Enterprise Configuration Manager

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POST DATE 8/19/2016
END DATE 10/18/2016

Partners HealthCare(PHS) Charlestown, MA

Charlestown, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Womens Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

Were focused on a people-first culture for our systems patients and our professional family. Thats why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal developmentand we recognize success at every step.

Our employees use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk, and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Information Technology Service Management (ITSM) Enterprise Configuration Manager will serve as the Configuration Manager within the ITSM program, will be responsible for the development, execution and continual service improvement of enterprise configuration management, and will help ensure enterprise configuration management supports the Partners HealthCare business strategy and plan.

The configuration manager works with service owners, configuration coordinators and configuration item (CI) owners to guide them through the lifecycle of managing configuration records and associated metadata within the ServiceNow service management system. The incumbent will direct and assist the organization in the adoption of best practices regarding data management and integrity, reporting, and driving participation and adoption of enterprise configuration management. He or she will work with the ServiceNow development team to configure and support the Configuration application and discovery tools within ServiceNow, and will drive the continual improvement of the configuration management process by using qualitative and quantitative methods to establish and report on key performance indicators.

The ideal candidate must be able to function independently and be able to foster collaboration among other teams within Partners IS, and throughout our member and affiliate organizations.

Principal Duties and Responsibilities

manage the Configuration and Asset applications daily to ensure data integrity, as directed via: service management tickets from customers, standard operating procedures, and, feedback from Configuration Coordinators and the Configuration Management Process Owner.
SME for the auto discovery module within ServiceNow. Monitor dashboard & take corrective action.
proactively measure and trend performance of the Configuration application and configuration management process.
solicit feedback from users and customers on the success and challenges of the configuration management process, and compile and report to ITSM and PHS IS leadership.
engender engagement by leading Configuration Coordinators program and facilitating quarterly meeting to propose improvements, share new best practices and solicit feedback.
record, analyze, and take appropriate action to maintain monthly key performance indicators.
maintain and execute test scripts that pertain to the Configuration and Asset applications within ServiceNow.
serve as a consultant to customers when leading or participating in projects, and in matters of enterprise configuration management.
be responsible for all data in the Configuration application in ServiceNow.
serve as subject-matter expert for integration and interfaces to the Configuration and Asset applications in ServiceNow, and for the data in the Asset application in ServiceNow.
provide on-going program status reports to internal IS management, customers, service owners, and users.
establish and create a positive team environment through thought leadership and collaboration.
provide quality customer service and serve as an exemplary representative of Partners Information Systems. On-going communication, feedback and follow-through with customers/peers are essential.
develop proposals to improve upon future state of the configuration management and assist with documenting and developing strategic plan for ITSM program in the larger context of Partners IS.
perform other duties as assigned
Bachelors Degree required, Information Systems related field preferred.
5 or more years of combined relevant experience in clinical/operational, systems support, or IS/IT role in a healthcare environment.
Knowledge of ServiceNow ITSM service management system preferred.
Experience in leading and managing small-to-medium-sized projects required.
ITIL v3 Foundations certification required. Expert-level certification, or undergoing attaining such certification, preferred.
Proven project management skills, including ability to scope work, provide accurate time estimations and identify and mitigate risks required.
Knowledge of SQL and tools that leverage ODBC for reporting preferred.

Skills Required
Ability to lead and work within projects of moderate complexity, and to gather and deliver documentation and requirements.
Knowledge and understanding of patient care practices and operations.
Strong analytical, problem-solving, organizational, written and verbal skills.
Ability to cooperatively and effectively work with people from all organizational levels and build consensus through negotiation and diplomacy.
Ability to understand the work environment and competing priorities in conjunction with developing/meeting project and program goals.
Strong PC skills required, knowledge of PC applications, e.g., Microsoft Office Suite, Project, and Visio preferred.
Strong commitment to customer service.
Extensive experience working in, and ability to facilitate work within, a large, diverse. multi-site environment.
Working Conditions
Office environment with travel to patient care areas (may require travel), limited patient contact.
Remote access capabilities provided
Must be able to provide adequate transportation between work locations.
As projects and priorities dictate, must be available to work non-standard hours such as evenings, nights, weekends and holidays.
No direct reports, but may direct contractors, and must be able to guide and mentor indirect resources who are participating in the ITSM program. Leadership skills required.
Partners HealthCare is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.