Manager of Enterprise Systems

About Texas Children's Hospital

Summary:

We’re looking for a Manager of Enterprise Systems, someone who’s ready to grow with our company. We are looking for a leader to grow our Process Automation Program (IPA/RPA) and provide leadership support for Service Now. The Process Automation program (UiPath) is in it’s infancy, and this leader will help mature it to provide the enterprise benefits that process automation promises. As the Service Owner for Service Now, this leader will work with users and our Managed Service Provider to maintain Service Now as well as to deploy new features.

In this position you are responsible as the Service Owner for specified services identified in the Business and Technical Service Catalog. In the role of Service Owner, the position is expected to maintain performance within agreed upon service levels, manage, and develop service, continuously improve the quality of service, and work with Leadership to implement and retire services. To provide support for production systems by planning, managing, and maintaining an effective information systems network of users and managing the production activities of the system including education, training, and utilization.  

Job Duties & Responsibilities:

• Manages and Develops Service
• Allocates appropriate personnel and resources to ensure delivery of consistent, high-quality service
• Oversees the daily operations of the service, ensuring compliance with policies and procedures and service agreements
• Manages services throughout the service lifecycle, including creation and deployment of new services, and enhancements and retirement of existing services throughout the Texas Children’s. 
• Establishes and implements short and long-range goals, objectives, policies, and operating procedures for the service that link to IS priorities; set appropriate stretch goals and stay focused to persistently drive to meet or exceed those goals. 
• Gathers and analyzes data, reports, and customer satisfaction levels to monitor service and performance and ensure achievement of SLA metrics/goals; recommend service, delivery and process improvements and enhancements. 
• Promotes process efficiency by working with a team to reduce unnecessary steps and delays or develop more effective processes. 
• Represents the service in the Change Control process by determining potential impacts to the services and mitigation actions required to minimize impacts. 
• Establishes and maintains service entry in the Service Catalog and ensures ongoing accuracy of entry. 
• Coordinates and manages services across functional areas by collaborating with other service owners in the resolution of operational issues and requests to ensure consistent, high-quality service to customers. 
• Collaborates with Process Owners and ensures high quality and frequent communications throughout the Service Management Lifecycle. 
• Promotes effective communication with the Integrated Service Desk for First Call Resolution. 
• Educates staff on processes and procedures. 
• Ensures staff has the correct skills to deliver their service. 
• Establishes and monitors vendor accountabilities. 
• Ensures Customer Service. 
• Oversees Incident Resolution. 
• Manages System Operations. 
• Ensures Coordination with Established Policies, Procedures and Standard. 
• Strives to achieve the goal of accreditation. 

Skills & Requirements:

• Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children’s unless approved for a medical or religious exemption 
• Required H.S. Diploma or GED 
• Preferred ITIL 3 - ITIL Version 3 Foundation Exam 
• Required 9 years' experience in information systems selection, implementation, or support with preferred management experience 
• A bachelor's degree will substitute for 4 years of experience