ServiceNow ITSM Request Manager

Emory Healthcare is seeking an ITSM Request Manager to join their Digital Operations team. The role involves leading the implementation and management of ITSM processes, ensuring compliance with ITSM best practices, and providing support to users. This position is part of a supportive team focused on optimizing efficiency and improving service delivery.

Requirements

• Manage multiple processes within the Information Technology Infrastructure Library (ITIL) framework.
• Lead the activities required for effective and efficient operation of those processes using ITSM best practices.
• Monitor processes for alignment with ITSM best practices.
• Develop and disseminate ITSM process documentation.
• Evaluate requests against existing tools and technologies.
• Develop training content and mentors junior ITSM Specialists.
• Provides and communicates clear documentation for support, status, and issue resolutions.
• Reviews customer survey responses and resolves customer concerns.

Benefits

• Comprehensive health benefits
• Student Loan Repayment Assistance
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs
• Ongoing training