As an Incident Manager within the SIAM (service integration and management) organization, you will provide incident governance oversight of the complex internal and external multi-service provider landscape. You will collaborate with cross-functional support leaders and Ascension Technologies leadership to ensure a seamless incident management service is provided while also continually improving the service.

What You Will Do
 

Responsibilities:

• Governs the incident management process end-to-end in a multi-provider environment with internal and external service delivery teams
• Designs process to ensure issues are resolved as quickly as possible and issues are routed to potential resolvers correctly the first time
• Uses common terminology and standards for incident classification and priority levels across providers
• When incidents are required to be transferred between service providers (internal/external), ensures that the process is optimized to avoid unnecessary delays in overall incident resolution
• Tracks and reports progress for all Major Incidents
• Ensures process integrates effectively and efficiently with other existing business and IT processes
• Oversees efforts to build organizational understanding of process (e.g., purpose, outcomes, expected impact, rationale and need)
• Develops, implements and monitors metrics for process effectiveness and efficiency, ensuring smooth integration between all key stakeholder groups at a process, people and tool level
• Continuously analyzes process to determine gaps and identifies solutions to close said gaps
• Evaluates and addresses the financial, cultural, technological, organizational and people issues that may need to be addressed as a result of a proposed process change
• Fosters productive partnerships with internal service delivery teams and MSPs to ensure that the incident management process is adhered to and meets Ascension’s explicit and implicit expectations
• Reports and presents results and findings, as well as actionable recommendations to senior leadership
• Maintains a broad understanding of various technologies utilized in Ascension Technologies’ environment inclusive of infrastructure and applications
• Mentors, defines and coordinates day-to-day responsibilities for junior staff reporting to this function

Leadership/Interpersonal Skills

• Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts
• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
• Facilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate
• Embraces change and is not limited to past or current thinking; willing to try new methods
• Considers novel ideas and thinks outside the box
• Does not equate busy with effective and places a higher value on initiatives with potential for a greater impact and return
• Adjusts and modifies approach based on circumstances
• Builds trust upstream (e.g., IT governance) and downstream (e.g., service providers)
• Instills a sense of urgency in driving to completion; escalates issues as needed with MSPs, vendors, internal IT teams and senior leadership
• Builds effective relationships with partners and vendors to understand and commit to Ascension’s organizational goals; fosters goodwill and collaboration amongst teams and leads by example

What You Will Need
 

Education:

• High school diploma/GED with 5 years of experience, or Associate's degree, or Bachelor's degree required.
• BS in Computer science, engineering or related field or an equivalent combination of education and/or experience
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Work Experience:

• 2 years of experience as an Incident Manager required, covering regular and major incident management
• Prior experience in governing an incident management process in a multi-vendor environment
• 2 years of leadership or management experience preferred
• 5+ years of experience with IT service delivery management in a multi-vendor, large complex environment
• Demonstrated ability to translate ITIL principles into practice
• ITIL certification higher than foundation level (e.g., intermediate, expert, master) is preferred
• Healthcare provider industry experience is preferred

Why Join Our Team
 

Ascension is a faith-based healthcare organization dedicated to transformation through innovation across the continuum of care. As one of the leading non-profit and Catholic health systems in the U.S., Ascension is committed to delivering compassionate, personalized care to all. In FY2020, Ascension provided $2.4 billion in care of persons living in poverty and other community benefit programs. Ascension includes more than 160,000 associates and 40,000 aligned providers across a national network of ministries. We offer rewarding careers across more than 2,600 sites of care – including 146 hospitals and more than 50 senior living facilities – in 19 states and the District of Columbia.

Equal Employment Opportunity Employer
 

Ascension Technologies is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status. For further information regarding your EEO rights, click on the following link to the “EEO is the Law” poster:

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

EEO is the Law Poster Supplement

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.