Service Management Dashboard and Reporting Process Architect - IT

Responsibilities

• Design, develop, and continuously improve IT processes to enable clinical and business advancements
• Lead development and optimization of IT Service Management practices using LEAN, Agile, ITIL, COBIT, and ISACA
• Collaborate with technology, business, information, and integration architects to integrate requirements into unified solutions
• Develop enterprise technology strategy and provide guidance on enterprise standards and patterns
• Create process solution blueprints and promote reuse across projects to eliminate complexity
• Establish data governance, policies, procedures, and standards for data collection and maintenance
• Create and maintain data dictionaries, data modeling designs, and Business Intelligence architecture
• Serve as Scrum team lead, managing backlogs and supporting sprint planning
• Design and maintain enterprise dashboards, reports, and analytics solutions for diverse audiences
• Analyze datasets to ensure accuracy and improve data quality

Requirements

• Bachelor's Degree in Information Technology, Computer Science or Business
• Nine years of IT experience
• Three years in designing and documenting process architecture and leading cross-functional teams
• Experience with large, complex engagements
• Strong understanding of process frameworks (ITIL, LEAN, etc.)
• Knowledge of process toolsets and enterprise capability modeling
• Proficiency in enterprise technologies including IT Infrastructure or service management
• Outstanding organizational and interpersonal relationship skills

Preferred Qualifications

• ITIL Foundations or Advanced certification
• PMP or CPHIMS certification
• Experience with ServiceNow Systems Administration and building complex dashboards
• Proficiency with Tableau, SQL Server, Business Object, Power BI, Crystal Reports, or ServiceNow Performance Analytics
• Background in developing data governance and executive-level ITSM reporting
• Experience translating complex operational data into actionable insights

About the Company

Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education. Headquartered in Cleveland, Ohio, it is recognized as one of the top hospitals in the nation.