IT Process Engineer

Responsibilities

• Contributes to the strategic vision and serves as a senior technical leader in the planning, design, development, implementation, maintenance, and continuous improvement of IT service management processes aligned to the Information Technology Infrastructure Library (ITIL) framework.
• Core process ownership includes, but is not limited to, Incident, Problem, Change, Release, Service Level, Knowledge, Configuration Management (CMDB), and IT Asset Management (ITAM).
• This role is responsible for advancing the maturity, governance, and integration of configuration management and asset management practices, ensuring accurate service mapping, asset lifecycle visibility, and data integrity to support operational excellence, compliance, and risk mitigation across the Medical Center.
• Leads and delivers medium- to large-scale strategic initiatives with significant scope, risk, and organizational impact.
• Facilitates cross-functional efforts to evaluate, design, and implement new and existing tools, processes, and workflows that enhance IT service delivery and process management capabilities.
• Provides strategic direction and thought leadership to leaders, peers, and team members, ensuring alignment of IT service management processes with evolving business needs, clinical priorities, and technology opportunities.
• Recognized as a subject matter expert and trusted advisor, this role is frequently engaged to resolve complex system and process challenges and drive continuous improvement.
• Acts as a subject matter expert in IT service management strategies, policies, procedures, and methodologies, with a particular emphasis on CMDB governance, service mapping, and IT asset lifecycle management.
• Performs key leadership roles including Problem Manager, Change Manager, and Process Architect.

• Degree in Computer Science or a related field, with four years of experience providing Tier I–III IT support within operations.
• Demonstrates a strong understanding of IT infrastructure management, including Change, Configuration, and Problem Management.

• IT service management
• ITIL
• Incident Management
• Problem Management
• Change Management
• Release Management Service Level Management
• Knowledge Management
• Configuration Management
• IT Asset Management

• leadership
• strategic vision
• cross-functional collaboration
• thought leadership
• problem-solving
• communication
• governance
• continuous improvement
• organizational impact
• data integrity