Career Services

By John Stabinger
Posted on 2 April 2020 | 2:40 pm
Alumni / Benefits & Services / Alumni Career Services

Alumni Career Services


Job Seeker Employer
Job Seekers, Welcome to ALUMNI CAREER CENTER
ITSM PROCESS ANALYST (ASSET AND CONFIGURATION MANAGEMENT)
University of Washington
SAVE savedJobs
false
SAVE savedJobs

ITSM PROCESS ANALYST (ASSET AND CONFIGURATION MANAGEMENT)

University of Washington

Email Print
Application
The application opened in a new tab.
By using this feature you agree to our Terms and Conditions and Privacy Policy.
Details
Posted:
March 26, 2022
Location:
Seattle, Washington
Salary:
Open
Type:
Full Time
Category:
Healthcare

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 ITSM Process Analyst (Asset & Configuration Management)!

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 Director, IT Service Management, the ITSM Process Analyst – Asset & Configuration Management (‘Analyst’) has overall accountability for ensuring the suitability of the Service Asset and Configuration Management (SACM) process to UW Medicine. This role’s primary focuses are:
  • Perform daily and long-term strategic management of software and hardware assets and configurations within the ITS organization, to optimize IT spending and enable the organization’s deeper understanding of its IT business value.
  • Initially evaluate, then design and execute a new foundational program called Service Asset and Configuration Management (SACM).
  • Expertly manage all SACM processes, including deployment, continuous improvements, auditing, and defining Critical Success Factors (CSFs) and Key Performance Indicators (KPIs).

    • Areas of responsibility include, but are not limited to:
  • Partner with vendors and ITS to define the service life cycle and develop the SACM process to manage and support UW Medicine’s assets & configurations from beginning to end.
  • Plan, monitor, and record software license and/or hardware assets to ensure compliance with vendor contracts.
  • Assist in forming procurement strategies to optimize technology spend across the organization.
  • Develop and implement procedures for tracking organizational assets to oversee quality control throughout their lifecycles.
  • Oversee the development and own the Configuration Management Database for ITIL ITSM which is built from the asset inventory.
  • Create dashboards, metrics and reporting for UW Medicine ITS (KPIs, operational reports, and others as needed).
  • Support other ITIL Processes as required and participate in continuous efforts to integrate and improve processes.

    • Responsibilities also include driving effective enterprise-wide IT asset and configuration management (and broader) through related processes and procedures; assisting in developing and implementing best practices, systems and tools; and providing guidance and collaborative process management of the day-to-day ITS SACM processes and procedures.

    This position requires an understanding of an industry-accepted standard IT asset management and configuration process (such as ITIL) and some experience with various asset and configuration management methodologies and tools, the ability to look across the enterprise and integrate key information from various major initiatives, and a keen ability to rally stakeholders and proactively problem-solve.  This role requires strong analytical skills to perform metrics and reporting using Power BI. The incumbent should have a strong desire for an understanding of the incident, problem, change, and release management processes and effective procedures to support them. 

    This position must be able to work independently and within a team environment managing multiple priorities in a fast-paced environment.


    RESPONSIBILITIES

    Configuration Control, Status Accounting, Auditing and Reporting for Inventory Maintenance and Management (50%)
  • Establish and maintain documentation of procedures, processes, and reports concerning asset and configuration management
  • Provide KPI/Metric information and standardized reporting on a scheduled basis together with unscheduled reporting. This may include compliance reports on current assets and configuration items (CI) Cis and their status; and performing trend analyses.
  • erform verification and audit of DML and CMDB content; verify software assets with license contracts, confirm hardware assets with actual inventory, and initiate corrective actions and tract them.
  • Manage activities concerning license compliance audits to be able to answer to requests from software editors effectively.
  • Manage lifecycle of hardware and software models in the DML, from their introduction to their retirement.
  • aintain records of contracts and entitlements (support and license) and prompt the renewal as required.
  • Carry out quality assurance on the processes and the CMS/CMDBs, including sample audits.
  • Discovery, Manage and maintenance of CIs and assets inventory, including dependencies and attributes, making sure that modifications, withdrawals, and additions of existing ones are correctly recorded by the teams in charge of the tools to ensure that the vendor contracts are complied with.
  • Perform daily and long-term operational and strategic management of hardware and software, which includes planning, monitoring, and recording hardware assets and/or software licenses to make sure they comply with vendor contracts in different software tools.
  • Evaluate performance metrics against the defined critical success factors of SACM and institute actions to correct shortcomings or further streamline the process as necessary.
  • Partner with procurement to ensure we have the optimum licensing for its needs and produce reports of software entitlements versus usage on a regular basis.
  • Use or provide the configuration management data to facilitate Impact Assessment for RFCs and to ensure that implemented changes are authorized.
  • Identify specific training needs, promote use of the change process, and report any deviation detected in the IT infrastructure from the status and/or composition as registered in the CMDB.
  • Perform regular checks, ensuring that the information contained in the CMDB is an exact representation of the CIs installed in the live production environment.
  • Ensure no CIs are added or modified without the required authorization and those modification are adequately recorded in the CMDB.
  • Ensure that CI details are updated as the CI goes through the lifecycle.

    • Strategic Evaluation, Planning, and Identification (30%) 
  • Define the CMDB plan, including purpose, scope, and objectives.  Define Classes, naming conventions, roles and responsibilities, and interfaces with other systems.
  • 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.
  • Evaluate, define, and continually improve the SACM processes, which includes hardware infrastructure (network, server and security on-prem and cloud), end-user devices, and software (SAM).
  • Drive the development of the SACM strategy and roadmap, designing, developing, and implementing the SACM & SAM processes and procedures, including driving the requirements in ITSM tooling to support the process.
  • 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 asset management and performance, collaborating with internal stakeholders to incorporate decisions into organizational practices.
  • Manage compliance and identify improvements to ensure that the processes continue to be effective and efficient, and work with technical and application process managers to deliver this.
  • Manage the approach for integration with Internal and Supplier CMDBs as required, including CI Exchange interfaces and reconciliation rules.
  • Define and enhance scheme for identifying hardware and software-related assets as well as Cis, including versioning and dependencies in the asset management tools, attributes, the Contract management library, and the CMDB.
  • Review any additional asset management related processes for efficiency and key performance indicators.  Redesign and implement as needed to ensure continuous improvements.
  • Monitor, audit, create/modify, and maintain SACM tools and process with an eye for trends and improvements.
  • Deploy SACM process, ensuring effective interfaces with other relevant processes, i.e., Incident, Problem, and Change Management.

    • Other (20%)
  • Document, communicate and deliver training on the processes and requirements around asset management, and the CMS and CMDBs.
  • Take part in other ITSM processes, or as required perform as a back up to maintain operational activities.
  • As the SACM Process matures and becomes more effective and efficient, role may expand to support other ITIL processes as required.
  • 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+ year process/project management experience in an IT environment.
  • Recent experience with ITSM, demonstrating strong process knowledge.
  • Demonstrated experience and ability in executing strategic asset and configuration management processes successfully.
  • 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.
  • Recent and extensive experience, and domain expertise of SACM, SAM and CMS, and CMDBs.
  • Demonstrated excellent knowledge of IT software and hardware and related licensing agreements.
  • Demonstrated excellent knowledge of how SACM and License Management processes integrate and interact with other ITIL processes.
  • Demonstrated ability to advise on strategy/approach on implementing SACM, having in-depth experience of ITSM process improvement and implementation.
  • 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.)
  • 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.
  • Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations 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

    Internal Number: 204521
    About University of Washington
    Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.
    More Jobs from This Employer
    BACK TO TOP
    false
    Help is on the way!
    We're sorry you are having trouble applying for this job.

    Please try loading this job using the following link before submitting your help request:
    Powered By Naylor Association Solutions