Acadia Healthcare is a leading provider of behavioral healthcare services across the United States. Acadia operates a growing network of 250 plus behavioral healthcare facilities with approximately 11,100 beds in 39 states and Puerto Rico. With more than 23,000 employees serving approximately 75,000 patients daily, Acadia is the largest stand-alone behavioral health company in the U.S.

Acadia Healthcare’s purpose is to Lead Care With Light and our mission is to be a world-class organization that sets the standard for excellence in the treatment of mental health and addiction concerns. We strive to maintain our standing as a thought leader in the behavioral healthcare industry, providing treatment that is synonymous with compassion and innovation.

We are looking for an onsite IT Service Assurance Agent for our corporate office in Franklin, TN.

We are seeking a detail-oriented and proactive Service Assurance Agent to join our IT team. This is a key role in ensuring the reliability, performance, and continuous improvement of IT services. This includes monitoring service delivery, supporting incident and problem management, and assisting in the administration, support, and optimization of productivity tools used across the organization. 

ESSENTIAL FUNCTIONS: 

Service Monitoring & Reporting: 

• Monitor IT systems and services to ensure availability and performance. 

• Generate and analyze service performance reports to identify trends and areas for improvement. 

Incident & Problem Management: 

• Respond to and resolve service-related incidents and problems. 

• Escalate issues as needed and ensure timely resolution. 

• Participate in root cause analysis and implement corrective actions. 

Change Management Support: 

• Review and assess change requests for potential service impact. 

• Ensure changes are documented, tested, and communicated effectively 

Productivity Tools Administration: 

• Assist in the administration and support of productivity tools such as Microsoft 365, Teams, SharePoint, and other collaboration platforms. 

• Monitor usage and performance of these tools to ensure optimal functionality. 

• Provide user support and training as needed to enhance adoption and efficiency. 

Quality Assurance & Compliance: 

• Ensure IT services comply with internal policies and external regulations. 

• Conduct audits and assessments to maintain service quality. 

Customer & Stakeholder Communication: 

• Serve as a liaison between IT operations and business units. 

• Communicate service status, updates, and improvement initiatives clearly and effectively. 

Documentation & Knowledge Management: 

• Maintain accurate records of incidents, problems, changes, and service performance. 

• Contribute to the development and maintenance of knowledge base articles and service documentation. 

OTHER FUNCTIONS:  

• This role may have limited travel to facilities and business sites as necessary to support IT initiatives, ensure service standards, and gather first-hand feedback. 

• Perform other duties as assigned. 

STANDARD EXPECTATIONS: 

• Comply with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.  

• Communicate clearly and effectively. 

• Develops constructive and cooperative working relationships with others and maintains them over time. 

• Encourages and builds mutual trust, respect and cooperation among team members. 

• Maintains regular and predictable attendance.  

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS: 

• 3-5 years of relevant IT work experience. 

• Familiarity with ITSM frameworks (ITIL certification a plus). 

• Strong organizational skills with the ability to handle multiple priorities and projects. 

• Excellent presentation skills and an ability to engage audiences. 

• Exceptional verbal and written communication skills. 

• Experience with ServiceNow or other ITSM platforms. 

• Superior problem-solving ability. 

• Ability to act independently. 

• Ability to build relationships and work well across functions. 

• Experience in a collaborative team environment, delegating workload and responsibilities. 

• Maintains direction and focus through proactive planning and organized approaches to work. 

• Demonstrated poise and grace under pressure. 

• Experience supporting productivity/collaboration tools such as Microsoft 365, Teams, and SharePoint. 

• Strong data analysis and reporting skills (Excel, Power BI, or other reporting tools). 

• Communicates a “can-do” attitude and positive outlook, minimizing negative behaviors. 

• Demonstrates initiative and resourcefulness. 

• Establishes goals, monitors progress toward them and ultimately achieves these goals. 

• Willingness and ability to travel to business sites as required. 

LICENSES/DESIGNATIONS/CERTIFICATIONS: 

• National IT Certifications related to role preferred. 

KEY COMPETENCIES 

• Service monitoring and incident trend analysis 

• IT service reporting and dashboard creation 

• Cross-team collaboration and communication 

• Productivity tool support and optimization 

• Process improvement and solution development 

• Flexibility to support both remote and on-site IT needs 

SUPERVISORY REQUIREMENTS:  

​​This position is an Individual Contributor​ 

While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances  
(e.g. emergencies, changes in workload, rush jobs or technological developments) dictate.