The salary is disclosed within the application as an application
The ITSM Coordinator will deliver an end to end view of IT service
performance and customer experience across IT services. Delivered
through the agreement of service levels with customers, ensuring
compliance and communicating performance to key stakeholders
(internal and external). The role will instigate, develop and
implement Service Improvement activity in the event of
underperformance or in line with changing service delivery
requirements. Build excellent relationships with designated clients
in the University and stakeholder areas to align IT Services to the
University business objectives.
Department Specific Essential Job Functions:
Under the supervision of the IT Director of Client Experience and
Technology Resource Center in the Office of Information Technology,
the ITSM Coordinator will assist the Director of Client Experience
and Technology Resource Center with the development and execution
of an ITSM strategy and framework to support and maintain the
day-to-¬day process, procedure and delivery of IT services, i.e.,
technology and enterprise applications. Will serve as an IT service
liaison to and for the IT Service Delivery Manager, engaging
stakeholders and Service Owners to ensure a measured, and
exceptional client experience.
Serves as the subject matter expert for service delivery, service
metrics, service level agreements (SLA), and service delivery best
practices and procedures. Effectively collaborates across
technology teams and business units through excellent communication
skills, diplomacy and a positive attitude. Responsible for
performing job duties in accordance with the mission, vision and
values of the University of Central Oklahoma.
Scope & Impact:
- Define, Implement and manage SLAs for assigned services and
ensure delivery of services to agreed levels.
- Understand business priority, provides regular reports over
service delivery to stakeholders, Service Owners, Academy of
Excellence in Information Technology (ALEIT), and Information
Technology Executive Committee (ITEC) in order to communicate
continuous improvement of IT Service Delivery.
- Develop a view of customer experience and service performance
and deliver this insight to stakeholders and internally to
- Proactively deliver service improvement plans (SIPs) for review
and execution by Service Owners, the IT Director of Client
Experience, and the Information Technology Executive Committee
(ITEC) in order to maintain or improve service levels.
- Hold regular Service reviews with stakeholders to demonstrate
performance and review service risks and undertake customer
satisfaction measurement and improvement.
- Act as an escalation and facilitation point for major incidents
where exceptional business impact is experienced to ensure
- Maintain a service risk register to manage, mitigate and accept
operational risks to service and deliver improvements to mitigate
- Ensure new services are incorporated into an ITSD framework,
including service level requirements, measurement capabilities and
agreement with Stakeholders and internal business areas.
- Will facilitate the process review board (PRB) to develop
policies and procedures for all submission approvals.
- Will participate with UCO Technician regularly scheduled
meetings to provide expertise in service delivery.
- Coordinator of TAC ensuring software request are being
researched and approved in a sufficient time frame.
- Performs other related duties as assigned.
This coordinator position provides
coordination for delivery of OIT services. The resource serves as
the expert responsible for performing IT Service Delivery across
service categories. In a facilitative capacity, this position does
not have full formal supervisory authority over service areas;
however, in order to complete assignments, the coordinator must be
able to execute on schedule an approved service delivery roadmap
with set milestones. The results of actions and decisions may have
a significant impact on substantial segments of University
Communication & Interaction:
Interacts with key
stakeholders across various levels of University and outside public
while handling difficult and complex situations with tact and
diplomacy. Interprets instructions and policies and communicates
guidelines for IT service delivery.
Demonstrates consistency and
communication at coordinating and organizing resources to achieve
service delivery outcomes across OIT.
Problem Solving & Judgement:
Identifies and resolves
issues while using judgment to escalate where appropriate.
Anticipates potential problems and recommends solutions. Reviews
quality of service delivery and makes suggestions for improvement
while facilitating strategy of continuous improvement in delivery
Provides input into budget development and
may be responsible for monitoring/adhering to budget.
Policy & Procedure Authority:
Primarily responsible for
monitoring performance and policy compliance. Will make
recommendations regarding process and procedure change.
Generally, reports to a director or
Supervisory & Team Leadership Responsibilities:
primary duty of this role is the planning and scheduling of work
and coordination of service delivery. This role facilitates
individual contributors and support staff and may assist a team to
develop a strategy for the delivery of a particular service. Does
not typically oversee professionals or other team leaders. While
team leaders determine the distribution of work of other employees
and may provide input, they do not make decisions regarding staff
hiring/transfer, performance evaluations, promotions, compensation
adjustments, reclassifications, or discipline. In some cases, Level
3 contributors may not have supervisory responsibility, but may
have a high degree of autonomy and expertise related to a specific
function or activity.
Qualifications / Experience Required:
Requires a bachelor’s degree in MIS or related field plus 3+ years
of relevant work experience OR 5+ years of equivalent work
experience that provides knowledge of and exposure to fundamental
theories, principles, and concepts.
Qualifications / Experience Preferred:
Bachelor’s Degree or equivalent experience
Knowledge / Skills / Abilities:
- PMP or ITIL certification. ITSM process design, implementation,
- Effective interpersonal and communication skills (verbal and
- Analytical and problem-solving skills
- Ability to manage multiple tasks
- Experience working in a professional IT Service focused
- Understanding of IT infrastructure and software development
- Ability to direct and facilitate with external third-party
service providers in an outsourced environment
- IT Operations experience in a outsourced environment
- IT Asset and Configuration Management experience
- Experience using ITSM tools
- Software Asset Management and License Compliance experience a
Must possess strong customer service and interpersonal skills.
Ability to analyze, evaluate, and solve system related problems.
Broad understanding of current and emerging enterprise level
systems service delivery and relationship to end user device/client
interoperability. Superior knowledge of computing systems and
applications. The successful candidate will possess excellent
written and oral communication skills. Ability to explain technical
terms in everyday language. Ability to facilitate team interaction
and client meetings effectively. Ability to work independently or
with specialized group and maintain courteous attitude in dealing
with students, faculty, and staff. Ability to manage and prioritize
work effectively with minimal supervision. Ability to effectively
communicate including reading, writing, speaking, and understanding
English to a wide range of needs and audiences. Continually updates
skills and knowledge relative to the position and the technology
industry. Adheres to and complies with UCO’s shared values and the
Office of Information Technology’s Code of Ethics. This position is
on-call 24x7x365 and requires the successful candidate to have
high-speed internet access to their residence and maintain a smart
phone on which to receive telephone calls, email, SMS messages from
servers and authorized OIT personnel.
Will this employee supervise others?
Facilitates the work of others in an effort to resolve issues. Will
have no supervisory duties, and does not have authority to make
employment decisions (e.g., hiring, terminating, adjusting pay,
Reasonable accommodations (in accordance with ADA requirements) may
be made, upon request, to enable individuals with disabilities to
perform essential functions.