Ensure that assets under the control of the IT organization are identified, controlled and properly cared for throughout their lifecycle
Identify, control, record, report, audit and verify services and other configuration items (Cis), including versions, baselines, constituent components, their attributes and relationships
Account for, manage and protect the integrity of Cis through the service lifecycle by working with change management to ensure that only authorized components are used and only authorized changes are made
Ensure the integrity of Cis and configurations required to control the services by establishing and maintaining an accurate and complete configuration management system (CMS)
Maintain accurate configuration information on the historical, planned and current state of services and other Cis
Support efficient and effective service management processes by providing accurate configuration information to enable people to make decisions at the right time – for example, to authorize changes and releases or to resolve incidents and problems.
Ensures the appropriate inputs and outputs of the process are being produced
Guides process practitioners (anyone that executes any activity within the process(es)) appropriately
Develops and leads routine trainings, table tops, and lunch and learns to promote overall process knowledge and adoption
Develops and provides training for process analysts in the day to day operations of the designated process
Produces and monitors process KPI reports
Leads routine process audits and provides leadership reports
Facilitates Continual Process Improvement efforts and assists the Process Owner in strategy to mature the processes and publish hard value statements
Supports process integration with other ITSM processes
Provides availability 24 x 7 as needed to provide emergency process guidance and direction to process practitioners
Handles routine, day to day process issues that may arise
Facilitates routine meetings with cross-functional teams to drive process activity
Routinely handles conflicts and politically charged situations to help drive teams to resolution
Promotes mission, vision, and values of SCL Health, and abides by service behavior standards.
Performs other duties as assigned.
May be required to float to other departments (within scope of competency and qualifications) based on business need.
May be required to perform on-call duties on an ad-hoc basis or on a regularly assigned shift.