Job Description

Description

AdventHealth Information Technology

Location Address: Virtual, local to Central Florida

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Career Development
• Whole Person Wellbeing Resources
• Award-winning IT Department

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time, Monday - Friday

The role you'll contribute:

This position will be responsible for the day-to-day execution of Service Management processes. The ITSM SACM Analyst Intermediate role will work to ensure governance with SACM processes and maintain the quality of data in the Configuration Management Database (CDMB) to provide reliable data for other ITSM processes and organization.

The value you'll bring to the team:

• Adheres to the service management processes when executing the tasks associated with service design, service transition or service operations (e.g., change, event, problem, and incident).
• Acts as liaison between process owners, managers and users to validate process improvement opportunities.
• Ensures all parties understand ownership and accountability between service management supporting teams.
• Provides training on service management processes and tools.
• Stays current with emerging trends in service management, proposing and developing plans to further the function.
• Mentors other team members who may be less experienced in service management area in meeting various business needs.
• Assists in facilitating and promoting organizational change.
• Acts as SME with teams to design test plans and functional test cases.
• Coordinates appropriate testing with end users.
• Identifies and documents risks, issues and works with teams to develop mitigation strategies.
• Audit and maintain all relevant Service Management documentation.
• Provide management reports summarizing process compliance.
• Collaborate with peers in key process areas (e.g., change, event, problem, and incident).
• Continual Service Improvement (CSI).
• Enable and support the SACM process with focus on data integrity and accuracy
• Assist in the development of ROI calculation to show value of SACM (ITAM) for Hardware rationalization, SAM reconciliation, and security policies
• Own and maintain the accuracy of the Configuration Management Database (CMDB)
• Report on Critical Success Factors (CSF) & Key Performance Indicators (KPIs)
• Maintain Service Levels set by the organization in support of SACM processes and the IT Service Management tool
• Provide education and training when needed on the IT Service Management tool and SACM processes
• Work with the ITSM Development team to validate upgrades and patches for discovery tools
• Liaise with networking, EUCs, IT equipment purchasing and IT leadership to help enable the use of the CMDB and processes associated with SACM

Qualifications

The expertise and experiences you'll need to succeed:

• Bachelor's degree in Computer Science, MIS, or BSIT or relevant experience
• ITIL V3 Foundation Certification
• ITIL V3 Intermediate RCV Certification

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.