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IT Service Management Coordinator-ITACD

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The salary is disclosed within the application as an application question.

Position Overview:

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.
  • 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 OIT.
  • 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 appropriate resolution.
  • Maintain a service risk register to manage, mitigate and accept operational risks to service and deliver improvements to mitigate risk.
  • 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.
Job Level:

Scope & Impact: 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 operations.

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. 

Effective Knowledge: 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 management.

Budget Authority: 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.

Reporting Relationships: Generally, reports to a director or higher.

Supervisory & Team Leadership Responsibilities: The 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
  • PMP or ITIL certification. ITSM process design, implementation, and oversight
  • Effective interpersonal and communication skills (verbal and written)
  • Analytical and problem-solving skills
  • Ability to manage multiple tasks
  • Experience working in a professional IT Service focused organization
  • Understanding of IT infrastructure and software development methodologies
  • 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 plus.
Knowledge / Skills / Abilities:

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, etc.)

Physical Demands:

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.

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