CareOregon
IS Service Quality Manager
CareOregon, Houston, Texas, United States, 77246
Career Opportunities: IS Service Quality Manager (24530)Requisition ID
24530
- Posted
08/16/2024
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CareOregon
-
Full Time - Permanent
-
Portland
-
Multi Location (9)
Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.
Job Summary
The Service Quality Manager plays a critical role in ensuring the timely and high-quality delivery of Information Services & Business Intelligence (ISBI) services. This role leads a team focused on assessing and improving internal ISBI processes and efficiency, developing metrics and reporting, and implementing tools to support these goals. This position involves managing and leading a team responsible for ServiceNow implementation, maintenance, and support. The Service Quality Manager collaborates closely with internal stakeholders, clients, and technical teams to align services with business needs and expectations.
Essential Responsibilities
Service QualityUsing ITIL as a framework, collaborate with ISBI leadership to identify and address areas of ISBI process improvement.Work collaboratively with other teams within ISBI to provide expertise, support, and capacity to solve larger cross team challenges.Identify business and systems requirements for new service management technologies.Establish and produce consolidated ISBI performance metrics.Develop and maintain strong relationships with stakeholders in other business units.Identify, recommend, and establish ITIL process owners.ServiceNow Platform ManagementEnsure the creation and maintenance of an agile, streamlined, scalable, and optimized ServiceNow platform.Participate in the creation of the strategic vision for ServiceNow within the organization.Champion the use of ServiceNow throughout the organization.Oversee day-to-day administration and operation of the ServiceNow platform.Facilitate daily stand-up meetings and sprint reviews.Establish and monitor adherence to platform design, maintenance, and administration best practices.LeadershipDevelops, monitors, and reports on KPIs, metrics and SLAs across the team.Ensures compliance with internal auditing and federal regulations.Promotes ISBI programs and staff achievements across the organization.Develop resource and capacity plans for team's direction and roadmaps.Plans, organizes, manages, and monitors work projects.Experience and/or EducationRequiredMinimum 7 years' relevant experience, including at least (3) years leading information services teams, and at least (1) year experience in ServiceNow development, architecture, or platform management.Preferred:Bachelor's degree in Information Services, or technology related field.Minimum 2 years' experience in a supervisory position.Experience working in health care payer/managed care organizations.Knowledge, Skills and Abilities RequiredWorking knowledge of ServiceNow platform development processes and programming languages.Strong understanding of service management and associated tools.Familiarity with Agile development processes.Working ConditionsWork Environment(s): Indoor/Office, Community Facilities/Security, Outdoor ExposureMember/Patient Facing: NoHazards: May include physical and ergonomic hazards.Equipment: General office equipmentTravel: May include occasional required or optional travel.
Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.Veterans are strongly encouraged to apply.We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.Visa sponsorship is not available at this time.
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24530
- Posted
08/16/2024
-
CareOregon
-
Full Time - Permanent
-
Portland
-
Multi Location (9)
Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.
Job Summary
The Service Quality Manager plays a critical role in ensuring the timely and high-quality delivery of Information Services & Business Intelligence (ISBI) services. This role leads a team focused on assessing and improving internal ISBI processes and efficiency, developing metrics and reporting, and implementing tools to support these goals. This position involves managing and leading a team responsible for ServiceNow implementation, maintenance, and support. The Service Quality Manager collaborates closely with internal stakeholders, clients, and technical teams to align services with business needs and expectations.
Essential Responsibilities
Service QualityUsing ITIL as a framework, collaborate with ISBI leadership to identify and address areas of ISBI process improvement.Work collaboratively with other teams within ISBI to provide expertise, support, and capacity to solve larger cross team challenges.Identify business and systems requirements for new service management technologies.Establish and produce consolidated ISBI performance metrics.Develop and maintain strong relationships with stakeholders in other business units.Identify, recommend, and establish ITIL process owners.ServiceNow Platform ManagementEnsure the creation and maintenance of an agile, streamlined, scalable, and optimized ServiceNow platform.Participate in the creation of the strategic vision for ServiceNow within the organization.Champion the use of ServiceNow throughout the organization.Oversee day-to-day administration and operation of the ServiceNow platform.Facilitate daily stand-up meetings and sprint reviews.Establish and monitor adherence to platform design, maintenance, and administration best practices.LeadershipDevelops, monitors, and reports on KPIs, metrics and SLAs across the team.Ensures compliance with internal auditing and federal regulations.Promotes ISBI programs and staff achievements across the organization.Develop resource and capacity plans for team's direction and roadmaps.Plans, organizes, manages, and monitors work projects.Experience and/or EducationRequiredMinimum 7 years' relevant experience, including at least (3) years leading information services teams, and at least (1) year experience in ServiceNow development, architecture, or platform management.Preferred:Bachelor's degree in Information Services, or technology related field.Minimum 2 years' experience in a supervisory position.Experience working in health care payer/managed care organizations.Knowledge, Skills and Abilities RequiredWorking knowledge of ServiceNow platform development processes and programming languages.Strong understanding of service management and associated tools.Familiarity with Agile development processes.Working ConditionsWork Environment(s): Indoor/Office, Community Facilities/Security, Outdoor ExposureMember/Patient Facing: NoHazards: May include physical and ergonomic hazards.Equipment: General office equipmentTravel: May include occasional required or optional travel.
Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.Veterans are strongly encouraged to apply.We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.Visa sponsorship is not available at this time.
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