Supervisor, Service Management

Thanks for your interest in Children's Mercy
Do you envision finding a meaningful role with an inclusive and compassionate team? At Children's Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

Children's Mercy is in the heart of Kansas City – a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children's health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

Overview
The Service Management Supervisor is an expert in the IT Infrastructure Library (ITIL) and responsible for IT Service Management (ITSM) processes and services that interface with core IT Infrastructure processes, such as Problem, Change, Request, Incident, Major Incident, Service Level and Knowledge Management. The Service Management Supervisor ensures the portfolio of ServiceNow services and workflows drive improvements in efficiency, effectiveness, and quality of the Service Management tool. The Supervisor is responsible for the day-to-day operations of the Service Management Analyst team, ensuring team member performance quality, managing escalations, and eliminating roadblocks.
The ideal candidate will have strong supervisory and ServiceNow experience.
Incumbent must within daily driving distance of the main campus in KCMO.
# LI-DNI
At Children's Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Additionally, it's important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children's Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

• Oversee and manage the implementation and maintenance of ITSM processes, such as incident management, problem management, change management, and knowledge.
• Define and support projects, integrations, implementations and modifications of functionality or processes impacting the ServiceNow platform.
• Develop and implement training for IT staff to ensure they have the skills needed to effectively manage IT services.
• Foster collaboration between IT teams and other departments within the organization to gain insight on business needs and achieve shared objectives.

Qualifications

• Bachelor's Degree and 3-5 years' experience. Experience with Information Systems competencies, healthcare, and leading a team are preferred. OR
• Associate's Degree and 5-7 years' experience may be accepted in lieu of a Bachelor's degree. OR

• High School diploma or equivalent and 7 or more years' experience may be accepted in lieu of a Bachelor's degree.

• ITIL Foundation certification Required 180 Days

• ServiceNow Certified System Administrator Preferred 1 Year
• ITIL Practice Manager Preferred

Benefits At Children's Mercy
The benefits plans at Children's Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Learn More About Children's Mercy Benefits.
Starting Pay
Our pay ranges are market competitive. The pay range for this job begins at $48.12/hr, but your salaried offer will be determined based upon your education and experience.

EEO Employer/Disabled/Vet
Children's Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation are all factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children's Mercy is smoke and tobacco free.

CM is committed to creating a workforce that supports the diverse backgrounds of our patients and families. We know that our greatest strengths come from the people who make up our team, so we hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, and beliefs.