ITSM Epic Change Management

ITSM Epic Change Management | Full Time

Henry Ford Health

The IT Service Management (ITSM) Epic Change Management position is responsible for the management of one or more IT process(es). Provides complete oversight to all process aspects and will serve as the single point of accountability for the process(es). The process must be grounded in an industry framework, primarily using ITIL. Leads the development of and ensures that standardized methods and procedures are used for efficient and prompt execution of process activities in order to increase service quality and improve the day-to-day operations of the IT organization.

Must be a thought leader and change champion and will lead process improvement efforts within their specific discipline, as well as collaborate with other process managers, process owners and IT Leadership to develop. This role will also be responsible to ensure all IT process practitioners are trained in and are following the approved processes. In addition, the HELIOS Change Management position is responsible for managing the processes that control changes to the Epic IT environment according to standardized ITIL-conforming policies, methods, and procedures.

This position ensures the efficient and prompt handling of requests for change while minimizing the frequency and impact of IT service disruptions.

• Coordinates and manages the Change Management process activities across Helios, in partnership with other IT departments and leads Helios CAB meetings.
• Reviews changes prospectively, reviews urgent changes, and manages escalations in the Change Management process.
• Reviews changes retrospectively, identifies trends with problematic builds, reviews and maintains unauthorized change list in collaboration with IT Change Management, and reviews changes made outside of the change schedule.
• Reviews Master File matrix on a regular basis, reviews and maintains permissible Helios Service Requests (standard changes).
• Coordinates requests for environment use and repurpose in collaboration with the Environment Manager and team.
• Develops and maintains criteria for manual build in all environments; collaborates with Helios Security team and IT Change Management on process for TAPS access.
• Responsible for Helios implementation of processes and procedures related to Change Management.
• Implements and updates departmental Change Management policies, procedures and definitions.
• Responsible for establishment and consistent application of the Change Management process through correct integration of tools, resources, platforms, applications.
• Collaborates with Helios and other IT teams to improve processes and practices associated with Change management; trains and updates Helios on Change management.
• Helios process owner for selection, implementation and ongoing support of release management tools; process owner for use of Epic Data Courier (training, auditing activity, implementing improvement tactics); process owner for use of Epic Content Management (training and support).
• Prepares and communicates regular status updates on status and performance metrics.
• Maintains ongoing list of data loads (e.g., FDB) and batch jobs.
• Oversees day-to-day operation of one or more assigned ITSM process(es), including process adherence, reporting and escalation of non-compliance.
• Collaborates with other IT Process managers and cross-functional IT teams to design, develop and integrate detailed process and work instruction documentation.
• Gains concurrence and approval from stakeholders regarding various process aspects and deployment approaches; creates and implements process definitions, schedules and objectives for the IT Service Management process(es) managed by their role.
• Manages and oversees the process activities of principals, advisors and IT team members, whether assigned to them or to functional managers.
• Participates in delivery assurance reviews to ensure adherence to HFHS and IT Service Management policies and procedures.
• Provides coaching and guidance to the IT leadership and management team on their roles in each process and their process improvement initiatives.
• Acts as the ITSM process expert; provides process management and guidance to all IT staff with an understanding and adherence to established HFHS and IT Service Management policies and procedures; ensures seamless execution of all related process improvement projects across the IT organization using process improvement methodologies, communication planning, organizational readiness assessment and stakeholder analyses.
• Collaborates with other ITSM Process Managers and Process Owners to integrate assigned process(es) with other ITIL/ITSM processes.
• Leads the design of the IT organization's overall process structure, including creating a process hierarchy that streamlines IT processes and eliminates redundancy.
• Ensures Process KPI targets are established, measured and reported regularly to IT Leaders and stakeholders; escalates…