$250K — $500K+*
The Manager, IT Service Management will be principally responsible for the design, implementation, review, and improvement of IT Service Management (ITSM) processes, platform, and functions within the Information Services and Technology (IST) division and for other service facing units on campus, as appropriate. The Manager will provide hands on management and support for the ITSM platform, associated applications, templates, policies, and procedures, develop and maintain the service catalog and asset management databases within the ITSM platform, monitor service management performance, provide analysis/reporting, maintain the IT Service Desk knowledge articles, IST Website, and service catalogs, work with IST leaders to gather requirements for ITSM platform, identify process workflows that can be improved, and design and implement new modules or functionalities within the ITSM suite to meet those needs. The Manager will also provide Level 2 support for applications that support business productivity, and non-credit training/professional development, as needed. The position is expected to exhibit a high level of problem-solving ability and resourcefulness and is competent to work on complex projects independently and with minimal supervision. The position operates under deadlines and often handles multiple assignments concurrently. The successful candidate will keep abreast of emerging technology trends, and take an active interest in professional development to ensure their skills stay current. All duties will need to be performed in accordance with university policies, procedures and core values.
Provide administrative and technical support for NJIT’s ITSM platform, including the configuration and development of templates, workflows, business rules, dashboards and analysis of service management data. Participate in the evaluation and research of third-party software and determine appropriate integration options into the ITSM suite. Make recommendations for Key Performance Indicator (KPIs) and metrics used for service level reporting. Analyze ITSM process and data, create reports, summaries, highlight escalations and exceptions through data and reporting, and suggest improvements. Work with IST departments to ensure that the workflow as it relates to ITIL and service management is captured by the ITSM platform and that the ITSM platform is meeting their needs. Oversee the IST Division’s change management controls leveraging the ITSM platform.
Maintain the IST Division’s service catalog and asset management database. Monitor the Level 2 service queues within the ITSM suite. Update and/or create knowledge base articles that can be used by IST staff as well as students, faculty, and staff. Maintain the IST Website, and related communications such as newsletters. Act as the expert and champion for rollout of service management processes for other service facing units on campus. Inspire creating a service management culture for NJIT. Perform other duties as assigned and as needed, including readiness to support after hours and weekends.
Bachelor's degree in computer science, information technology, or a related field. 10+ years of information technology support experience in higher education environment, working within a team environment. 10+ years of progressive experience coordinating complex projects involving multiple stakeholders. 8+ years of experience working with faculty supporting learning and instructional technology. Demonstrated ability to diagnose general purpose IT problems and develop creative solutions. Excellent oral and written communication skills including experience discussing/explaining technical topics to diverse audiences Superior customer service and support skills, demonstrating the ability to interact with non-technical users and assist them in resolving technical issues. ITIL Foundation certification.
Master’s Degree in related field. Experience providing personalized/high touch support to senior executives. Knowledge of ITSM solutions and related processes. Experience instituting change control. Experience developing service desk metrics. Experience analyzing data. At the university’s discretion, the education and experience prerequisites may be accepted where the candidate can demonstrate to the satisfaction of the university, an equivalent combination of education and experience specifically preparing the candidate for success in the position.
Special Instructions to Applicants:
Valid through: 11/3/2021