IT Services - Baystate Health

Req#: R21125
Category(s): Information Technology/Health Information Management, IT Services
Full Time / Part Time: Full-Time
Shift: First

Summary

The IT Product Manager has the overall responsibility of ensuring IT service management processes and standards are defined and applied throughout the organization to provide a highly reliable and predictable service offering. The Manager has overall responsibility for deploying and operating the service management platform and accompanying process.

As the IT Product Manager, managing the vendors and staff working on the ServiceNow platform as well as engaging with the appropriate Baystate Health resources to assure collaboration in process development and affiliate rollout success and process adoption is required. The Manager is responsible for leading ServiceNow platform changes relating to addressing defects in the system, enhancements, and implementation of new functionality. They have the responsibility of managing and coaching the activities, training, and daily work assignments of all staff and consultants. 

The IT product manager will be responsible for improving and reporting the state of the CMDB, Hardware & Software Asset Management, Service Catalog, and other module adoption of ServiceNow increases. Responsible to guide IT leadership and guidance on standardized platform principles and reviewing workflows and proposed changes to ensure continuity of system structure. This includes avoiding customization and steering towards configuration instead.   

Requirements

1) The IT Product Manager collaborates with the teams responsible for Infrastructure, Applications, Information Security, and others regarding Baystate Health's plan for IT Business Continuity. The Manager is also a leader in the Infrastructure and Operations team responsible for risk mitigation within the IT organization, including Problem Management, Change Management, and implementation of best practices and related policies.  

2) The Manager maintains and makes recommendations regarding the operational and capital budgets for the applications/technologies in their area and is accountable to work within Baystate Health's financial guidelines.  

3) Provides and promotes high standards of professionalism, integrity, and leadership, both within and outside the organization, appropriately representing Baystate Health's business philosophies, protocols, and standards. 

4) Develops and implements process improvements to streamline product deliverables.  Demonstrates ability to identify issues and independently lead complex issue resolution.

5) Regularly presents metrics or data to senior managers. Mediates, negotiates, and influences decision-makers. Develops and follows regular product upgrade cadence and effectively communicates risks.  

6) Excels in evaluating new ServiceNow product modules and presenting them to lead to address a business need or present value to the organization.

7) Collaborates with peers and program managers outside the group to drive continuous product improvement and identify/adopts best practices. 

8) Contributes to establishing goals and major priorities for the team; provides advice in developing IT strategies for the enterprise.

9) Provides solid vendor management and negotiating skills.

10) Ensures that daily operational work assigned to the staff is performed in a satisfactory and timely manner.

11) Able to prioritize and work independently when required.

12) Able to earn Service Now Certified System Administrator and Certification for ITIL Foundation within 90 days of hire.  

Preferred Experience

1) Seven years of product management experience.

2) Five years of supervisory or manager expertise and at least two years of ServiceNow development experience.

3) Demonstrated knowledge and/or experience of the organization’s system environment with a strong understanding of interoperability (i.e., healthcare, work environment, technical terminology, etc.).

4) Experienced in a health care organization and operations with a working knowledge of HIPAA, including the security requirements and the related technical requirements.

Required Experience

1) Ten years progressively responsible for the management of information systems, process management, and improvement, and support experience with direct customer contact and experience in systems analysis, systems capacity planning, and project planning.

2) Demonstrated ability to communicate effectively to multiple audiences.

3) Demonstrated ability to manage and lead a team of analysts, specialists, and consultants through multiple, concurrent, and complex enterprise projects.

4) Proven ability to effectively lead, develop, build and motivate a team to achieve a high level of outcome

Skills/Competencies

1) Ten years progressively responsible for the management of information systems, process management, and improvement, and support experience with direct customer contact and experience in systems analysis, systems capacity planning, and project planning.

2) Demonstrated ability to communicate effectively to multiple audiences.

3) Demonstrated ability to manage and lead a team of analysts, specialists, and consultants through multiple, concurrent, and complex enterprise projects.

4) Proven ability to effectively lead, develop, build and motivate a team to achieve a high level of outcome  

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

Education:

Bachelor of Arts: Computer and Information Science, Bachelor of Science: Business Administration/Management, High School Diploma (Required)

Certifications:

ITIL Certification – AXELOS

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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