IT Consultant - Service Catalog Process Owner

Duke University, United States

Updated: about 2 hours ago
Location: Durham, NORTH CAROLINA

School of Medicine

Established in 1930, Duke University School of Medicine is the youngest of the nation's top medical schools. Ranked sixth among medical schools in the nation, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where interdisciplinary collaboration is embraced and great ideas accelerate translation of fundamental scientific discoveries to improve human health locally and around the globe. Composed of more than 2,600 faculty physicians and researchers, nearly 2,000 students, and more than 6,200 staff, the Duke University School of Medicine along with the Duke University School of Nursing, and Duke University Health System comprise Duke Health, a world-class academic medical center. The Health System encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Health Integrated Practice, Duke Primary Care, Duke Home Care and Hospice, Duke Health and Wellness, and multiple affiliations.

CONSULTANT, IT – Service Catalog Process Owner

OASIS Research Technology Solutions (RTS)
Job Summary
Reporting to Director, Research Technology Solutions (RTS) the IT Service Catalog Process Owner directly engages Operational leaders across the Duke University School of Medicine (SOM) and Duke Health Technology Solutions (DHTS) during all or part of the Solution Delivery Lifecycle (SDLC). 

The Service Catalog Process Owner has overall responsibility for the production and ongoing maintenance of the Service Catalog.

Responsibilities include understanding customer requirements and facilitating the development and continual improvement of OASIS RTS services that meet those requirements.  This role also helps ensure that RTS services are accurately documented and appropriately understood by customers and IT partners.

The IT Service Catalog Process Owner must be viewed as the OASIS RTS team’s trusted partner, advocate and change agent.

Major Accountabilities:

Strategic Planning (30%)

  • Identify Services that should be included in the Service Catalog
  • Document the Service offering in terms familiar to the audience.
  • Ensure all stakeholders sign-off on the Service offering.
  • Ensure the publication of new Service Offering
  • Maintain published Service Offerings
  • Assist in communication and promotion of the Service Offering

Service Portfolio Management (50%)

  •  Sponsors the process by ensuring the Catalog Manager has adequate access and training to conform.

to best practices and meet the needs of the organization

  • Sponsors the communication campaign to promote awareness and acceptance of the Catalog.

Management process 

  • Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to

measure success and obtain formal approval for the Catalog Management process and its associated procedures. 

  • Monitors and reviews the execution of the Catalog Management process at a high level, ensures it

remains consistent with the organization’s current culture and IT Service Management strategy and ensures coordination with all other IT processes. 

  • Participates in the IT Governance activities.

Engagement (10%)

• Participate and collaborate with RTS Steering Committee(s) to understand their requirements, provide project and service updates, and ensure that OASIS RTS services are meeting their needs.

• Partner with RTS Consulting and Service Teams as observer and consultant for the service delivery process.

Intake Process (10%)

• Participate in the Intake Process as a gateway of new service demand. Provide documentation and propose guidance for new services.

Education 
• Bachelor’s degree in Information Systems, Computer Science, or related STEM field required*
• *Acceptable substitute is a Bachelors in Business with 10 years or relevant experience
• Master’s/Ph.D. degree preferred in Business or related STEM field
Experience 
10 or more years operating in an IT Process Management role
5 or more years of experience operating in a Healthcare, Academic Medical Center, Research, Life Sciences or regulated field
Skills & Qualifications 
In-depth knowledge of Information Technologies in support of Research
Strong Program, Project, Service and Portfolio Management skills
General knowledge of cloud-based technology services (IaaS/PaaS/SaaS)
General knowledge of quality management methodologies (OE/L6S/TQM) and best practices
Capable of working with a matrixed organization
General knowledge of current issues and challenges facing healthcare and research
A self-motivated, determined and relentless pursuit of results
Executive-level presentation skills
Exceptional customer engagement and collaboration skills
General knowledge of Research Management Systems, Clinical Trial Management Systems or equivalent.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.


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