IHT Process Manager na St. Luke's Health System

St. Luke’s Health System is seeking an IHT Process Manager to join our Enterprise Service Management (ESM) team.

The IHT Process Manager is responsible for the operational ownership and execution of Enterprise Service Management (ESM), IT Service Management (ITSM) processes based on the Information Technology Infrastructure Library (ITIL) framework, and other IT industry processes. This role ensures that processes are effectively designed, implemented, and maintained to support organizational goals. The IHT Process Manager collaborates with stakeholders, develops process documentation and training, monitors performance metrics, and drives adoption and efficiency across the enterprise.

 Duties/Responsibilities:

• Responsible for the management and operation of one or more Enterprise ITSM, ITIL, or IT industry processes, managing their full lifecycle and functionality (e.g., Incident, Problem, Change, Configuration, Service Request, etc.). 

• Ensures process compliance and alignment with organizational best practice, policies and standards.

• Collaborates with stakeholders to gather requirements and ensure process effectiveness.

• Develops and delivers training materials and communicates to process users. 

• Maintains process documentation including workflows, procedures, and use cases.  

• Monitors process performance using KPIs and dashboards; identifies and addresses deviations. 

• Supports process governance activities and participates in process review meetings. 

• Identifies and implements incremental process improvements. 

• Supports and manages process-related risks and issues escalating based on organizational impact. 

• Works with technology platform administrators to ensure technology alignment with process needs. 

• Provides guidance and mentorship to junior team members.  

• Performs other duties as assigned

Minimum Qualifications:

• Education: Bachelor’s degree or experience in lieu of degree
• Experience: 4 years’ relevant experience
• Licenses/Certifications: None

Preferred Qualifications:

• ServiceNow experience is a plus
• Strong knowledge of IT Service Management software and processes

At St. Luke’s, caring for people in the communities we serve is our mission – and this includes our own SLHS team. We offer a robust benefits package to support our teams both professionally and personally. In addition to a competitive salary and retirement plans, we ensure our team feels supported in their benefits beyond the typical medical, dental, and vision offerings. We care about you and have fantastic financial and physical wellness options, such as: on-site massages, on-site counseling via our Employee Assistance Program, access to the Personify Health Wellness tool, as well as other formal training and career development offerings to ensure you are meeting your career goals.

St. Luke’s is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status or condition protected by law.

*Please note: this posting is not reflective of all job duties and responsibilities and is intended to provide an overview to job seekers.