Enterprise Service Management Specialist

Job Description

Class Description

The purpose of this class is to provide administrative and technical support through the design, development, implementation and maintenance of Enterprise Service Management systems and processes college-wide.

Minimum Requirements

Bachelor's degree in Information Technology, business administration, or a related field with 3 years of experience in IT Service Management, enterprise service management, or related role. Experience managing service management platforms, such as TeamDynamix or ServiceNow preferred. ITIL certification and/or Project management certifications preferred.

Class Specific Essential Duties

1. Initiate, design, develop, and maintain Enterprise Service Management tool and processes.
2. Facilitate collaboration between departments to ensure seamless integration and use of enterprise service management, promoting unified service management practices.
3. Tailor service management tool to meet specific needs of various departments, ensuring optimal performance and efficiency.
4. Continuously monitor the system to identify and resolve issues promptly, minimizing downtime and ensuring reliable service delivery.
5. Provide on-going training and support to staff, ensuring all users are proficient and confident in the system.
6. Analyze system data to generate reports and insights that can inform decision-making and improve service management processes.
7. Establish and maintain policies and procedures related to the use of the system, ensuring compliance and best practices.
8. Align system capabilities with long-term goals, driving innovation and supporting college initiatives.
9. Liaison with vendors to manage updates, troubleshoot issues, and stay informed of new features and capabilities.

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