IT Communications Specialist

The IT Communications Specialist is responsible for the overall coordination of one or more of the Service Management processes, measuring the performance and compliance to targeted service levels ensuring the quality and availability of critical OU Health IT services.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Monitoring and ensuring adherence to OU Health Service Management processes

• Participation in the continued enablement of core Service Management processes on OU Health supporting systems

• Monitoring the complete logging, prioritization, response and tracking of all IT service requests, interruptions or changes

• Working with OU Health's other core service managers and their respective processes

• Ensure the provision of process performance reporting

• Assist in the identification and management of Major Incidents or Changes affecting critical OU Health services or impacting patient safety

• Attend and monitor OU Health Operations Huddle

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications for Level I:

Education Requirements

• Bachelor's Degree required.

Experience Requirements

• 0-3 years of experience working in an IT Service Management environment required.

• Experience working as a fulfiller on a ServiceNow platform and in supporting IT services within a healthcare environment preferred.

License/Certification/Registration Requirements

• Current version of ITIL Certification required within 1 year of hire

Minimum Qualifications for Level II:

Education Requirements:Bachelor's Degree required.

Experience Requirements:

• 3-5 years of experience working in IT Service Management, managing, measuring and reporting on ITIL service management processes on a ServiceNow platform.

• Experience in implementing and maturing ITIL processes preferred. Prior healthcare experience preferred.

License/Certification/Registration Requirements:

• Current version of ITIL Certification required.

• One or more ITIL Practice Manager certifications preferred.

Minimum Qualifications for Level III:

Education Requirements:Bachelor's degree required.

Experience Requirements:

• 5 or more years of experience coordinating, mentoring and leading IT Service Management practices required.

• Experience in leading services in a healthcare environment preferred.

• Experience developing, implementing and measuring strategic organizational Service Management goals across an organization preferred.

License/Certification/Registration Requirements

• Current version of ITIL Certification and at least 2 ITIL Practice Manager Certifications required.

• ITIL Master Certification required within 24 months of hire required.

• Certification as ITIL Practice Manager and ITIL Managing Professional preferred.

Knowledge/Skills/Abilities

Knowledge/Skills/Abilities Required:

• Demonstrated knowledge and familiarity of ITIL service management processes enabled on an automated ticketing system

• Knowledge of the working with ITIL processes

• Ability and desire to absorb the experience and knowledge of more experienced Service Managers.

• Ability to shift priorities and manage change with a positive outcome

• Provide outstanding client service, meet high quality standards for services and meet or exceed client expectations. Proactive in seeking innovative ways in which to help others

• Strong reactive problem-solving and resolution skills, takes initiative and uses good judgment, excellent follow-up skills

• Ability to establish and maintain effective working relationships with all levels of the ETS organization and collaborate well in a team

• Excellent interpersonal and communication skills (oral and written), professional demeanor and presentation

• High attention to detail, outstanding organizational skills and the ability to manage time effectively

• Requires the ability to assist and participate under pressure to meet strict deadlines, effectively prioritize multiple tasks

• Recognize confidential, sensitive, and proprietary information and maintain such information as confidential