Job Description
The IT Operations Management (ITOM) Process Coordinator supports the reliable, observable, and resilient delivery of IT services by ensuring effective day‑to‑day execution and alignment of IT Operations Management processes. This role contributes to the design, governance, and continuous improvement of ITOM capabilities—including CMDB lifecycle governance, Discovery, Service Mapping, Event Management, Monitoring, and automation—to strengthen operational readiness and measurable service performance. Working closely with ITSM/ITOM leadership, platform teams, and operational stakeholders, the ITOM Process Coordinator helps ensure ITOM processes operate consistently, align with organizational standards, and advance service reliability across the enterprise. Operating across both ITSM and ITOM domains, the role supports evolving organizational priorities by enabling integrated service workflows that enhance visibility, stability, and end‑to‑end service assurance.
WHO WE ARE
Franciscan Health is a leading healthcare organization dedicated to providing exceptional patient care and promoting health and wellness in our community. Our mission is to ensure that every patient receives the highest quality of care through innovation, compassion, and excellence. With 11 ministries and access points across Indiana, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers who provide compassionate, comprehensive care for our patients and the communities we serve.
Weekly Call Rotation once a month.
WHAT YOU CAN EXPECT
CMDB and Configuration Management: Support CMDB and configuration management by maintaining CI accuracy, completeness, and timeliness in alignment with ITIL and CSDM standards; performing routine data quality checks to identify stale, duplicate, or incomplete CIs and coordinating remediation with platform and operations teams; supporting end to end CI and service lifecycle management from onboarding through change and retirement; and assisting with the documentation and maintenance of CI models, attributes, and relationships to ensure reliable, well governed configuration data across the environment. Event Management and Monitoring: Support execution and continuous improvement of Event Management processes, including alert routing, correlation, and signal to noise reduction, enabling proactive detection, trend analysis, and prevention of repeat and critical incidents.
ITOM Process Execution and Support: Support the day to day execution of ITOM processes—including CMDB, Discovery, Service Mapping, Event Management, Monitoring, and automation workflows—by ensuring consistent adherence to defined policies, standards, and handoffs, and by coordinating process activities across infrastructure, cloud, SRE, and operations teams to maintain reliable and well aligned operational practices.
Process Engineering and Documentation, Metrics, Reporting and Data Quality: Develop and maintain ITOM process documentation—including workflows, procedures, runbooks, and supporting artifacts—by defining clear process inputs, outputs, controls, and handoffs across ITOM and ITSM practices, while ensuring a single, authoritative source of truth for all ITOM process materials; track and report key ITOM performance metrics such as discovery coverage, CMDB health, and event noise reduction; support data validation and quality checks across CI data, discovery results, and monitoring outputs; and identify trends, gaps, and improvement opportunities, escalating findings to ITSM/ITOM leadership to drive operational maturity and continuous improvement.
Data Accuracy and Lifecycle Management: Support CMDB and ITOM data accuracy, completeness, and timeliness in alignment with ITIL and CSDM standards by performing routine data quality checks to identify stale, duplicate, or incomplete CIs and coordinating remediation with platform and operations teams; enable end to end CI and service lifecycle management from onboarding through change and retirement; and ensure lifecycle states are properly maintained and integrated with Incident, Change, Problem, and Asset processes to uphold reliable, well governed configuration data across the environment.
Platform and Enablement Leadership and Stakeholder Collaboration: Support ITOM processes enabled through the Service Management platform by assisting with the validation of platform enhancements and configuration changes, and coordinating with platform teams to ensure workflows and automations align with defined process requirements; act as a liaison between ITSM/ITOM Process Coordinators and operational teams by participating in working groups and governance forums, and assist with communication and education efforts to promote understanding, adoption, and best practices for ITOM processes across the organization.
QUALIFICATIONS
Required High School Diploma/GED
Required Bachelor's Degree
Required In Lieu of degree, 10 years of experience required
3 years IT Operations/Observability/Platform with experience in ITOM capabilities and processes (Discovery, Event/Alert, CMDB governance, service mapping) Required
2 years IT Service Management processes (Incident, Change, Request, Problem, Knowledge, SAM, and/or APM) Preferred
Licensure - . ServiceNow Certified System Administrator course within 90 days
Licensure - . ServiceNow Suite Data course: CMDB and CSDM
Lean Six Sigma - Yellow Belt - .
Information Technology Infrastructure Library (ITIL) - AXELOS
Certified System Administrator - ServiceNow
TRAVEL IS REQUIRED:
EQUAL OPPORTUNITY EMPLOYER
It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.
Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.
Franciscan Alliance is committed to equal employment opportunity.
Franciscan provides eligible employees with comprehensive benefit offerings. Find an overview on the benefit section of our career site, jobs.franciscanhealth.org.