Transforming Healthcare Delivery - University Health Network (UHN) is Canada's largest academic health sciences center and is affiliated with the University of Toronto. Building on the strengths and successes of our four remarkable hospitals and academic institutes: Toronto General Hospital, Toronto Western Hospital, Princess Margaret Hospital, Toronto Rehabilitation Institute, and Michener Institute, UHN brings together new tools, technologies and talent to make us an international leader in healthcare and the ideal place to build your health technology career. For more information on UHN, visit www.uhn.ca.
UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.
Overview of the position:
The Configuration Manager will be responsible for the governance and accuracy of the Configuration Management Database (CMDB). This role will work closely with the IT Application teams, Infrastructure SMEs, IT Architects, Project Management Staff and Senior Management Teams at UHN to create standards, naming conventions, policies and procedures to ensure consistency, accuracy and best practices. The Configuration Manager will then be responsible for creating the governance procedures to ensure all standards, processes and data accuracy are maintained.
Responsible for defining, designing, implementing and maintaining successful Configuration Management and Asset Management policies and processes
Designs, implements and evolves processes to record and track Configuration Item state throughout the asset lifecycle along with attributes and relationships
Develops, plans and operationalizes the population of the CMDB using various automation tools including auto discovery and or manual processes
Designs audit procedures to ensure the accuracy of the CMDB data.
Works with Digital teams to operationalize the audit, evaluate the results, and implement remediation actions as required
Responsible for the execution of process controls, ensuring that staff comply with process and data standards.
Design, implement and evolve processes and procedures to analyze stakeholder waste (incompliance, missed optimization opportunities, etc.)
Responsible for ensuring process awareness by conducting trainings, coaching and mentoring
Process performance monitoring and reporting, complying with the UHN digital policies
As the process owner, guide the organization to implement best practices while complying with leading ITSM/ Configuration Management frameworks such as ITIL
Responsible to ensure that Configuration Management aligns with Operational Processes, such as asset management, Incident management and service desk support.
Auditing and Reporting
Ensures processes follow UHN data, privacy and security standards and policies
Directs, prioritizes and schedules audits; ensures that any corrective action identified in Process and/or Database audits are carried out by Digital Teams
Ensures compliance of all Configuration Management policies and procedures by Configuration Management stakeholders. Provides training as required
Contributes to the evaluation of Configuration Management tools and recommends those that best meet the organization's requirements
Ensures data entry is timely and accurate and auditable
Ensures appropriate security and access levels to the Configuration Management System
Designs, develops and shares reports with senior leadership including; gap analysis reports, Configuration Item status reports, and asset management reports
Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions
Creates and maintains a Configuration Management Dashboard in Service Now
Keeps current with industry standards and recommendations for best practices in Configuration Management
Project and Product Tasks
Performs cross-functional and/or other duties consistent with the job classification, as assigned or requested
Participates in project and product development lifecycle by evaluating requirements, interviewing stakeholders, providing CMDB-related questions and feedback, evaluating solutions, producing appropriate reports, and following up on recommendations
Manages multiple configuration management-related projects and presents status updates to senior leadership
Document and report on all Configuration Management decisions and changes
Provide timely updates
Update knowledge articles, where appropriate
Enter time in the Digital Time Capture System (ChangePoint).
Represents UHN Digital in a professional manner with internal and external stakeholders
Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention’s of the Act, in a timely manner.
KNOWLEDGE (Bona Fide Occupational Requirement(s)
At minimum, completion of a bachelors degree in Computer Science/Information Technology or recognized equivalent required
At minimum, over 4 years up to and including 6 years practical and related experience and/or 2 years on-the-job training required
ITIL v3 Intermediate Certification (PPO/RCV or ST/SO) required
Excellent interpersonal and written communication skills
Proven leadership, project and organizational skills to work with all levels of management and execute work activities to meet IT and customer expectations
Ability to manage time and meet multiple deadlines in a hectic work environment
Detailed orientated, process focused, self-motivated and the ability to multi task
Communicates in a clear, concise manner both written and verbal
Must have strong leadership skills
Able to work with minimal supervision on simple to moderately complex tasks
Able to work with multidisciplinary teams in a positive and productive manner
Ability to effectively deal with high priority unscheduled tasks and problems
Understands how various issues affect each other and the outcome of projects
Self-motivated team player
Ability to operate a personal computer and working knowledge of Windows 7, Microsoft Office and Outlook
Customer service excellence
Service Now experience is an asset
Experience working in healthcare or regulated environment of similar complexity preferred
Experience with ITIL processes
Working experience with ServiceNow
Working knowledge of Configuration Management principles, concepts, practices and CM Standards (ie: CMII, EIA-649, ISO10007 or AS9100)
Experience and knowledge of Incident, Problem and Change Management principles, methodologies and tools
Experience with process development
POSTED DATE: Feb 19, 2020 CLOSING DATE: March 12, 2020
Posting # 855294
For current University Health Network employees: only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qualifications should apply.
UHN Digital thanks all applicants, however, only those selected for an interview will be contacted.
UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide for the open position. Applicants need to make their requirements known when contacted. For more information about UHN, do visit www.uhn.ca