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The Process Owner manages a team of analysts to design, execute, manage, and improve one or a combination of the following Information Technology (IT)
Process areas: Request Management, Incident Management, Change Management, Knowledge Management, Problem Management, Configuration Management, Asset Management, Reporting, other critical IT processes, and supporting technology. He/she is responsible for managing the processes in these areas and working with internal and external service providers to insure these processes are being followed and improved. This position is the Product Owner of the technology used and required to support these process areas. This position is responsible for setting and meeting KPI targets in the designated areas.
WHAT IS EXPECTED (ESSENTIAL FUNCTIONS)
Maintain proper staffing levels, allocate resources, provide ongoing two-way feedback, develop and execute staff development plans, and evaluates individual performance; conducts personnel actions such as promotions, transfers, and status changes Leverage the ITIL framework in the creation, deployment, ongoing monitoring, measurement, and improvement of one or a combination of Information Technology Service Management (ITSM) processes
Promote consistency and operational efficiency across the Information Systems (IS) organization including leading the concept definition, strategy, analysis, design and deployment and ongoing management of assigned processes Gather and analyze data and provide reports and dashboards to IS leadership and executive staff; create and validate data integrity on standardized report offerings Review implemented processes on a regular basis and initiate improvement efforts accordingly
Maintain process documentation Manage process and technology enhancement priorities and backlog Lead cross-functional initiatives to implement new processes and provide input into the ITSM roadmap Mentor/coach other
Process Managers across the organization Define, measure and monitor KPIs specific to the assigned processes Organize/facilitate ITSM governance committee meetings
Perform other position appropriate duties as required in a competent, professional and courteous manner
KNOWLEDGE, SKILLS AND ABILITIES
Master’s Degree preferred Prior experience in Service Management, ITIL or Service Now required Experience with the Systems Development Life Cycle (SDLC) desired Prior project experience developing project plans, ensuring that milestones are met and the end product meets customer expectations Prior experience in data/statistical analysis of KPIs or other metrics required Strong business acumen desired, with prior operations experience preferred Knowledge of IT/IS process acumen & improvement techniques Demonstrated service approach to IT ITIL, Lean, Six Sigma certifications are highly desirable Proficient in Microsoft Office including MS Visio Strong organizational change management skills Strong collaboration and team building skills Strong facilitation skills Strong verbal and written communication skills
Location/Facility: Dallas, TX
For more information on the facility, please click our Locations link.
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!