IT Service Management Change/Problem Assistant Director

About NYC Health + Hospitals

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

The Change and Problem Asst Director will provide management and production support for the EITS Change & Problem management group. Specifically, they need to be certified in an IT Service Management discipline or well-rounded in IT technologies and complex operating environments. The candidate will be a key member of the Service Management Office program implementation team and work closely development and production support groups. This position will work closely with the SMO program manager and other team members to manage, coordinate and participate in the design, implementation and day to day operations of Change and Problem management.

Duties & Responsibilities

• Adheres to IT Service management model and ITIL best practice Change & Problem Management Framework, in accordance with the goals and timing, set by business, EITS stakeholders, EITS Change/Problem Management.
• Go-Live initiatives, CAB & Problem Advisory Board meetings.
• Participate in the review and impact assessment of software/hardware upgrade releases.
• Manage scope, strategies, and risks and issues related to go-live implementation and escalate to stakeholders as appropriate.
• Track progress across multiple efforts and report status internally to all associated teams.
• Coordinate, support release deployments and Vendor/ Ancillary systems/applications
• Serve as expert on Change and Problem process, helping ensure that all changes are processed and documented in accordance with corporate policies ensuring compliance
• Service Now general usage, practical experience navigating the tool suite, exercising capabilities
• Training, coaching and day to day operations support of process and tool activities
• Support production Operations for Change & Problem management
• Support and assist Development and Infrastructure Services subject matter experts in the planning, coordination and processing of software releases and changes to IT infrastructure components.
• First and second level support for Change / Problem RCA request processing, follow ups of all life cycle activities
• Service Desk & Operations Center liaison, coordination activities, follow up for changes that cause service outages and participate in RCA
• Develop process and procedure documents to support development/productions operations

Minimum Qualifications

1. A Master’s degree from an accredited college or university in Healthcare, Hospital, Public or Business Administration, Industrial/Organizational Psychology, Organizational Behavior or a related discipline and three (3) years of full-time experience planning, developing and monitoring programs, systems and/or procedures in support of administrative management initiatives, one (1) year of which must have been in a responsible managerial or supervisory capacity; or

1. A Baccalaureate degree from an accredited college or university in disciplines, as listed in “1” above and four (4) years of full-time experience, as outlined in “1” above, two (2) years of which must have been in a responsible managerial or supervisory capacity; or

1. A satisfactory equivalent combination of education, training and/or experience.

Department Preferences

Certification(S)/NYS Licenses/Education:

• ITSM/ITIL proficiency

Knowledge, Skills, Abilities and other Requirements:

• Highly proficient with Microsoft Office applications
• Demonstrated experience using a ITSM suite of tools such as BMC Remedy, ServiceNow
• Microsoft suite of applications (Word, Excel, Power Point)
• ITSM suite Appls (ServiceNow , Remedy, other)
• IT Service Management
• Demonstrated operations experience

Other Preferred Skills:

• Self-starter, collaboration skills,
• Problem solver

Years of Experience:

• Minimum 10 years or more with demonstrated operational experience

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.