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Job Summary

We’re looking for a strategic and service-oriented IPK Manager to lead the development, execution, and continuous improvement of ITSM processes across Incident Management, Problem Management, and Knowledge Management. This role is essential in ensuring rapid service restoration, reducing issue recurrence, and empowering users through effective knowledge strategies.

Schedule: 8:00AM – 5:00PM Monday - Friday

Department: Enterprise Technology Services – IT Service Excellence

Key Responsibilities

+ Oversee the end-to-end lifecycle of incidents and problems, ensuring timely resolution and root cause analysis to prevent recurrence.

+ Lead the knowledge management strategy to support proactive issue resolution and enhance self-service capabilities.

+ Collaborate with the Service Desk, technical teams, and Clinical Informatics to drive service excellence and optimize the end-user experience.

+ Monitor performance metrics and implement process improvements to increase efficiency and customer satisfaction.

+ Promote a culture of continuous learning and knowledge sharing across IT support functions.

What You Bring

+ Proven experience managing ITSM processes, particularly in Incident, Problem, and Knowledge Management.

+ Strong analytical and problem-solving skills with a focus on root cause analysis and process optimization.

+ Excellent communication and collaboration skills across technical and non-technical teams.

+ Familiarity with ITSM platforms (e.g., ServiceNow) and ITIL best practices.

Responsibilities

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

+ Our team members are part of an environment that fosters team work, team member engagement and community involvement.

+ The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.

+ All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".

Qualifications

+ Education: High School Diploma or GED, required. Bachelor’s degree in IT, business, or healthcare-related field, preferred.

+ Experience:

+ Five years ITSM roles with emphasis on incident, problem, or knowledge management, required.

+ Experience implementing ITIL-based processes in an enterprise environment or leading cross-functional IT service improvement initiatives, preferred.

+ Licensure/Certification:

+ ITIL Foundation Certification, required.

+ ITIL Practitioner or Intermediate certification in Service Operation, Problem Management, or CSI, preferred.

+ Knowledge-Centered Service (KCS) certification, preferred.

+ Additional Skills (required):

+ Advanced understanding of ITIL processes for incident, problem, and knowledge management

+ Strong analytical and problem-solving skills

+ Excellent written and verbal communication skills

+ Ability to lead cross-functional teams in critical incident or problem scenarios

+ High degree of initiative with the ability to work independently

+ Proficiency in using ITSM tools such as ServiceNow

+ Additional Skills (preferred):

+ Knowledge of change, configuration, and release management processes

+ Familiarity with healthcare regulatory compliance standards (e.g., HIPAA)

Job Opening ID

95729