifying risks and developing risk mitigation tactics

Supporting development of communications relevant to change initiatives

Track and monitor of changes

Provide coaching and training to employees at all levels

Define success metrics and measuring performance against these

Responsible for managing the lifecycle of all changes, with the primary responsibility of enabling beneficial changes to be made with minimal disruption to the business

Coordinate and facilitate the Change Management process across organizations

Responsible for review, approvals, categorize, prioritize, change requests

Prepare and run CAB meeting agenda and capture issues and suggestions

Create, publish, and circulate the Change calendar

Educate the Business and IT on the Change Management process

Produce metrics and report on Change Management activities

Develop, coordinate, and perform post change review of scheduled changes for all RFCs and maintenance efforts

Conduct or facilitate Post Implementation Reviews (PIRs) after the implementation of changes

Manage major incidents including incident and risk assessment, co-ordinations across global cross-function groups

Effectively prioritize incidents and impacts to business

Manage and coordinate urgent and complicated support issues

Act as escalation point for all Major Incidents

Ability to coordinate and drive technical bridges during a Major Incident calls and lead teams towards quick mitigation, work-around, or resolution

Provide clear, effective, and meaningful communication to all appropriate levels of leadership and stakeholders, ensuring status updates are delivered in a timely and accurate manner

Establish governance processes to measure, report, and improve Major Incident processes and outcomes

Develop and publish an Incident and Problem Management SOP and maintain all related documentation (policies, procedures, templates, etc.)

Manage support for incident management tools, systems, procedures, and processes

Coordinate interfaces between incident management and other service management processes

Coordinate actions of others as necessary to assist with analysis and resolution actions for problems and known errors

End to end responsibility for the management, communication, escalation, investigation and resolution of critical incidents, ensuring updates are timely and of sufficient quality, arranging discussions and updates as required

Identify trends and root cause analysis for complex companywide problems and communicate, influence, and implement system fixes / improvements to enhance business efficiency and client experience

Ensure that problems, critical incidents, and planned / proactive tasks are correctly prioritized

Conduct Critical Incident Reviews, RCAs, and present findings to the management

Prepare Incident and Problem management reporting

Oversee continual performance of the global Problem Management

Lead efforts in providing consistent problem management standard and ensuring adoption and compliance

Ensure the standards and processes are globally consistent across the organization

Assist in writing, reviewing, and enhancing problem documentation

Lead postmortem meetings and creation of RCA documentation with required data collection

Responsible for root cause analysis of all Major Incidents and driving resolution efforts to minimize repeat incidents

Working with line managers to define and identify risks, problems, and resolutions.

Drive teams and / or stakeholders to remediate the issue(s) identified (continuous service improvement)

Act as escalation point for Problem Management

Establish governance processes to measure, report, and minimize repeat Problems

Coordinate Problem reviews with Global IT teams.

Required / Preferred Education and Experience

Bachelor's Degree or equivalent work experience

required

5 years of relevant work experience in Information Technology with at least three years of experience in a Service Management team required

Experience managing and utilizing ServiceNow preferred

5 years of relevant ITIL experience preferred

Experience working with Infrastructure and Application teams during critical issues preferred

ITIL V3 foundation or higher certification preferred

Knowledge, Skills and Abilities

Proven experience in Incident, Problem, and Change management

Able to clearly articulate understanding of Incident Problem, Change Management processes

Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools, and techniques

Strong background of ITIL framework

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit.

Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

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remote

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Last updated : 2024-05-08