IT Service Readiness Coordinator

Roanoke, VA, US, 24016

Job Summary

IT Service Readiness Coordinator



The Process Coordinator is responsible for ensuring that the IT process generates the desired outcomes in such a way that it serves in the best interest of the organization. Independently manages assignments and meets deadlines.

Serves as a resource for IT processes. This position will have contact with both external and internal customers and is expected to work in a professional manner. The duties performed by this position may have an organization wide effect and allow access to confidential information related to both patients and staff. Incumbents of this position will be required to make timely, effective decisions using independent judgment and discretion within the appropriate guidelines defined by leadership.


Specific Responsibilities:


  • Enable the Knowledge Management Strategy of the TSG department and use the Data, Information, Knowledge, Wisdom (DIKW) model to align knowledge needs with meeting the IT needs of Carilion Clinic
  • Coordinate new hire onboarding knowledge transfer artifacts, checklists, etc.
  • Proactively identify knowledge gaps within the department
  • Develop communication / transfer plans to communicate knowledge where needed within the department.
  • Identify and manage a catalog of knowledge providers, resources, etc. to facilitate the growth and development of resources and remediate skill and knowledge gaps within the department.
  • Coordinate opportunities to remediate knowledge gaps within the department (mentor programs, learning events, classroom training, online learning, etc.)
  • Ensure there is knowledge transfer to enable the customers and users to optimize their use of the service to support operational activities.
  • Ensure skills and knowledge are transferred to service operation so they can deliver, support and maintain the service efficiently and effectively.
  • Ensure the use, growth and usefulness of knowledge base repositories, skills and interests inventories, etc.
  • Collect data regarding knowledge, skills, abilities and interests of resources within the department.
  • Measure and report on KPIs for knowledge management, including entries in the known error database, knowledge article usage, top missing skills, etc.
  • Serve as product owner of tools/solutions used for managing knowledge data (skills inventories, knowledge article repositories, CSI registers, etc.)

Based in Roanoke, VA, we are an award-winning, community-based network of hospitals, primary and specialty physician practices, and affiliations with prestigious academic medical institutions. Explore how joining a regional leader can enhance your ability to learn, grow, and succeed.

Minimum Qualifications

Education: High school degree required. Associates/Bachelor’s degree in computer science, information systems, healthcare, business or equivalent experience required.  Master’s degree preferred.  

Experience: Minimum of five years of related experience is required. Advanced knowledge of office automation software (word processing, spreadsheets, email and presentation software) required.

Licensure, certification, and/or registration: Maintain application vendor certifications as needed.  ITIL V3 Foundation Certification required. Valid VA driver’s license.  PMP preferred.

Other Minimum Qualifications: 

  • Must be a self-initiated team player that can work under little supervision, with strong organizational and analytical skills.
  • Must be able to work both independently and in a team setting and serve as a mentor to others in the department. 
  • Must be capable of prioritizing multiple projects and meeting deadlines.
  • Effective oral and written communication, presentation and problem solving skills required.
  • Will require on-call for coverage.
  • Primary business hours Monday-Friday with weekend, holiday and on call coverage as needed.
  • Occasional overnight travel required. 
Our Values

Below are our core values that we strive to embody and expect of all our team members:

CommUNITY:  Working in unison to serve our community, our Carilion family and our loved ones.

Courage:  Doing what’s right for our patients without question.

Commitment:  Unwavering in our quest for exceptional quality and service.

Compassion:  Putting heart into everything we do.

Curiosity:  Fostering creativity and innovation in our pursuit of excellence.


Requisition Number: 28629 
Employment Status: Full time 
Location: Technology Services Group 
Shift: Day 
Shift Details: M-F, 8-5, available after hours and weekends as needed
Recruiter: ROBERT J WAY 
Recruiter Phone: 540-983-4070 
Recruiter Email:

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning
hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.

Equal Opportunity Employer

Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity

Carilion Clinic is a drug-free workplace.

Nearest Major Market: Roanoke

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