Lead, Information System and Knowledge Management

Salary

The salary range for this position is CAD $46.37 - $66.66 / hour

Job Summary

We are proud of the innovation, dedication, partnership and tenacity of our physicians, employees and volunteers. More than any building or technology, it's our people who make Fraser Health distinct.

As the Lead, Configuration Management you will provide innovative service design, operational leadership, and hands-on expertise to Fraser Health Informatics leaders within a busy ITSM portfolio of the Service Management Office. You will have the opportunity to combine your expertise in IT Service Management, ServiceNow, Configuration Management, and data governance to recommend, develop, implement, and continuously improve Configuration Management processes and practices across Fraser Health and the provincial health sector.

You will play a key role in leading the design, implementation, operation, and governance of the Configuration Management Database (CMDB), ensuring accurate, trusted, and actionable configuration data is available to support service delivery and operational decision-making. You will illustrate strong communication, collaboration, and leadership skills through coordinating Configuration Management activities with Fraser Health, Provincial Health Services Authority, Shared Health Services organizations, vendors, service providers, and business stakeholders.

You will leverage your analytical abilities, creativity, initiative, and attention to detail as you develop innovative approaches to data quality improvement, establish enterprise standards, and implement a distributed accountability model that empowers configuration item owners to maintain the accuracy of foundational service data.

Candidates must have demonstrably strong project management and stakeholder engagement skills involving large-scale or complex initiatives, exceptional written and verbal communication skills, and the ability to develop detailed documentation, business cases, governance proposals, standards, and executive recommendations. Current ITIL certification and demonstrated expertise with ServiceNow Configuration Management are required.

Build on your career experience as you

Lead the design, implementation, operation, governance, and continual improvement of Fraser Health and provincial Configuration Management practices.

Lead the implementation, administration, maintenance, and evolution of the Configuration Management Database (CMDB).

Work collaboratively with Fraser Health, provincial partners, vendors, and service providers to establish and maintain Configuration Management standards, policies, processes, and governance models.

Develop and implement a distributed CMDB accountability model that clearly defines ownership and accountability for Configuration Item (CI) data quality across the organization.

Define and document roles, responsibilities, standards, controls, and performance measures related to Configuration Management and CMDB governance.

Establish data quality monitoring practices, metrics, dashboards, and reporting processes to measure CMDB health, completeness, accuracy, and compliance.

Work with application owners, service owners, technical teams, and business stakeholders to ensure Configuration Items and service relationships are accurately identified, documented, and maintained.

Partner with internal and external stakeholders to integrate configuration data from multiple platforms, tools, and technology vendors into the provincial CMDB.

Ensure configuration data is consistently updated, validated, and maintained in accordance with approved standards and governance requirements.

Provide guidance and expertise regarding Configuration Management and foundational service data to project teams, operational teams, and leadership.

Utilize ServiceNow capabilities and best practices to improve Configuration Management processes, automation, reporting, data quality, and user experience.

Support Incident, Problem, Change, Security, Asset, Risk, and Service Management practices through the delivery of reliable and trusted configuration data.

Create and maintain standards, procedures, governance documentation, operating models, training materials, and implementation roadmaps related to Configuration Management.

Analyze data quality issues, identify root causes, and develop innovative solutions that improve operational effectiveness and reduce service risk.

Present Configuration Management performance, compliance metrics, and risk information to operational and executive leadership.

Represent Fraser Health on provincial working groups, committees, and initiatives related to Configuration Management, CMDB strategy, and ServiceNow platform governance.

Provide support to Senior Leadership through detailed opportunity analyses, strategic recommendations, governance proposals, participation in issues management discussions, and representation on functional working groups and committees.

Here is what we would like you to have

Bachelor's degree in Health Information Science, Computer Science, Software Engineering, Information Systems, Business Administration, or a related discipline.

Current ITIL Foundation certification or higher.

Seven (7) years of related experience in a large, complex organization.

Demonstrated experience with ServiceNow, with a particular focus on Configuration Management, CMDB administration, data governance, and foundational platform data.

Experience developing, implementing, and governing enterprise processes and standards.

Experience leading complex projects involving multiple stakeholders, vendors, and service providers.

Strong analytical, reporting, and data visualization skills.

Demonstrated experience preparing executive-level reports, recommendations, business cases, standards, governance documents, and strategic proposals.

An equivalent combination of education, training and experience is acceptable.

We are looking for disciplined, highly motivated, innovative, and results-oriented