IT Quality Assurance Process Consultant jobs in Seattle, WA

Req #: 220025 Department: UW MEDICINE IT SERVICES Appointing Department Web Address: http://uwmits_hires.uwmedicine.org/ Job Location: Remote/Hybrid, Seattle - Downtown Job Location Detail: Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle Posting Date: 03/17/2023 Closing Info: Open Until Filled Salary: $7,286 - $8,711 per month Other Compensation: Shift: First Shift Benefits: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. A higher degree of healthcare. All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. UW Medicine’s IT Services department has an outstanding opportunity for an ServiceNow CMDB Process Analyst! UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Primary Care (UWPC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission. In collaboration with UW Medicine Information Technology Services (ITS) and under the general guidance of the Manager, IT Service Management, the Process Analyst (‘Analyst’) will be administering and executing the Configuration Management process and ensuring CMDB data integrity for UW Medicine. This role’s primary focuses are: Developing and maintaining standard IT Configuration Management methodology. Building a robust Configuration Management process that fosters a pristine and reliable ServiceNow CMDB. Assisting in ITSM roadmap formulation, and executing projects required to stabilize and transform ServiceNow CMDB. Supporting the ITSM Manager in the development of a Configuration Management governance structure, including policy and knowledge base. Collaborating with stakeholders from various ITS teams, including Infrastructure, Network, Security, and Applications on initiatives to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships. Working with other ITSM process owners to understand new requirements and identifying how Configuration Management can support. Creating and maintaining CMDB dashboards, metrics and reporting for UW Medicine ITS. Developing process improvement alternatives and/or recommendations and managing through implementation. RESPONSIBILITIES Configuration Management and CMDB (50%) Configuration Management process owner. Establish and maintain process and procedure documentation for Configuration Management. Provide scheduled and on-demand KPI/Metric information and standardized reporting and dashboards. Evaluate performance metrics against defined critical success factors for Configuration Management and institute actions to correct shortcomings or further streamline the process as necessary. Advise internal customers on CMDB taxonomy, process and technology to address their regulatory, operational, audit and reporting requirements for managing IT assets. Strategic Evaluation, Planning, and Identification (30%) Define the CMDB plan, including purpose, scope, and objectives. Define Classes, naming conventions, roles, and responsibilities. Define and maintain the underlying structure of the CMDB (the Configuration Model), so that it can hold all information on CIs. This includes specifying the attributes describing CI types and their sub-components, as well as determining their interrelationships. Design, build and maintain the Configuration Management Plan, and lead the approach to Service Data Modelling; ensuring we have the correct information captured for each configuration item (CI) and appropriate relationships between Cis are created. Research industry best practices and trends with Configuration Management and performance, collaborating with internal stakeholders to incorporate decisions into organizational practices. Manage the day-to-day CMDB data models and help with preparing our CMDB for advanced technologies like Containerization and Cloud services (AWS, MS Azure etc.). Other (20%) Document, communicate and deliver Configuration Management process and training. Develop knowledge in other ITSM process for personal growth purposes and to provide backup support as needed. Lead the operation on a day-to-day basis, and act as the main contact for queries and issues. Other duties as assigned. REQUIREMENTS Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field or equivalent combination of education/experience. 4 years ITSM process experience: Expert knowledge of ServiceNow CMDB. Expert knowledge of IT Configuration Management process. Understanding of ServiceNow Discovery and Service Mapping tools. Familiar with the processes that consume CMDB data e.g., incident, problem and change management. Understanding of best practices for tool integration and platform communications. Recent experience with ITSM, demonstrating strong process knowledge. Possess ITIL v3 or v4 Foundation Certification; if not currently certified, this certification must be achieved within six months of start date. Possess Lean Six Sigma Green Belt certification; if not currently certified, this certification must be achieved within six months of start date. Demonstrated ability to advise on strategy/approach on implementing CMDB in ServiceNow. Demonstrated ability to produce written material to a high standard (i.e., policies, processes, procedures, work instructions, presentations, reports, etc.). DESIRED Previous experience in and knowledge of academic healthcare systems and/or operational environments. Advanced degree (e.g., Master’s, PhD, etc.). ServiceNow CSA certification. Knowledge of ITAM (IT Asset Management) process. Strong negotiation skills. Six Sigma expertise, either Green or Black Belt. Extensive experience enabling SACM process through ITSM toolsets, such as ServiceNow. Extensive experience with discovery tools strongly preferred. CONDITIONS OF EMPLOYMENT This is an Information Technology deadline-driven work environment. The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, occasional off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed. Must coordinate projects without direct supervisory authority. Must work within the constraints of multiple technical environments. ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWPC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration. Ability to communicate effectively in English, both verbally and in writing. #monster REQUIREMENTS: See above. Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming. The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu. Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law. COVID-19 VACCINATION REQUIREMENT Employees of the University of Washington are required to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.