"ITIL ITSM Specialist"

Job Summary

Oversee the governance, compliance, and adoption of Information Technology Infrastructure Library (ITIL) IT Service Management (ITSM) processes across the IT department. Responsible for auditing IT department compliance with ITSM frameworks, ensuring alignment with industry standards and regulatory requirements. Ensures all IT departments adhere to established policies, meet compliance obligations, and consistently achieve performance targets, supporting the strategic objectives of the IT department and the broader institution.

Essential Functions

Serve as the primary liaison between IT service owners and collaborates closely with cross-functional IT teams to establish and monitor ITSM performance through Key Performance Indicators (KPIs). This role drives continuous service improvement by identifying opportunities for process enhancements and recommending strategic adjustments to optimize service delivery.

Process development and compliance responsibilities:

• Collaborate with service area owners to drive the adoption of ITSM standards and best practices, covering incident management, problem management, change management, knowledge management, asset management, configuration management and the service catalog.
• Act as liaison between the Service Management support team and user groups, primarily focused on maintaining uniform ITSM process compliance across IT.
• Ensure service owners create a CI (Configuration Item) for all applications and infrastructure components.
• Collaborate with service owners to document a complete inventory of applications and infrastructure and ensure that all changes are logged in ServiceNow (SNOW). Verify that every application has at least one recorded change per year for upgrades or patches.
• Oversee the Problem Management process, ensuring that all issues are correctly documented in SNOW.
• Ensure that all IT services have a corresponding Catalog Item published in the IT service catalog, maintaining accuracy and completeness.
• Maintain the list of Service Owners used for Critical Response Teams and for Problem assignment.
• Assist IT service teams in documenting requirements, testing processes, and maintaining current ITSM practices.
• Assist IT service areas in assessing and driving continual service improvement.

Develop and maintain process documentation and education materials:

• Develop communications and education materials.
• Monitor process adoption and ensure user groups are complying with the defined processes.
• Assist in providing guidance and education throughout the IT department for ITSM areas supported.

Perform other duties, tasks and assignments as required.

Qualifications

Education & Experience

• Bachelors degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5 years experience in IT service management, including 3 years supervisory experience required
• Experience working in a higher education environment and with IT service management solutions preferred

Licensing & Certification

• Valid Texas Driver License
• ITIL certification or other relevant ITSM certifications preferred.

Special Skills

• ITIL Frameworks & Service Management Best Practices
• IT Process Design, Implementation, & Optimization
• Project Management

Competencies

• Delivering High Quality Work
• Accepting Responsibility
• Serving Customers
• Supporting Organizational Goals
• Driving Continuous Improvement
• Acting with Integrity
• Thinking Critically
• Managing Change
• Communicating Effectively

Working Conditions

General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.

SECURITY SENSITIVE: This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215