Developer/Operations Engineer, Information Technology Service Management (ITSM DevOps)

University of Rhode Island, United States

Updated: about 2 months ago
Location: Kingston, PENNSYLVANIA
Deadline: ;

Posting Details
Position Information


Posting Number SF01691
Job Title Developer/Operations Engineer, Information Technology Service Management (ITSM DevOps)
Position Number 109784
FTE 1.00
FLSA Exempt
Position Type Professional Staff
Union PTAA - Professional/Tech/Admin Assoc
Pay Grade Level 14
Pay Grade Range Salary commensurate with education and experience.
Status Calendar Year, Full-time, Permanent

Department Information


Department Info Tech Services
Contact(s)
Please note: Job applications must be submitted directly online only at: (https://jobs.uri.edu )
Contact Phone/Extension
Contact Email
Physical Demands
Campus Location Kingston
Grant Funded No
Extension Contingency Notes
Job Description Summary
The search will remain open until the position has been filled. First consideration will be given to applications received by February 3, 2024. Applications received after February 3, 2024, may be reviewed depending on search progress and needs, but are not guaranteed full consideration.
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BASIC FUNCTION:
Administer, develop, and provide technical support for ITSM solutions, enhancements and new implementations using the ServiceNow platform capabilities. Develop and be responsible for implementation of available delivered applications including configuration, report development and data migration, where applicable identify and implement best-practice solutions to address customer requirements. Perform custom development and 3rd party integrations as needed. Perform unit-testing and resolve defects. Migrate changes across environments as well as maintaining integrity of each environment. Work collaboratively with other ITSM team members on technical design and documentation. Collaborate with internal stakeholders and team members to build solutions in ServiceNow that support business requirements.
Duties and Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Plan, develop, and maintain technical support and development for the university’s ITSM platform, ServiceNow.
Work with ITSM management and ITSM customers to transition and implement new services or designated changes.
Work closely with ITS leadership, customer stakeholders and owners to develop and review requirements and plans for new services, technical enhancements, or transition existing services.
Follow university development and operational guidelines, policies, and procedures as well as interpreting and applying vendor product and industry best practices.
Maintain adequate knowledge of ServiceNow functionality and technical requirements to support the implemented applications and university needs.
Plan, develop, and maintain operational aspects of supporting and maintaining the ServiceNow environments for the university, including backups, restore, refresh, upgrades and patches and fixes.
Ensure configurations, applications/code are designed and built for efficiency and sustainability.
Ensure software works properly through regular maintenance and testing as well as log and performance audits.
Collaborate with other technical resources, within the university and outside to develop required integrations or functionality.
Troubleshoot, debug, maintain, and improve existing application integrations and functionality.
Define and communicate the “big picture” in terms of the overall integration solution (both functional and technical components) and break it down into smaller manageable work units.
Work across numerous university programs and divisions, communicate effectively with less technically oriented functional area staff.
Gather information from users to meet their technical needs. Understand both the functional work processes supported by the integration and understand the basic functionality of the target system.
Understand the URI technical application stacks and business model and provide technical advice whenever necessary.
Document and create diagrams and models to guide users and programmers in the use of the application or interface.
Maintain an understanding of current administrative and academic systems in use at URI and their role at the university.
Assist with the coordination and support of on-going services requests, tickets, and customer support sessions.
Stay current and research emerging and innovative ITSM services, products, and trends. Make recommendations about new tools, maintaining a knowledge of assigned current tools and systems.
OTHER DUTIES AND RESPONSIBILITIES:
Work both collaboratively and independently with minimal supervision, as needed.
Analyze and troubleshoot issues.
Attain highly specialized knowledge of the university’s ITSM tools, platform, and supporting methodology.
Maintain proficiency in IT skills for assigned systems, systems analysis and project control tools and techniques and industry trends and terminology used to develop and deliver systems.
Work on multiple projects and work with ITS leadership to resolve conflicting priorities.
Perform other duties as needed in a fast-paced environment in which technology changes rapidly.
LICENSES, TOOLS, AND EQUIPMENT:
Various software and IT tools, computer workstation equipment, internet development tools, terminology, and practices.
Required Qualifications
REQUIRED:
1. Bachelor’s degree.
2. Minimum of two years of software development experience.
3. Demonstrated experience administering or developing in an IT Service Management system.
4. Demonstrated experience in a minimum of one scripting language.
5. Demonstrated knowledge of IT Service Management principles.
6. Demonstrated understanding of information technology procedures and practices.
7. Demonstrated customer service skills.
8. Demonstrated critical thinking and problem-solving skills.
9. Demonstrated strong verbal and interpersonal communication skills.
10. Demonstrated proficiency in written communication skills.
11. Demonstrated ability to work independently.
12. Demonstrated ability to adhere to institutional policies, plans, objectives, standards, rules and regulations.
13. Demonstrated ability to work with diverse groups/populations.
Preferred Qualifications
PREFERRED:
1. Bachelor’s degree in an information technology field.
2. Demonstrated experience in higher education.
3. Demonstrated experience administering a ServiceNow system.
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ALL REQUIREMENTS ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES.
Environmental Conditions
This position is not substantially exposed to adverse environmental conditions.
Posting Date 01/04/2024
Closing Date
Special Instructions to Applicants
Please attach the following 3 (PDF) documents to your online Employment Application:

(#1) Cover letter.
(#2) Resume.
(#3) Other Document – References – the names and contact information of three professional references. (Note: this document is required even though references may be listed on the application).
Quicklink for Posting https://jobs.uri.edu/postings/12747

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