Green Card Customer Solutions Manager Jobs

Company Description

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus.

Job Description

General Summary:

The IT Asset Management Program Manager is responsible for the daily and long-term strategic management of software and technology-related hardware assets within the organization. This includes planning, deploying and monitoring policies and procedures for tracking and reporting software license and/or hardware assets to ensure compliance with vendor contracts. This individual will assist in forming procurement strategies to optimize technology spending across the organization. The IT Asset Manager will also develop and implement procedures for tracking company assets to oversee quality control throughout their lifecycles. The IT Asset Manager will provide operational support and oversight to the Service Asset and Configuration Management process area by fulfilling the principal duties and responsibilities outlined below.

Key Tasks and Duties:

• Define, maintain, and update policies, procedures and work instructions for effective IT asset life cycle management (acquisition, deployment, utilization, de-installation, reallocation and disposal) of IT assets.
• Manage the maintenance of records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software.
• Minimizes organizational cost through product standardization and tracking.
• Track quality throughout the product lifetime.
• Work closely with IT Risk Management to support audit processes.
• Define metrics, gather data, and report effectiveness of IT asset management processes.
• Identify and act on process improvement opportunities.
• Maintain IT Asset Disposal Program.
• Monitor and measure IT Asset Management activities in attainment of established Operational Level Agreements.
• Act as a liaison with other departments as necessary to coordinate IT Asset Management requirements.
• Oversight of IT asset inventory tracking process.
• Monitor the IT asset management lifecycle.
• Generate status reports of IT assets.
• Participate in evaluation of the IT Asset management process.
• Research industry best practices and compare against HFHS’s practices in order to establish benchmarks for managing IT assets.
• Perform inventories and usage monitoring of all IT assets and present findings to management for action.
• Manages a staff of two asset analysts.
• Other duties as assigned.

Qualifications

Education & Experience Required:

• Bachelor’s Degree in Information Technology, Materials Management, Management Engineering, or Business.
• Master’s Degree in a related area is preferred.
• Ten (10) years of progressive experience in IT service management, information technology, management engineering, training, project management, or other IT management experience.
• Seven (7) years of experience in a healthcare setting, preferred.
• Experience in a variety of IT and/or Service Management roles, such as Change/Incident/Problem Management, Program or Project Management.
• Working knowledge of Service Asset and Configuration Management and Change Management processes as well as public frameworks such as COBIT, TQM or ISO 9000:20000.
• Strong communication skills and comfortable interacting with multiple levels of an organization, including various levels of management.
• Excellent ability to manage multiple competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• Familiarity with service management tools (i.e. Service Now).
• High level of IT literacy – MS Office (Word, Excel, and Power Point) and IT Asset Management tools (SNOW).
• Excellent inventory and cost-management skills.
• Excellent communications skills, both written and verbal, and ability to make effective presentations to senior organizational leadership.
• Ability to present ideas in a collaborative team setting and in a user-friendly language.
• Highly self-motivated and directed with keen attention to detail.
• Ability to plan, organize, monitor, and utilize IT operations resources efficiently.
• Ability to establish and meet project timelines and deliverables on implementation projects.
• Relies on extensive experience and judgment to plan and accomplish goals.
• Required to acknowledge, respond, and fulfill customer requests in a timely manner.
• Understanding of current technologies and their relation to business units.
• Knowledge of contract management principles and basic accounting principles.
• Strong ability to multi-task while maintaining focus on changing priorities.
• Strong analytical, problem-solving, negotiation, task and project management, and organizational skills.
• Performs a variety of tasks.
• Leads and directs the work of others.

Certifications Required:

• ITIL V3 Foundation certification.
• IT Asset Management (ITAM) certification, preferred.