Because we all have a role
in making care exceptional

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world.   

As an IT Service Management Process Architect, you will be responsible for designing, developing, and continuously improving information technology processes that enable clinical and business advancements. In this tole, you will lead the development and optimization of IT Service Management practices while integrating methodologies and frameworks such as LEAN, Agile, ITIL, COBIT, and ISACA standards. This position supports the alignment of IT processes with organizational goals and applies process improvement strategies across IT and IT-related functions to enhance efficiency, quality, and service delivery.

A caregiver in this role works remotely from Ohio, Florida, or Nevada, Monday through Friday, from 8:00 a.m. – 5:00 p.m.

To be considered for this position, caregivers must reside in OH, FL, or NV.

A caregiver who excels in this role will:

• Deliver standards-compliant process architectures that meet IT and Business goals.

• Collaborate with other architectural stakeholders in a project – technology architects, business architects, information architects or integration architects – and integrate their various requirements into one solution.

• Prepare solution options for running and transformational work methods including Agile.

• Contribute to the development of enterprise technology strategy.

• Provide information to development teams by sharing strategic information around enterprise standards, processes and patterns.

• Create synergies and promote reuse within and across projects by eliminating complexity, leveraging enterprise tools, and maximizing existing investments.

• Provide cross-project perspective to create benefits that extend beyond immediate project goals.

• Influence development teams to accept process compliance as a requirement in the best long-term interests of the organization.

• Promote increased understanding of process standards across the ITD organization.

• Promote deep understanding of overall process goals.

• Create process solution blueprints with maximum leverage of existing enterprise services or architectures.

• Participate in project planning.

• Advise and align delivery teams to ensure work processes adhere to higher level policy and process architecture.

• Work with Technology and Process Owners to ensure all process methods and models are fully integrated into tools and work processes.

• Collaborate across IT to account for the needs of various stakeholders in enterprise technologies.

• Co-ordinate solutions across multiple stakeholders and teams to drive implementation of enterprise-wide process as sponsored by executive leadership.

• Develop or establish data governance, policies, procedures, and standards to ensure that data is properly collected, stored, maintained, used, presented, and/or delivered.

• Provide guidance to lead and report analysts, onboard new hires, assign tasks, and serve as a data strategy advisor.

• Create and maintain data dictionaries, data modeling designs, solutions, and Business Intelligence architecture.

• Serve as Scrum team lead, support sprint planning activities, and manage the team backlog.

• Report on quarterly practice updates, define the practice roadmap, and lead Continual Service Improvement meetings.

• Serve as Change Coordinator for the practice and manage related documentation and SharePoint resources.

• Conduct the practice CMMI Process Maturity Assessment and identify opportunities for process improvement.

• Design, develop, and maintain enterprise dashboards, reports, and analytics solutions for technical and non-technical audiences.

• Analyze datasets and reports to ensure data accuracy, troubleshoot reporting issues, and improve data quality.

• Work directly with clients to gather requirements and collaborate with team members to develop new solutions.

• Plan and manage the delivery of projects and tasks while implementing and maintaining processes, documentation, and standards.

• Other duties as assigned.

Minimum qualifications for the ideal future caregiver include:

• 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 to implement them

• Experience with large, complex engagements

• Leadership experience collaborating, providing direction and taking initiative with other team members

• Top tier problem solving abilities using defined methods

• Good understanding of process frameworks and ability to implement a framework through solution blueprint

• Prior knowledge of process toolsets, ability to model enterprise capabilities and functions, business processes and technology interdependency

• Broad knowledge of process architecture concepts and best practices, standards, and industry trends

• Ability to create active and varied communication programs that reach out to business and IT, management, and the line staff and evangelize the role

• Solid understanding of enterprise technologies to include one or more of the following, IT Infrastructure technology, service and support, customer service or front-line service management

• Outstanding organizational, managerial, and interpersonal relationship skills

Preferred qualifications for the ideal future caregiver include: 

• For Information Technology Division caregivers, ITIL Foundations certification

• Advanced ITIL certification

• Applicable certifications within healthcare and information technology (examples – PMP, CPHIMS)

• Experience with Process Architecture frameworks e.g. ITIL, LEAN, ISACA, COBIT

• Reporting experience with a large, complex health system IT organization

• ServiceNow Systems Administrator with experience building complex ServiceNow dashboards

• Experience using tools such as Tableau, SQL Server, Business Object, Power BI, Crystal Reports, ServiceNow

• Background in developing data governance, policies, procedures, and standards.

• Experience designing executive-level IT Service Management dashboards, scorecards, and operational performance reporting

• Strong understanding of IT Service Management data models, metric definitions, reporting standards, and data quality controls

• Experience with ServiceNow Performance Analytics or advanced ServiceNow reporting capabilities

• Experience establishing reporting standards, metric definitions, data dictionaries, and data quality controls

• Demonstrated ability to translate complex operational data into actionable insights for technical and non-technical audiences

Physical Requirements:

• Ability to perform work in a stationary position for extended periods.

• Ability to travel throughout the hospital system.

• Ability to operate a computer and other office equipment. 

• Ability to communicate and exchange accurate information.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.