ITSM Process Owner

Department
 

F&A ITS - Service Delivery

About the Department
 

IT Services collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. • We provide secure, stable, and reliable infrastructure and applications to support the mission of the University. • We support and enable faculty research and teaching with the effective use of technology. • We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible. • We identify, manage, and mitigate the technology risks of the University.

Job Summary
 

The primary duty of the ITSM Process Owner is to ensure the Information Technology Services organization adheres to Information Technology Infrastructure Library (ITIL) standards and best practices. The Process Owner is the owner of multiple ITIL processes and is responsible for the creation, training, performance tracking, and reporting of these processes. The Process Owner works across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs. The position ensures continual improvement of service management policies and processes.

Responsibilities

• Owns and continually evaluates the overall user experience design and improvement of the Service Portal and items available within it, including knowledge and request items.
• Ensures process improvement projects are integrated and aligned with other business activities, projects, and business strategy goals.
• Manages, monitors, measures, and reports meaningful metrics allowing for increased customer and end-user satisfaction.
• Partners with Service Owners, Managers, and Subject Matter Experts (SMEs) on discovery and design work sessions to translate technical complexities to stakeholders, ensuring understanding of design decisions while ensuring alignment to standards and best practices.
• Actively participates in the creation, testing, and deployment of new or enhanced catalog items and related workflow and automation capabilities.
• Acts as primary citizen developer using no-code/low-code capabilities in ITSM tool and serves as a champion for Citizen Developer initiatives.
• Provides direction and serves in an advisory role for supporting activities to one or more contingent staff.
• Utilizes a thorough understanding of business systems and industry requirements to translate business and user needs into system requirement specifications.
• Communicates and presents system enhancements and/or alternatives to colleagues in IT management.
• Performs other related work as needed.

Minimum Qualifications
 

Education:

Minimum requirements include a college or university degree in related field.

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Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Experience:

• Five or more years of relevant ITIL service management experience.
• Three or more years of ServiceNow or similar ITIL-compliant cloud-based service management suite.
• Experience reviewing the specifications and materials of other team members and providing feedback.
• Experience with higher education.

​Certifications:

• ITIL V3 or V4 Foundations.

Preferred Competencies

• Demonstrated ability to partner with stakeholders at various levels of the organization to establish consensus and deliver outcomes.
• Independently plan deliverables and coordinate with team members.
• Excellent organizational, project coordination, analytical, and interpersonal skills to develop, document and implement improvement processes.

Working Conditions

• Standard office environment.

Application Documents

• Resume/CV (required)

When applying, the document(s) MUST  be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family
 

Information Technology

Role Impact
 

Individual Contributor

FLSA Status
 

Exempt

Pay Frequency
 

Monthly

Scheduled Weekly Hours
 

37.5

Benefits Eligible
 

Yes

Drug Test Required
 

No

Health Screen Required
 

No

Motor Vehicle Record Inquiry Required
 

No

Posting Statement
 

Employees must comply with the University’s COVID-19 vaccination requirements. More information about the requirements can be found on the University of Chicago Vaccination GoForward .
The University of Chicago is an Affirmative Action/ Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu . Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.