Job Description

　　Location: Chicago, IL

　　Hospital: RUSH University Medical Center

　　Department: IT Operations

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

　　Shift: Shift 1

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

　　Summary:

　　The Major Incident Manager (MIM) designs major incident management processes and engages in the day-to-day operational delivery of those processes. The MIM implements consistent and effective ITSM Major Incident processes according to industry standards and best practices. In conjunction with the Incident/problem Process owner, process design includes understanding both the needs and goals of RUSH, implementing solutions, and preparing all stakeholders to engage in those processes. Process design also includes continual assessment and improvement. The MIM tracks and facilitates the lifecycle of each major (critical) incident that impacts technology services at RUSH. This includes responding to each proposed major incident and completing the full process to closure. The Major Incident Manager is the single point of contact and coordination for all major incidents. Coordination includes engaging support resources, providing updates to stakeholders, and gathering information for effective communications. Communication and coordination efforts include leadership, locations across RUSH, and a variety of technical groups.

　　Responsibilities:

　　• Design and implement major incident processes that meet the needs of the organization.

　　• Maintain a standard process in order to streamline operations, create efficiencies, and decrease the impact of major incidents.

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

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

　　• Inform decisions regarding the tools and technology used in the process, including ServiceNow and any peripheral tools.

　　• Document major incidents and track each through its lifecycle.

　　• Engage resources to support timely resolution.

　　• Create and maintain data/reports in ServiceNow to inform decisions, reduce risk, and address compliance.

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

　　• Work closely with Problem Management to ensure root cause is identified and plans are in place to mitigate recurrence.

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

　　Since major incidents can occur at any time, the incumbent must be able to respond to major incidents during non-business hours and engage in an on-call rotation.

　　This is a remote position with occasional on-site options.

　　Other information:

　　Required Job Qualifications:

　　• Minimum of 5 years’ experience in IT, serving a complex technology environment.

　　• Minimum of 5 years’ experience in ITIL/ITSM process management, Incident Management, or related role.

　　• Bachelor’s Degree in Computer Science, Information Systems 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, especially in data and reporting.

　　• Experience in the health care industry is helpful.

　　Physical Demands:

　　Competencies:

　　• 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.

　　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 Major Incident Manager

　　Location US:IL:Chicago

　　Req ID 5726