Location: Chicago, Illinois
Business Unit: Rush Medical Center
Hospital: Rush University Medical Center
Department: IT Operations
Work Type: Full Time (Total FTE between 0.9 and 1.0)
Shift: Shift 1Work Schedule: 8 Hr (8:00:00 AM - 5:00:00 PM)
Pay Range: $46.07 - $68.64 per hour
Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush's anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.
Summary:Join Rush University Medical Center as our Request Management Process Owner and play a pivotal role in transforming how technology services are delivered across one of the nation's leading academic health systems. In this highly visible position, you will lead the design, optimization, and governance of Request Management processes and ServiceNow Request Catalog solutions that support thousands of users across the Rush system. Working closely with business leaders, technical teams, and stakeholders throughout the organization, you will help create efficient, user-friendly service experiences that drive operational excellence and enhance customer satisfaction.
This is an exciting opportunity for a process-oriented leader who is passionate about IT Service Management, ServiceNow, and continuous improvement. You will partner with cross-functional teams to analyze business needs, implement best practices, streamline workflows, and drive organizational adoption of innovative request solutions. Your expertise will directly influence how services are requested, fulfilled, measured, and improved across the enterprise.
The ideal candidate combines strong ServiceNow and ITIL experience with exceptional business analysis, communication, and problem-solving skills. If you enjoy translating complex business requirements into scalable solutions, using data to drive decisions, and leading meaningful process improvements that impact an entire organization, we invite you to join Rush and help shape the future of digital service delivery.
Responsibilities:- Design and implement Catalogs and Requests according to best practices and effective workflows
- Determine business needs across Rush University Medical Center by engaging in effective business analysis activities
- Understand customer needs and preferences and translate them into solutions
- Maintain a standard process to streamline operations, create efficiencies, and improve the customer experience.
- Maintain effective Request Catalogs in ServiceNow
- Champion organizational change (including communications, training, and support) for the overall success of the request process, including successful adoption within the organization.
- Respond with agility to rapidly changing organizational needs and coordinate improvement activities.
- Inform decisions regarding the resources and tools used in the process, including ServiceNow.
- Create and maintain data/reports that reflect process achievements.
- Use data and metrics to assess performance, find opportunities for improvement, and identify training needs.
- Engage in personal growth and training to maintain knowledge of IT service management.
Required Qualifications:- Minimum of 5 years' experience in IT, serving a complex technology environment, in the role of ITIL process management, business analyst, or related role
- Direct experience designing, implementing, and maintaining Request Catalog items in ServiceNow
- Bachelor's Degree in Computer Science, Information Systems, Business, or other relevant field. Degrees outside of computer science/information systems are acceptable if there is comparable work experience.
Preferred Qualifications:- Expertise in the ITIL framework and overall IT Service Management best practice.
- ITIL certification(s)
- Expertise in the use of ServiceNow ITSM tools
- Experience in the health care industry is helpful.
