Senior ITSM Process Coordinator

Franciscan Health

. Own and govern assigned ITSM processes in alignment with organizational standards, risk tolerance, and service objectives .

Posted 11/9/2026full-timeRemote • United StatesSenior💰 $45 - $62 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management (ITSM) processes, including Incident, Change, Problem, Request, Release, Knowledge, and Application Portfolio Management, while ensuring alignment with ITIL standards and organizational objectives. Proven ability to facilitate governance forums and translate business needs into effective process designs.

Highest-signal resume keywords

IT Service Management (ITSM)Governance FacilitationServiceNow Certified System AdministratorInformation Technology Infrastructure Library (ITIL)Cross-Functional Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITSM Process OwnershipWorkflow DesignProcess Re-EngineeringAutomation EnhancementsReporting within Service Management

Soft Skills

LeadershipCommunicationCollaboration

Tools & Technologies

ServiceNow SuiteCMDBCSDM

Certifications & Qualifications

ServiceNow Certified System AdministratorInformation Technology Infrastructure Library (ITIL)Lean Six Sigma - Yellow Belt

Industry Keywords

Governance ForumsCABsPIRsProcess StandardsRisk Tolerance

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Own and govern assigned ITSM processes in alignment with organizational standards, risk tolerance, and service objectives
Serve as escalation point and process authority during high-impact scenarios such as emergency changes
Facilitate governance forums including CABs, PIRs, and process reviews
Represent the process in audits and leadership discussions
Lead design and re-engineering of ITSM processes
Define current-state and future-state workflows, process standards, controls, integration points, and governance requirements aligned with ITIL and organizational objectives
Translate business, clinical, and operational needs into process and workflow designs
Align interconnected practices including Incident, Change, Problem, Request, Release, Knowledge, and Application Portfolio Management
Define business and process requirements for workflow enhancements, automation, and reporting within the service management platform

Requirements

What you’ll need

High School Diploma/GED required
Bachelor's Degree required
In lieu of degree, 10 years of experience required
5 years ITSM with ownership of two core IT Service Management or IT operation processes required
3 years cross-functional coordination with Ops, Application Teams, and Service Desk to improve service reliability and customer outcomes preferred
2 years governance facilitation preferred
ServiceNow Certified System Administrator course
Information Technology Infrastructure Library (ITIL) course
ServiceNow Suite Data course: CMDB and CSDM
Lean Six Sigma - Yellow Belt
Certified System Administrator - ServiceNow
Information Technology Infrastructure Library (ITIL) - AXELOS
Travel is required: Never or Rarely

Benefits

Comp & perks

Comprehensive benefit offerings for eligible employees