Middle level management that provides strategic leadership and oversight of Service Management team for RWJBarnabas Health facilities located across NJ. Works under the general direction of senior IT&S management. Responsible for managing the day to day operations of field services engineers and analysts to ensure operations are running smoothly and efficiently. Typically manages and mentors field service analysts and engineers. This position reports to Assistant Vice President, IT Service Management.

1) 7+ years relevant IT experience, 2+ years of experience managing a support team.

2) ITSM will help lead the strategic relationship and contractual agreements with business partners and service providers. Including but not limited to;

• Enterprise Service Desk
• ServiceNow

3) Serve as the liaison and point of contact between the RWJBH healthcare system and our Enterprise Service Desk. Work with the Enterprise Service Desk to review service metrics, increase first call resolution, and automate processes

4) Leadership experience leading and managing an IT Support team including coaching and mentoring others, assessing staff performance and providing for professional development opportunities

5) Create, document, and update processes to resolve issues efficiently and effectively. Create and maintain the IT Service Catalog.

6) Solid experience using IT Service Management and/or IT Infrastructure Library processes.

7) Create and communicate reporting and analysis of KPI s and trends to identify efficiencies and areas of improvement.

8) Collaborate with technology and application teams to identify areas for improvement and implement processes and procedures to support the IT department.

9) Act as project manager for projects around service management (i.e., technology upgrades, new hardware and software deployments)

10) Experience with Agile Development and SDLC p

11) Lead discussions at daily morning service review meetings with Sr. IT Leadership to discuss critical IT issues affecting the organization.

12) Experience utilizing ITSM tools (i.e. Remedy, ServiceNow, Ivanti, SCCM, etc)

13) Experience with procurement, asset management, patch management, and project management

14) Lead discussions at daily morning service review meetings with Sr. IT Leadership to discuss critical IT issues impacting the organization.

15) Manage content for the department intranet.

16) Serve as an escalation point and coordinator of Enterprise IT for High Priority issues

17) Work with IT security to reduce vulnerabilities and exposure to security risks

Qualifications:

B. S. in Computer Science, Information Systems, Business Administration, or a related field or equivalent work experience

RWJBarnabas Health is the most comprehensive health care delivery system in New Jersey, with a service area covering five million people. The system includes eleven acute care hospitals Clara Maass Medical Center in Belleville, Community Medical Center in Toms River, Jersey City Medical Center in Jersey City, Monmouth Medical Center in Long Branch, Monmouth Medical Center Southern Campus in Lakewood, Newark Beth Israel Medical Center in Newark, RWJUH- New Brunswick, RWJUH- Somerset in Somerville, RWJUH- Hamilton, RWJUH- Rahway and Saint Barnabas Medical Center in Livingston; three acute care children s hospitals and a leading pediatric rehabilitation hospital (Children s Specialized Hospital), a freestanding 100-bed behavioral health center, trauma centers, a satellite emergency department, ambulatory care centers, geriatric centers, the state s largest behavioral health network, comprehensive home care and hospice programs, fitness and wellness centers, retail pharmacy services, a medical group, multi-site imaging centers and an accountable care organization.

RWJBarnabas Health Medical Group is a multispecialty group practice comprised of highly trained and experienced world class primary and specialty care physicians. RWJBarnabas Health Medical Group physicians provide compassionate and innovative cutting-edge care for people at every stage of life at easily accessible facilities conveniently located throughout New Jersey. Backed by the vast continuum of resources of RWJBarnabas Health, the largest not-for-profit integrated health care delivery system in New Jersey and one of the largest in the nation, our dedicated physicians and expertly trained supporting staff continuously strive for clinical excellence.

We offer a great work environment, competitive rates and excellent benefits, including:

• Medical/Dental/Vision plans
• 401 (k)
• PTO
• Short & Long Term Disability
• Basic Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts

Equal Opportunity Employer