[Hiring] IT Service Management Process Coordinator @Franciscan Health

Role Description

The IT Service Management (ITSM) Senior Process Coordinator provides strategic oversight and stewardship of assigned IT Service Management processes to ensure they operate reliably, efficiently, and in alignment with organizational and regulatory expectations. In this role you will strengthen the maturity, consistency, and cross process integration of ITSM practices by guiding process design, governance, and continuous improvement across the Information Services organization.

• Own and govern assigned ITSM processes by ensuring alignment with organizational standards, risk tolerance, and service objectives.
• Serve as the escalation point and process authority during high-impact scenarios such as emergency changes.
• Facilitate key governance forums – including CABs, PIRs, and process reviews – while representing the process in audits and leadership discussions to maintain consistency, accountability, and operational integrity.
• Lead the design and re-engineering of assigned ITSM processes by defining current state and future state workflows, establishing process standards, controls, integration points, and governance requirements aligned with ITIL and organizational objectives.
• Translate business, clinical, and operational needs into clear process and workflow designs; ensuring strong alignment across interconnected practices such as Incident, Change, Problem, Request, Release, Knowledge, and Application Portfolio Management to maintain consistency and process maturity across the ITSM landscape.
• Define business and process requirements for workflow enhancements, automation, and reporting within the service management platform.

Qualifications

• High School Diploma/GED
• Bachelor's Degree
• In lieu of degree, 10 years of experience required
• 5 years ITSM with ownership of two core IT Service Management or IT operation processes (Incident, Change, Request, Problem, Knowledge, APM, SAM, CMDB or ITOM)
• 3 years Cross-functional coordination with Ops, Application Teams, and Service Desk to improve service reliability and customer outcomes
• Preferred: 2 years Governance facilitation (e.g. driving CAB, conducting process reviews, addressing audit findings)
• Preferred: ServiceNow Certified System Administrator course
• Information Technology Infrastructure Library (ITIL) course
• ServiceNow Suite Data course: CMDB and CSDM
• Lean Six Sigma - Yellow Belt
• Certified System Administrator - ServiceNow
• Information Technology Infrastructure Library (ITIL) - AXELOS

Requirements

• Travel is required: Never or Rarely
• Job Range: Senior ITSM Process Coordinator $44.73 - $61.58
• Incentive: Not Applicable

Benefits

Franciscan provides eligible employees with comprehensive benefit offerings. Find an overview on the benefit section of our career site, jobs.franciscanhealth.org.