IT Process Engineer

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

• Define, implement, and drive adoption of the assigned process. Collaborate with peers to ensure smooth inputs/outputs and transitions with other processes.   
• Develops organizational policies, standards, and guidelines for assigned processes. Reviews them regularly for effectiveness and efficiency. 
• Manages and ensures adoption and adherence to policies, standards, and regulatory requirements involving knowledge of technical processes, tools and techniques. Identifies, assesses and communicates associated risks.
• Performs process maturity assessments against associated ITIL/ITSM best practices. Drive ongoing process maturity through regular reviews of the process and tools, trend analysis and through regular engagement with stakeholders. 
• Assess metrics and trends to identify repeatable issues or requests and perform continuous process improvement activities to ultimately improve customer satisfaction experience.
• Prioritize improvements through regular engagement with stakeholders.
• Leads and plans process improvement activities to analyze processes; identify alternative solutions, assess feasibility, and recommend solutions which exploit new technologies, automation and best-practice approaches to process management. 
• Creates the measurement framework and aligns measurement objectives with business objectives.  Provide executive reports summarizing process compliance and consistency across all user groups. 
• Works on a diverse range of critical and complex problems of significant scope, where analysis of situations or data requires evaluation of a variety of factors, an in-depth understanding of current business and technological trends, and organizational objectives.
• Ensures training on service management processes and tools is published and reviewed by support teams
• Manage the release of new features which may include developing test plans, execution of test plans, facilitating with end user for end user acceptance testing. 
• Remote eligible.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

• Requires a bachelor's degree in Computer Science, Technology, Medical, Business discipline or equivalent experience.
• Requires 10 or more years of experience in a technical environment.
• Must have a minimum of five years of experience applying ITIL framework within an ITSM environment.
• Prefer experience in a healthcare or hospital/medical related industry.
• Experience working with project life cycle and project management methodologies is preferred.
• Advanced oral and written communication skills are required. This includes the ability to present highly technical concepts, solutions, and issues in a manner business managers can leverage to support their business operations.
• Strong analytical and complex problem-solving skills and systems thinking abilities to recommend solutions.
• Must have outstanding interpersonal skills such as providing constructive feedback, meeting facilitation, interviewing, training and delivering oral and written reports.
• Experience in process improvement; Lean Six Sigma principles and/or process management preferred.