IT Service Management Process Engineer 

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.    

This role is responsible for the design and improvement of information technology processes that enable clinical and business improvement. The processes and practices are focused on the IT Service Management framework and may integrate practices from multiple process areas such as LEAN, Agile, ITIL, COBIT, ISACA, and apply to any IT or IT-like functions. 

A caregiver in this position works days, 8:00am—5:00pm. 

A caregiver who excels in this role will:  

• Deliver standards-compliant process architectures that meet IT and Business goals. 

• Collaborate with other architectural stakeholders in a project – technology architects, business architects, information architects or integration architects – and integrate their various requirements into one solution. 

• Prepare solution options for run and transformational work methods including Agile. 

• Contribute to the development of enterprise technology strategy. 

• Provide information to development teams by sharing strategic information around enterprise standards, processes, and patterns. 

• Create synergies and promote reuse within and across projects by eliminating complexity, leveraging enterprise tools, and maximizing existing investments. 

• Provide cross-project perspective to create benefits that extend beyond immediate project goals. 

• Influence development teams to accept process compliance as a requirement in the best long-term interests of the organization. 

• Promote increased understanding of process standards across the ITD organization. 

• Promote deep understanding of overall process goals. 

• Create process solution blueprints with maximum leverage of existing enterprise services or architectures. 

• Advise and align delivery teams to ensure work processes adhere to higher level policy and process architecture. 

• Work with Technology and Process Owners to ensure all process methods and models are fully integrated into tools and work processes. 

• Collaborate across IT to account for the needs of various stakeholders in enterprise technologies. 

• Co-ordinate solutions across multiple stakeholders and teams to drive implementation of enterprise-wide process as sponsored by executive leadership. 

Minimum qualifications for the ideal future caregiver include:  

• Bachelor’s degree in Information Technology, Computer Science or Business. 

• ITIL Foundations.  

• 9 years of IT experience with at least 3 years in designing and documenting process architectures and leading cross-functional teams to implement them. 

• Good understanding of process frameworks and ability to implement a framework through solution blueprint 

• Prior knowledge of process toolsets, ability to model enterprise capabilities and functions, business processes and technology interdependency. 

• Broad knowledge of process architecture concepts and best practices, standards, and industry trends. 

• Demonstrates strong verbal and written communication with all levels of customers. 

• Demonstrates ability to apply critical thinking and understanding to the problems and opportunities that arise with large, complex multi-disciplinary engagements. 

• Can create active and varied communication programs that reach out to business and IT, management, and the line staff and evangelize the role. 

• Can resolve competing process requirements by analyzing situations without bias and making decisions based on what is best for everyone involved. 

• Must have a solid understanding of enterprise technologies to include one or more of the following, IT Infrastructure technology, service and support, customer service or front-line service management. 

• Outstanding organizational, managerial, and interpersonal relationship skills. 

• Can effectively communicate in both written and oral media and be a team player. 

Preferred qualifications for the ideal future caregiver include:  

• Advanced ITIL certification. 

• Applicable certifications within healthcare and information technology (examples - PMP, CPHIMS). 

• Experience with Process Architecture frameworks e.g. ITIL, LEAN, ISACA, COBIT. 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/