IT Service Management Specialist

1 week ago

Pensacola, Florida, United States ZOLL Medical Full time

ZOLL MEDICAL CORP
IT Service Management Specialist

SALT LAKE CITY ,

Utah

Apply Now

At ZOLL, we're passionate about improving patient outcomes and helping save lives.
We provide innovative technologies that make a meaningful difference in people's lives.

Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

Job SummaryThe ITSM Specialist focusing on Incident, Problem, and Change is responsible for the ownership and management of these processes and its functions as well as the deployment and evangelization of its related processes.

In this position, you will be leading major incident calls, conducting problem management meetings, managing organizational change, driving process and policy adaption within the team and across business units.

This position is responsible for the training, performance tracking, and reporting of these processes.

This person will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.

Essential Functions*Manage, report, and communicate on the global performance of owned processes*Partner with other leaders across the organization and champion the day-to-day operation of the lifecycle of Incident, Problem and Change Management*Manage documentation*Leading Change Request Review meetings*Developing change management plans for change initiatives*Evaluating the impact of planned changes*Leading identifying risks and developing risk mitigation tactics*Supporting development of communications relevant to change initiatives*Track and monitor of changes*Provide coaching and training to employees at all levels*Define success metrics and measuring performance against these*Develop and publish a Change Management SOP and maintain all change documentation (policies, procedures, templates, etc.)*Responsible for managing the lifecycle of all changes, with the primary responsibility of enabling beneficial changes to be made with minimal disruption to the business*Coordinate and facilitate the Change Management process across organizations*Responsible for review, approvals, categorize, prioritize, change requests*Prepare and run CAB meeting agenda and capture issues and suggestions*Create, publish, and circulate the Change calendar*Educate the Business and IT on the Change Management process*Produce metrics and report on Change Management activities*Develop, coordinate, and perform post change review of scheduled changes for all RFCs and maintenance efforts*Conduct or facilitate Post Implementation Reviews (PIRs) after the implementation of changes*Manage major incidents including - incident and risk assessment, co-ordinations across global cross-function groups*Effectively prioritize incidents and impacts to business*Manage and coordinate urgent and complicated support issues*Act as escalation point for all Major Incidents*Ability to coordinate and drive technical bridges during a Major Incident calls and lead teams towards quick mitigation, work-around, or resolution*Provide clear, effective, and meaningful communication to all appropriate levels of leadership and stakeholders, ensuring status updates are delivered in a timely and accurate manner*Establish governance processes to measure, report, and improve Major Incident processes and outcomes*Develop and publish an Incident and Problem Management SOP and maintain all related documentation (policies, procedures, templates, etc.)*Manage support for incident management tools, systems, procedures, and processes*Coordinate interfaces between incident management and other service management processes*Coordinate actions of others as necessary to assist with analysis and..

For full info follow application link.

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