ITSM Specialist

What is Aspirion?

Aspirion Health Resources is an industry-leading provider of complex claims management services. We specialize in Motor Vehicle Accidents, Worker's Compensation, Veterans Administration and Tricare, Complex Denials, Out-of-State Medicaid, and Eligibility and Enrollment Services. Our employees work in an environment that is both challenging and rewarding. We ask a lot out of our team members and in return we offer flexibility, autonomy, and endless opportunities for advancement. As we are committed to growth within the complex claims industry, we offer the same growth to our employees.

What do we need?

We are seeking an experienced ITSM Specialist for our growing healthcare revenue recovery company. Working with service owners and other process manager, the ITSM Specialist is responsible for the day-to-day management of Aspirion's ITSM policies and processes. This includes the allocation of resources assigned to processes, while also monitoring and reporting on the process performance and identifying opportunities for continuous improvement.

Responsibilities

• Delivers high-quality service focused on responsiveness, assurance, and empathy. Builds and leverages strong relationships to achieve shared objectives, influence others to take action, and gain insights into customer pain points, challenges and needs. Acquires data from diverse sources, analyzes complexities and inconsistencies to solve problems, and translates information into written, digestible documentation. Distributes and presents information to a variety of customers and stakeholders.
• Escalates ITSM process and system issues for staff and costumers to ensure prompt resolution
• Resolves reported ITSM process and system issues and errors in a timely manner
• Trains, documents, and educates end-users on everything that is ITSM at Aspirion
• Maintains subject matter expertise (SME) in ServiceNow. Maintains currency with service management methodologies, frameworks and trends
• Consults with MSP, IT managers, and other departments as required
• Acts as Aspirion's Change Manager and leads the Aspirion weekly CAB. Accountable for the day-to-day activities of the Change Management process, ensuring appropriate resources are engaged and communication provided to all levels of the organization. Drives the maturity and roadmap for this Change Management process
• Accountable for day-to-day oversight of the development and activities in the maturing IT service management transition program. Builds on the initial in-place program and works on adoption and improvement
• Acts as Aspirion's Incident Manager when Aspirion's MSP escalates
• Procures and maintains a list of all managed assets
• Provides regular status reports to management
• May be required to act as "flight control" for any issues or projects as assigned by the Manager or Director of IT Operations
• Participate in IT Operations projects and tasks
• Other duties as assigned

Work Environment

This job operates in a professional office/home office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This role can be performed in a fully remote capacity.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool, as necessary.

AAP/EEO Statement

Equal Opportunity Employer/Drug-Free Workplace: Aspirion is an Equal Employment Opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, pregnancy, religion, national origin, ancestry, medical condition, marital status, gender identity citizenship status, veteran status, disability or veteran status. Aspirion has a Drug-Free Workplace Policy in effect that is strictly adhered to.

Requirements

• Strong understanding of organizational Change/Incident/Problem management and techniques to embed new behaviors and process in an organization
• Strong understanding and experience in ITIL Service Management processes and how they integrate with other tools and ticketing systems
• Exemplary professionalism and proven ability to facilitate meetings with numerous stakeholders including Strong interpersonal, written, and oral communication skills
• Self-motivated
• Time management and ability to prioritize tasks and projects
• Proficient functional documentation skills and experience presenting ideas and solutions in nontechnical, business-friendly terms
• Ability to assess problems and prioritize accordingly with various immediate and long-term objectives, with proven analytical and problem-solving abilities
• Ability to develop positive working relationships and strong rapport with team members

Education and Experience

• High-School Diploma or GED required
• Bachelor's degree in IT, computer science, or related technology field is preferred
• ITSM Certification is required, ITIL Foundation certification preferred
• IT Technical Certifications preferred
• 3-5 years of relevant ITSM experience
• Industry-specific certification in relevant computer operating systems, networking, or software is preferred. MCSE or MCITP desired

Benefits

At Aspirion we invest in our employees by offering unlimited opportunities for advancement, a full benefits package, including health, dental, vision and life insurance, matching 401k, competitive salaries and incentive programs.