IT Program Manager - Problem/Knowledge Manager - IT Service Delivery - Multi-City

Company: Sanford Health
Location: Sioux Falls
Posted on: March 28, 2020

Job Description:

Shift Day Job Schedule Full time Weekly Hours 40.00 Job Summary ProblemKnowledge manager implements and manages the problem management process, leads root cause analysis discussions, assists with root cause mitigation activities, implements and manages the knowledge management process following Knowledge Centered Services (KCS) principles, integrates the reuse, improvement, and creation of knowledge into all service management processes, analyzes and identifies data trends, and facilitates the requirements for and development of standard metrics and reporting capabilities. Increases organizational awareness of the problem management and knowledge management processes and leads small projects related to ServiceNow capabilities and service management. Program management often requires problem resolution for unique and complex challenges and requires generation of solutions that look beyond the immediate problem to wider implications. Build professional networks, and identify and connect resources to solve issues and achieve goals. Serve as a resource for leadership, stakeholders and the project team. Align program projects and assess the impact of programs on business performance. Provide direction and leadership to project teams working on program projects. Define the scope of the program and projects that support it while defining best practices, processes and policies to ensure alignment with program objectives. Plan, organize and deliver key projectsprograms and its activities in accordance with the mission and goals of the organization. Detail the roadmap for program management within focal area. Manage resources, schedules, and financials and adhere to quality and control guidelines. Assess programproject risks, propose resolutions, manage change requests and track implementation of resolution through to completion. Verify that the program achieves the proposed benefits defined in the business case. Maintain authority over the program and its projects and assume responsibility for the overall program. Contribute to process improvement initiatives as it relates to improving programproject delivery. Serve as change agent, influencing stakeholders and project deliverables to change organizational culture and processes. Present programproject proposals, updates and outcomes to senior leadership. According to team and organizational needs, may perform project manager duties. Qualifications Job duties specific to the problemknowledge manager include Develop and implement the problem management process and knowledge management process, and ensure adherence to KCS principles and service management standards. Lead root cause analysis discussions between multiple functional areas and assist with documenting root cause mitigation activities, as required. Ensure accurate and timely documentation of problem records, and review and monitor problems to ensure problem record resolution. Interfaces with other processes andor business functions to ensure processes are put in place to capture data, information, and knowledge, and leverage benefits provided by the knowledge management process. Help to evolve knowledge content based on demand and usage. Increase organizational awareness and knowledge of the problem management and knowledge management processes. Facilitate the requirements for and development of standard metrics and reporting capabilities. Analyze and identify data trends and recommend actions for continuous improvement. Lead small projects related to ServiceNow capabilities and service management. Bachelor's degree required. ServiceNow experience and project management experience preferred. ITIL Foundations preferred. KCS preferred. Project Management Professional (PMP) certification or equivalent advanced training in project management preferred.

Keywords: Sanford Health, Sioux Falls , IT Program Manager - Problem/Knowledge Manager - IT Service Delivery - Multi-City, IT / Software / Systems , Sioux Falls, South Dakota