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Job Description

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: IT Operations

**Work Type:** Full Time Remote (Total FTE between 0.9 and 1.0)

**Shift:** Shift 1

**Work Schedule:** 8 Hr (8:00:00 AM - 5:00:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

**Pay Range:** $46.07 - $68.64 per hour

Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

The Request Management Process Owner oversees Request Management processes and solutions in Digital and Information Services (D&IS) at Rush University Medical Center. The Process Owner implements consistent and effective Request processes according to industry standards and best practices. Process design includes understanding the needs and goals of RUSH, guiding solutions, and preparing all stakeholders to engage in effective request processes. Process design also includes data-driven continual assessment and improvement.

The incumbent works with various customer groups to understand service workflows and fulfillment activities, translating those workflows and needs into request solutions. In conjunction with an ITSM team and ServiceNow developers, the Process Owner facilitates the design, implementation, and maintenance of customer-facing Request Catalogs in ServiceNow. The Process Owner tracks and facilitates changes to the Request Catalog, portal, and related tools. The Process owner leads related communication and planning efforts by engaging resources and ensuring collaboration across various levels, functions, departments, and technical groups.

Other information:

Required Job Qualifications:

• Minimum of 5 years’ experience in IT, serving a complex technology environment, in the role of ITIL process management, business analyst, or related role

• Direct experience designing, implementing, and maintaining Request Catalog items in ServiceNow

• Bachelor’s Degree in Computer Science, Information Systems, Business, or other relevant field. Degrees outside of computer science/information systems are acceptable if there is comparable work experience.

Preferred Job Qualifications:

• Expertise in the ITIL framework and overall IT Service Management best practice.

• ITIL certification(s)

• Expertise in the use of ServiceNow ITSM tools

• Experience in the health care industry is helpful.

Physical Demands:

Competencies:

• Ability to seek out and understand business processes, functions, roles, and needs

• Ability to communicate and work effectively across IT functions and teams.

• Ability to communicate with RUSH leaders across the health and university system.

• Strong analytical skills for effective tracking, reporting, and metric design.

• Creative problem-solving skills to overcome complex challenges.

• Ability to take ownership and work autonomously, with minimal supervision.

**Disclaimer:** The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Responsibilities:

• Design and implement Catalogs and Requests according to best practices and effective workflows

• Determine business needs across Rush University Medical Center by engaging in effective business analysis activities

• Understand customer needs and preferences and translate them into solutions

• Maintain a standard process to streamline operations, create efficiencies, and improve the customer experience.

• Maintain effective Request Catalogs in ServiceNow

• Champion organizational change (including communications, training, and support) for the overall success of the request process, including successful adoption within the organization.

• Respond with agility to rapidly changing organizational needs and coordinate improvement activities.

• Inform decisions regarding the resources and tools used in the process, including ServiceNow.

• Create and maintain data/reports that reflect process achievements.

• Use data and metrics to assess performance, find opportunities for improvement, and identify training needs.

• Engage in personal growth and training to maintain knowledge of IT service management.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

**Position** Request Management Process Owner

**Location** US:IL:Chicago

**Req ID** 22393