Information Technology Service Management Process Manager (ITSM), Information Technology, Dell Medical School

Job Posting Title:

Information Technology Service Management Process Manager (ITSM), Information Technology, Dell Medical School

----

Hiring Department:

Dell Medical School

----

Position Open To:

All Applicants

----

Weekly Scheduled Hours:

40

----

FLSA Status:

Exempt

----

Earliest Start Date:

Immediately

----

Position Duration:

Expected to Continue

----

Location:

AUSTIN, TX

----

Job Details:

General Notes

Must be able to work demanding hours when required.  Includes nights, weekends and holidays. Must be available for 24x7 support as assigned. Hours will be discussed during interview.

Purpose

The Information Technology (IT) Service Management Project Manager for Dell Medical School is an integral role, responsible for leading, monitoring and enhancing ITSM practices across the department and in support of our Education, Medical and Research pillars. 

Responsibilities

• Fulfill the “service manager” role for the implementation and ongoing operations of IT Service Management following the ITIL framework. 

• Development and execution of a roadmap to drive adoption of ITSM processes across the organization. 

• Implementation and configuration of ITSM software platform and platform modules. 

• Collaborate on the build and maintenance of essential incident, service request, and knowledge management, assess management processes to meet the needs of our customers and IT partners. 

• Develop best practices for ITSM 

• Collaborate with IT leaders to ensure ITSM processes are followed. 

• Build a continual improvement plan to review and evaluate key processes, services, and progress against improvement initiatives. 

• Design, implement, manage, and continuously improve core ITSM processes across all stakeholders. 

• Define Key Performance Indicators (KPIs) and monitor and evaluate the ITSM practice performance against these KPIs. 

• Maintain thorough documentation of ITSM processes, configurations, and changes. Establish regular reviews and continuously improve based on feedback and performance evaluations. 

• Engage and collaborate with distributed IT group on integration and /or interoperability with other systems as identified. 

• Communicate and champion ITSM process improvement initiatives within IT. 

• ITSM platform configuration and system administration.

• Coordinate with Customer Success Manager, develop and maintain automated workflows for the IT Help Desk tickets. 

• Integrate ITSM platform with other systems and applications. 

• Provide support to IT end users on use of ITSM software platform. 

• Create service management reports for leadership and service owners. 

• Develop training materials and train staff members on ITSM processes.

• Train staff members on use of the ITSM system. 

• Conduct regular refresher training for users on processes & policies. 

• Identify and facilitate access to ITSM and ITIL training resources for staff such as UT Learn and other opportunities. 

• Improve and expand existing skills and learn new skills as required. 

• Attend professional conferences, workshops, meetings, and trainings and share knowledge and information with other team members. 

• Other related duties as assigned.

Required Qualifications

Bachelor’s degree in an IT related field and 5 years of IT related progressive experience. Ability to collaborate in order to solve complex problems. Excellent oral and written communication skills. Knowledge of ITIL. Experience working with ServiceNow or similar ITSM platform. Demonstrated ability to drive and implement innovative thinking and change within an organization across direct reports and peers. Must be authorized to work in the US. Sponsorship is not available for this position. Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

ITIL V4 Certification. ServiceNow Certification. Applied knowledge of Service Management Best Practices. Strong interpersonal skills with an expertise in building and maintaining. Demonstrated expertise in training staff in ITSM and ITIL practices. Track record of successful change management (human side). Experience with technical writing. Demonstrated ability to understand functional needs and how systems can support those needs. Demonstrated ability to develop conversion and system implementation plans. Higher education & healthcare experience.

Salary Range

$85,000 + depending on qualifications

Working Conditions

• May work around standard office conditions.

• Repetitive use of a keyboard at a workstation.

• Occasional weekend, overtime and evening work to meet deadlines 

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

----

Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

----

Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length. This position has the option to elect the Optional Retirement Program (ORP) instead of TRS, subject to the position being 40 hours per week and at least 135 days in length.

----

Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

----

Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer , complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

----

Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

----

Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

----

E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

----

Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031 .

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.