Job summary:

Job description:

Interview Type: Skype *** Very long term project; initial PO for 1 year, expect to go for 4+ years *** Remote 

NCDHHS is in the process of creating stronger alignment between IT and our business units. We are making a concerted effort to improve our service delivery, customer satisfaction all while creating a stable service environment to support our large transformation effort. If you are up for a challenge and willing to work in a fast paced, evolving environment and use an iterative method and flexible approach to enable rapid delivery of Service Delivery model. If you are prepared to take risks and be willing to learn from mistakes and appreciate the importance of agile delivery then this is the role for you! The ideal candidate is an exceptional leader and change agent, with a strong understanding of Organization Change Management (OCM) concepts, tools, and an appreciation for the necessity to include OCM in an organization transition to an ITIL based environment.  This position will collaborate across the organization and help bring disparate teams together into a more cohesive unit operating with consistent service support processes and practices.

This newly formed Medicaid Enterprise Systems (MES) IT Product Portfolio leverages ServiceNow, however our expectation for process leads is tool agnostic. Strong ITIL process expertise is recommended.

The Lead is responsible to establish and improve ITDs IT Service Delivery in a blended Agile and Waterfall context, working with internal IT teams to deliver world class IT services on an enterprise scale. The Lead is expected to be an expert in ITIL, 

The Lead will be working closely with various process owners and managers to improve the performance of processes to include but not limited to Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management. The Lead will also promote service ownership by establishing a Service Catalog along with a solid Service Portfolio Management process.

Engaged and proactive champion for IT operations and service management solutions, driving continuous improvement of IT services and products through Operational Reviews, enablement, and advocacy for ITIL best practices; oversees delivery of IT services through the ServiceNow platform Business Partner, skilled in stakeholder management and connecting service delivery solutions with business challenges; someone with a strong technology background and business acumen to maintain alignment between stakeholders and IT in day to day operations

IT Operations, Continuous Improvement Implement policies and processes for the monitoring, measurement, reporting and continuous improvement of service and component availability; provides consulting services to Senior Management related to the alignment of business needs

Platform and Tool Governance ongoing optimization, rationalization, and maturity of ITSM tools (ServiceNow platform) under the Service Management umbrella.

Being accountable for service management, this position will be responsible for making sure that end to end digital services are being seamlessly delivered to the clients / end users of Medicaid IT solutions. Some of the key responsibilities will be rectifying reliability issues, monitoring progress, tracking KPIs, and end users satisfactions. The Lead will be the key influencer of all digital process, if not the author.

The Lead is expected to identify customer issues and needs by maintaining an excellent relationship with end users and stakeholders. This position will embrace both administrative and technical roles, are best suited for skilled and hard working individuals who possess splendid leadership and interpersonal skills, and who are passionate about delivering end to end customer driven solutions.

• Be responsible for building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments across the MES Product Portfolio and PMO.
• Define, govern, and enhance IT process methodologies, policies, and practices. Ensure adherence and adoption of ITIL based practices, including processes for continuous improvement, governance, and compliance.
• Monitor ITSM processes to ensure efficiencies and identify areas of inefficiencies where platform adjustments or changes needs to be made.
• Develop, measure, and analyze Critical Success Factors (CSF) and Key Performance Indicators (KPI)
• Design and generate metric reports and digital service dashboards for leadership and key stakeholders.
• Sound working knowledge in championing Change Management (CAB), ServiceNow mapping to service management processes.

Job Responsibilities include:

• Develop and maintain an ITIL Transformation road map
• Lead and/or co-chair governance groups
• Design, implement, manage, and continuously improve core ITIL processes across all stakeholders
• Communicate and champion ITIL and process improvement initiatives within the IT division and across the company
• Identify roles and responsibilities to support processes
• Identify and implement necessary service support tools including ServiceNow platform(s) in support of the process automation
• Provide leadership teams with tactical and strategic recommendations based on process KPIs
• Develop, implement, and manage process compliance
• Audit documentation of core processes to insure cross-process continuity, alignment with continuous improvement roadmap
• Mentor other process managers across the Product Portfolio/PMO
• Create all Service management reports for distribution to Management
• Provide necessary training and support 

Education requirements:

• Bachelors degree or equivalent experience.

Minimum Experience, Skills and Ability requirements:

• 5 years working experience in managing and mapping IT service management processes in a multi-vendor environment.
• Sound working knowledge in IT Infrastructure Libraries (ITIL).
• Sound working knowledge in championing Change Management (CAB), ServiceNow mapping to service management processes.
• Strong oral, written, and presentation skills.
• Strong project management principles and processes.
• Strong teamwork skills and attention to detail.
• Strong knowledge of Microsoft Office Apps.
• Exceptional customer-facing skill.
• Fluent in English reading/writing/communication.

Licenses/Certifications Preferred:

• ITIL Certifications (Intermediate, Expert, or Master).

Required skills:

• Knowledge of Enterprise IT Systems, system integration principles, and associated program, project, and program quality management best practices. 7 Years
• Knowledge of PMI processes, methodology and standards 7 Years
• Knowledge of planning, design and implementation of an ITIL-based IT Service Delivery organization including the policy, framework and procedures 7 Years
• Demonstrated ability to manage multiple priorities and projects, function in a fast-paced moving constantly changing, deadline driven environment 7 Years
• Proficient use of Microsoft Project, Word, Excel, PowerPoint, Access, and Adobe software 7 Years
• Expert use of process documentation software and process documentation generation. Microsoft Visio is highly desired. 7 Years
• Skills in persuasion, negotiation, relationship management, conflict resolution, and effective oral and written communication at all levels 7 Years
• ITIL v3/v4 certification 5 Years

Desired skills:

• Knowledge of Agile principles, processes, and methodology. Scrum and/or SAFe preferred.

Nice to have:

• MITA knowledge or experience 3 Years
• Has an understanding of CMS Seven Standards and Conditions and the Medicaid program 3 Years

Contact the recruiter working on this position:

The recruiter working on this position is Raghu
His/her contact number is +(1) ()
His/her contact email is raghu@msysinc.com

Our recruiters will be more than happy to help you to get this contract.