Job no:521891 Work type:Officer of Administration Location:Eugene, OR Categories:Administrative/Professional, Computer and Information Science, Information Technology
Department:Information Services Appointment Type and Duration:Regular, Ongoing Salary:Commensurate with experience Compensation Band:OS-OA07-Fiscal Year 2017-2018 FTE:1.0
Application Review Begins March 28, 2018; open until filled
Special Instructions to Applicants When applying you will be required to attach the following electronic documents with your online application:
1. A resume/CV 2. A cover letter indicating how you meet the minimum qualifications for the position.
You will also be required to submit the names of at least three professional references, their e-mail addresses, and telephone numbers as part of the application process.
Any application missing the above documents/information may be considered incomplete.
If you would like to view the complete position description including the duties please send an email to firstname.lastname@example.org and reference the job title and job number in the subject line.
Department Summary Information Services (IS) is the central information technology unit at the University of Oregon and provides wide ranging services to campus. Information Services consists of four major functional areas: Customer Experience, which serves as the key contact point for interactions with campus clients and customers; Applications & Middleware, which manages and supports applications, integration services, identity management and data management; Information Security, which helps protect virtual or physical information; and Technology Infrastructure, which provides administration and support for the software, hardware, and services needed to support the campus IT environment. Information Services also includes the Advanced Network Technology Center. IS works closely with the Network for Education and Research in Oregon.
Established in 1876, the University of Oregon offers a breadth and depth of curricula with more than 270 academic programs and provides the opportunity to work at a respected research university with a strong holistic, liberal arts foundation. The UO also has a history of political and social involvement that embraces diverse beliefs, cultures, and values, and it is committed to environmental responsibility.
The University is also proud of its newly-announced Phil and Penny Knight Campus for Accelerating Scientific Impact, an initiative specifically designed to fast-track scientific discoveries and the process of turning those discoveries into innovations that improve the quality of life for people in Oregon, the nation and beyond. Information Services collaborates with Research and Innovation and our schools and colleges to support the research, teaching, and learning mission of the University.
Eugene is the home of the University of Oregon. Located in the lush Willamette Valley, Eugene is well-known for outdoor pursuits like running, cycling, rafting, and fishing, as well as arts, music, crafts, brewing, wine-making, and community-supported agriculture. With branches in Portland and on the Oregon coast, the UO is deeply connected to Oregon's natural and cultural treasures.
Position Summary Reporting to the Associate CIO of Customer Experience, the ITSM Program Manager works closely with a team of Information Services staff, student employees, project/program managers and IT partners across the University to manage IT Service Management process design, creation, implementation and improvement. This role will be required to create and maintain standard processes and documentation as a way to facilitate repeatable and reliable service activities across Information Services. The ITSM Program Manager will manage student interns and provide guidance and direction to other technical and IT professionals.
Though this position does not directly supervise professional IT staff, the ITSM Program Manager possesses authority to formulate and carry out management decisions or represent management's interests to taking discretionary actions as appropriate. This position provides input into the overall Customer Experience budget requests and expenditures but does not have any direct budgetary authority.
This position will participate in on-call rotations.
Candidates who promote and enhance diversity are strongly desired.
Minimum Requirements • Bachelor's degree from an accredited institution, or an equivalent amount of skills and experience. • Three years of technology service management experience demonstrating progressive responsibility. • Two years designing, developing, and implementing ITIL or similar framework systems or processes. • Experience with three or more of the following: change management, incident management, service desk, problem management, and service catalog. • Demonstrated basic IT knowledge, as obtained via work with applications, help desk operations, lab management, as a technical subject matter expert, etc. • Experience producing documentation and/or creating repeatable procedures.
Professional Competencies • Ability to work effectively with faculty, staff, and students from a variety of diverse backgrounds. • Demonstrated problem-solving skills. • Ability to adapt within a rapidly changing technical environment. • Excellent verbal and written communication skills, including the ability to explain technical concepts to audiences with a wide range of technical skills. • Ability to work independently as well as in a team-oriented, collaborative environment. • Excellent organizational skills and demonstrated attention to detail. • Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team building skills. • Demonstrated ability to work collaboratively with a team of diverse IT professionals, clients, partners. • Demonstrated understanding of key trends in the IT industry, particularly on ITIL practice and technology.
Preferred Qualifications • ITIL Foundations or higher certification. • Experience leading a cross-functional IT team on complex ITSM process design. • Experience in an enterprise IT or higher education environment. • Experience with formal business process development and management.
Additional Salary Information: Commensurate with experience