ITSM Business Process Architect

:

Details

• Department: Technology Business Operations
• Schedule: Full time
• Location: Remote

Benefits

Paid time off (PTO) Various health insurance options & wellness plans Retirement benefits including employer match plans Long-term & short-term disability Employee assistance programs (EAP) Parental leave & adoption assistance Tuition reimbursement Ways to give back to your community

• Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: PRN, Short-Term Option, etc.). Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics.

Responsibilities

As a member of the Service Integration and Management team, the ITSM Business Process Architect plays a crucial role in our Service Management strategy and is responsible for enterprise SIAM/ITSM processes and capabilities. You will leverage your diverse career experience and partner with cross-functional SIAM/ITSM and technical professionals to continuously improve and deliver new solutions across the Ascension ITSM landscape. This position is responsible for SIAM's business process architecture and maturation. This role supports the itil process owners in the planning, design, development, implementation, operational sustainment, and continual improvement of IT Service Management (ITSM) and Service Management and Integration (SIAM) capabilities to optimize AT's service delivery efficiency and effectiveness for internal and 3rd party suppliers. Take your career to the next level at Ascension by delivering world class SIAM/ITSM process capabilities. Highly qualified candidates can work remotely in this position. Limited travel will be required.

Business Process Architect Role and Responsibilities

• Is the overall owner of the itil process management capabilities and defines the ITSM business process management vision, strategy, and roadmap supporting the various process owners
• Work closely with operations and the users to ensure the expected outcomes of the process management capabilities are being achieved
• Be the ITSM best practice expert for in scope process areas and supporting tooling and automations

• Has the ability and authority to deliver the strategic roadmap and the daily end-to-end SIAM/ITSM services in accordance with the overall plan.

• Establish and maintain the SIAM/ITSM business process architecture strategy and roadmap based on business, service and operational customers' needs and strategies. Develop business process strategy for ITSM Process Management capabilities (people, process, technology and data) based on a situational awareness of various business scenarios and motivations
• Provide direction and coaching for the work of SIAM/ITSM Process Owners and Analysts and mentor the organization on in scope services, concepts, policies and procedures, compliance and resolution/escalation of issues
• Identify strengths and areas for process management improvements, establishing links between business strategies and improvement initiatives
• Provide leadership and expertise throughout the design, redesign and improvement of the ITSM business process management capabilities
• Evaluate existing capabilities using interviews, workshops, document analysis, surveys, Kaizen Events, user scenarios, process maps, task and workflow analysis
• Perform root cause analysis and provide recommendations for process improvement across in scope SIAM/ITSM process and tool capabilities
• Identify and execute against medium to large-scale transformations of complex business processes
• Meet with business and technical leaders to identify and scope opportunities, outline potential value and ROI, and identify risks and constraints
• Act as mentor or coach to business stakeholders by providing training and guidance
• Align with process owner to analyze data for trends and recommend possible improvements/solutions
• Oversee capability improvement projects and ensure solutions are achieved on time, on budget and within scope
• Establish and build relationships with other ITSM (non-SIAM owned such as Event, Capacity and Availability) and other capability process owners, applicable tool owners and stakeholders to understand business objectives, data structure, and how process architecture will best support the enterprise and process specific objectives

• Facilitate communication and engage business and IT management to support ITSM process architecture efforts and value proposition
• Act as subject matter expert to support service design and service transition methodologies while engaging with strategic projects to ensure SIAM/ITSM can deliver required functionality within project timeframe
• As needed and in support of the process owner, improve process execution using automated means wherever possible and clearly document responsibilities and expectations of Process Owners or other stakeholders where manual maintenance is necessary
• Inform the day-to-day activities of the Process Architecture capability, including establishing priorities and work assignments
• Facilitate in-scope process annual maturity assessments
• Collaborate with ServiceNow platform management team to establish and support integration points and best practices for the ServiceNow platform
• Drives and facilitates discussions with business leaders to identify business capabilities in relation to current and future business objectives
• Creates and maintains business capability, data, process and technology inventories. Works with multiple capability and functional teams to gather and document the structure of the organization's business and technology landscape
• Advocates and drives adoption of best practices to ensure standardization of business architecture outputs across the enterprise.
• Participates in requests for information by working with vendors and internal teams to complete estimates for budget purposes including financial analysis return on investment justification.

Requirements

Education:

• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.
• 3 years of leadership or management experience preferred.

Additional Preferences

• Minimum 3 years of experience in a senior-level ITSM architect or strategic advisory role, including leading complex ITSM capability development and improvement initiatives
• Experience with enterprise service, process, or functional capability development, including conducting maturity assessments, developing roadmaps, and establishing governance
• Experience with technical service design, service catalog development, and establishing service and operating level agreements, including implementations and migrations
• Experience delivering measurable outcomes, performance consistency and reporting results to key process partners and stakeholders
• Demonstrate ability to measure and show value creation to the business through process efficiency, automation and ITSM process integration
• Experience with ServiceNow platform or similar ITSM platform capability
• ITIL v4 Foundation Certification required and preferred one or more Intermediate ITIL Certifications, ITIL Expert or ITIL Master Certification or equivalent experience and ability to gain certifications in appropriate timeline
• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required. BA or BS degree in IT, Information Systems, or Business preferred, MBA a plus
• 3 years of leadership or management experience preferred

#LI-Remote #Ascensiontechnologies

Why Join Our Team

When you join Ascension, you join a team of over 150,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster. As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension. Pay Non-Discrimination Notice Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

E-Verify Statement

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information. E-Verify