Job Type
Full-time
Description
Oversee and facilitate the efficient execution and escalation of service requests and incidents across departments, ensuring timely resolution and alignment with organizational objectives. This position plays a critical role in facilitating clear communication between internal teams and business units. The individual will establish strong relationships with internal customers, ensure alignment on priorities, and lead cross-functional collaboration across remote teams.
* Coordinate internal resources and third parties/vendors for the flawless execution of tasks, related tickets and projects.
* Manage IT Operations weekly ticket iterations utilizing Jira Service Management Software within Agile SCRUM methodology; manage backlog queue, escalation and priority.
* Ensure that all elements are delivered on-time and within SLA timeframes.
* Responsible to manage tickets and related projects from concept to delivery; identify gaps and ensure fluent end-to-end process.
* Help define goals and deliverables that align with Company objectives.
* Monitor, analyze and report on tickets progress, problems and solutions; create and present to stakeholders reports on statistics, volume, trends and progress.
* Coordinate with internal customers to establish priorities.
* Effectively communicate business priorities to the development team; handle post-delivery validation of business related tickets.
* Support and direct team within various segments of the organization.
* Establish and maintain relationships with internal customers and ensure communication on any major issues and resolutions.
* Create and maintain comprehensive documentation; document training materials where needed.
* Implement processes to manage change when necessary to meet desired outputs; continuously assess business operation needs; refine policy, procedures and documentation as needed.
* Evaluate and assess result of ticket resolutions, share knowledge with IT OPS Team and build knowledge base.
* Perform and participate in the analysis, design and implementation of business and systems processes and procedures following appropriate standards.
* Evaluate, assess and analyze the data necessary to provide solutions to the clients particular business/technical needs.
* Work closely and in collaboration with teams in remote locations to support clients needs.
* Attend conferences and training as required to maintain proficiency.
* Perform other related duties as assigned.
Requirements
* Minimum of 2 years of Service Management role
* Knowledge of JIRA & ServiceNow and MS SharePoint preferred
* Knowledge of Scrum/Agile preferred
* Healthcare experience preferred
Salary Description
$70,000.00 - $85,000.00
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