IT Service Management Specialist

Overview:

Medxcel is here to lead the transformation of healthcare facilities management by incorporating a new approach to providing services. Created by healthcare, for healthcare, we have a dedicated focus on our people and customers, as well as providing tools, processes, support resources, data analytics and insource strategies that drive results.

This person is exposed to multiple levels of leadership within Medxcel and, as such, the ITSM Specialist must professionally represent Medxcel in all interactions by demonstrating a commitment to the Medxcel vision, mission, and core values.

This position will be located at the Medxcel Central Office - Indianapolis, IN.

Responsibilities:

• Plan and lead the buildout of the following ITIL Processes:
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Service Request Management
• Asset Management
• As appropriate, work with Leadership on planning and adoption of additional ITIL processes in the future.
• Implement incident management and all applicable processes in the cloud-based ITSM tool. Assist with automated and manual ticket routing and escalation.
• Plan and develop patterns and practices for implementing Problem Management to improve overall system stability and uptime by identifying systemic issues.
• Plan and develop processes for continuous Change Management and adherence to guidelines and policies.
• Serve as the IS Change Advisory Board (CAB) facilitator.
• Develop and implement Hardware and Software asset management practices and ensure adherence.
• Partner closely with IT Teams to catalog all applications in use at Medxcel.
• Catalog all cloud-based subscription-based licenses in use and ensure user profiles are appropriate for functions needed, and that licenses do not overlap.
• Partner closely with Mobility Specialist on mobile device asset management.
• Partner with the Medxcel Service Desk and IT Teams to, where possible, automate current manual processes for employee onboarding and offboarding.
• Plan and build out the Medxcel Service Catalog to enable easy access to resources for employees.
• Plan and build out the Medxcel Service Descriptions, including concise descriptions, service and support process workflows, Service Level Agreements (SLAs), continuous improvement, etc.

• Catalog all applicable IT contracts, ensuring accurate dates, terms and budgetary impact. Create contracts schedule for visibility of related renewal activities.
• Partner with Supply Chain to manage upcoming renewals and ensure timely renewal to prevent lapses in services, subscriptions, etc.
• Partner with the Leadership Team on budgetary considerations for new software requests through the service catalog.
• Build out a “cost per user” license footprint to aid in budgeting and user profiling.

• Serve as primary point of contact for the cloud-based ITSM tool (Freshworks, Freshservice).
• Lead the planning, design and implementation of the various modules in the cloud-based tool.
• Build and manage the internal customer facing portal to provide quick employee engagement.
• Plan, design and implement the AI functions within the tool to help reduce incoming human interactions where possible.

• Partner with Leadership to establish key metrics and build reporting to present real-time/live updates.
• Creation and maintenance of ITIL-based metrics for core processes (Incident, Problem, Change, Service Request and Asset Management).
• Additional duties to be determined based on departmental and organizational needs.

Qualifications:

Education:

• Bachelor’s Degree preferred or equivalent work experience required.

License/Certification:

• ITIL Foundations certification required.
• ITIL Practitioner or higher certification preferred.

Experience:

• Must have at least 3 years of experience in customer service preferably in Service Management role required.
• Experience designing and implementing cloud-based ITSM tools such as Freshworks, ServiceNow, etc. required.
• Must have troubleshooting and problem-solving skills with business applications required.
• Previous experience developing and managing ITIL service management processes required.
• Previous experience leading and supporting cross-functional teams preferred.
• Experience with Freshworks or similar cloud-based ITSM tools preferred.

Knowledge, Skills and Abilities:

• Deep experience implementing and refining the most common ITIL processes in an enterprise.
• Experience implementing ITSM cloud-based tools such as Freshworks, ServiceNow, etc.
• Experience incorporating new services into the service catalog and service delivery model.
• Experience developing performance measures and consistently reporting metrics.
• Experience leading continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
• Must have strong written and verbal communication skills.
• Must have strong business acumen to know when to escalate issues.
• Must have strong customer service skills and composure during stressful situations.
• Must demonstrate composure during system or process failures.
• Must have working knowledge of Microsoft Word, Outlook and Excel.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.

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