Joshua Wilcox Email and Phone Number

I support anything Change Management related:Process Design Process Continuous Improvement Process TrainingProcess IntegrationProcess CommunicationProcess SupportProcess Documentation

•Responsible for full scope of the Service Management process infrastructure design, development, and implementation as well as the Service Management tool integration and alignment of IS infrastructure support processes to ITIL framework and IS needs, mission, and vision.•Creates, implements, and supports customized best practice Service Management support process methodologies to ensure system availability and dependability. •Supports all aspects of the Service Management processes to ensure audit and regulatory compliance.•Responsible for Service Management activity reporting, dashboard creation, and support as needed.•Provides mentorship and direction to other Service Management staff and IS staff to ensure understanding and support of the Service Management processes and Service Management framework.•Leads project management activities as needed including meeting facilitation, planning, documentation, monitoring, and executing.•Educates new and existing personnel in Service Management concepts and practices.•Prepares and presents a variety of professional documentation (reports, agendas, & strategic planning).•Provides and develops Service Management system reporting, dashboards, control, and administration as needed and assists with software development within the Service Management tool.

•Provides leadership and performs a variety of duties related to the coordination of IT Infrastructure Library (ITIL) Problem and Change Management processes. •Works to solve service problems related to Information Services within Essentia Health as well as prevent the reoccurrence of problems/errors. •Conducts Root Cause Analysis meetings.•Works towards solutions to enhance and improve Essentia Health Information Services Service Management. •Identifies and implements new polices and procedures to ensure IT services are efficiently delivered while maintaining value to customers, employees, and the IS infrastructure.•Ensures all Problem and Change Management policies, procedures and standards are fully enforced, conducts training as needed, and implements new procedures as needs are identified. •Provides guidance for all Problem and Change Management processes, day-to-day activities and tracking of Problems and Changes. •Utilizes a high level of customer service skill to establish and enhance positive relationships with patients, co-workers, and others.•Provides direction on the application of the ITIL framework to promote standards and guidelines within Information Services.

•Knowledge and experience with ITIL standards, LEAN methodology, and extensive knowledge of the change, problem, and incident processes.•Account Focal for a variety of accounts, and Subject Matter Expert status on primary accounts.•Supported contract negotiations, and lifecycle process implementation initiatives.•Extensive knowledge of Microsoft Word, Excel, Outlook, and PowerPoint•Conducted change, problem, and incident meetings.•Acted as point of escalation for scheduling slips, communicated inefficiencies and deficiencies to the process owners, and assisted in resolution of change assignment issues.•Reviewed failed/canceled changes to identify root cause.•Directed users to steady state education, and assisted in creation of steady state education.•Reviewed change, problem, and incident records for compliance, and rejected for process issues as required.•Documentation of all processes relating to problem, change, and incident management.•Development and enforcement of change control policies and procedures•Point of contact for various internal and external audits, including Sarbanes-Oxley (SOX)