Information Technology Service Management Coordinator

Howard Community College (HCC) is an exciting place to work, learn, and grow! HCC has been awarded the distinction as a "Great College to Work for" since 2009 from The Chronicle of Higher Education.

Howard Community College values diversity among its faculty, staff and student population. We are an innovative institution that is committed to responding to the ever-changing needs and interests of a diverse and dynamic community. No matter where you want to go in your career, you can get there from here!

The Information Technology Service Management (ITSM) coordinator serves as the subject matter expert responsible for the daily oversight and governance of Howard Community College's (HCC) Information Technology Infrastructure Library (ITIL) based enterprise Service Asset & Configuration Management (SACM) process frameworks. The coordinator is the process owner for the HCC's ITIL Service Asset and Configuration processes and is responsible for monitoring, measuring, and continually improving those processes. The coordinator actively engages and manages the service provider to ensure consistent and repeatable delivery of IT services and execution of those processes, in accordance with approved operational level and service level agreements. The coordinator must ensure that process reviews are performed regularly, and all process changes are reviewed, approved, and deployed; including training of all impacted parties and stakeholders.

WORK PERFORMED

• Serve as the subject matter expert for the all ITSM processes.
• Responsible for ensuring operational adherence in accordance with HCC's ITIL based policies and processes.
• Responsible for managing service providers and tracking operational performance in accordance with agreed service levels.
• Responsible for providing quality customer service to end users of IT services.
• Responsible for identifying and executing continual process improvement initiatives.
• Responsible for facilitating operational process reviews across multiple service providers and key stakeholders.
• Responsible for leading the development of procedures, instructions, and templates to support process execution.
• Applies process performance, develop recommendations for corrective actions, reengineering methodologies, and best practice principles to design and implement process modernization and improvements.
• Responsible for developing processes to measure metrics, key performance indicators (KPIs), and critical success factors (CSFs) against standards and service level agreements (SLAs) to demonstrate process performance.
• Responsible for training stakeholders, co-workers, users, and customers on the utilization of the ITSM product.
• Responsible for being the liaison that interfaces with point of contact for internal systems that integrate with HCC's ITSM tool.
• Responsible for managing upgrades and integrations for the ITSM.

• 5 years of related ITSM work experience, Associates degree preferred.
• Strong working knowledge of the Service Management workflows and ITSM processes.
• Experience coordinating teams to meet project schedules and milestones.
• Strong written communications skills, with the ability to clearly document and explain ITSM processes.
• Strong verbal communication skills with the ability to present technical details to a non-technical audience.

OTHER REQUIREMENTS

• Ability to maintain strict confidentiality
• Regular attendance is a requirement of this job.
• Overtime may be required during certain times of the year.
• Performs all duties while considering the impact of any actions on the college's sustainability initiatives in the areas of environmental stewardship, social responsibility, and economic prosperity.

Additional Information:

Hours Per Week: 37.5
Work Schedule: M-F 9am - 5:30pm
Compensation: $51,836 ($26.48/hr) plus excellent medical & dental, tuition reimbursement and paid leave
FLSA Status: Non-Exempt
Grade: 12
Open Until Filled
Best Consideration: 8/27/21

*Pre-employment criminal background investigation is a condition of employment.

As a participating member of the Maryland Retirement and Pension System, HCC offers two retirement options: The Pension, which requires a 7% employee contribution and The ORP, a 403(b) with a 7.25% employer contribution only. Employees in positions that do not require a bachelor's degree must participate in The Pension. Employees that possess a bachelor's degree and hold professional positions that require a bachelor's degree may choose to participate in either The Pension or The ORP.

Howard Community College (HCC) is an Equal Employment Opportunity & Affirmative Action employer & values diversity within its faculty, staff & student population. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, gender, sexual orientation, gender identity, genetic information, disability or protected veteran status.

HCC understands that persons with specific disabilities may need assistance with the job application process and/or with the interview process. For confidential assistance with the job application process, please contact the Office of Human Resources at 443-518-1100.

Application Instructions:

This position will report to work at least 3 days per week to our campus in Columbia, MD.

HCC is interested in all qualified applicants who are eligible to work in the United States. However, HCC will generally not sponsor applicants for work visas. Due to our telework policy, only employees living in states contiguous to Maryland are eligible for telework and include Virginia, West Virginia, Washington DC, Pennsylvania. Candidates must live in the commutable area or willing to relocate at their own expense if offered the position because HCC does not offer relocation benefits.

Please submit the following:

1. Completed Application (Candidates will be evaluated on completing the college's application in full)
2. Resume
3. Cover Letter

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