Home » Job Descriptions » IT Service Mgmt Specialist II

     
Pay Range Minimum
Job Code:
 LK23
Hourly:
 $36.49
FLSA*:
 Exempt
Monthly:
 $6,325
Grade:
 334
Annually:
 $75,900

*This is an Exempt position. Employees in this position are paid a salary on a monthly basis and are not eligible to receive overtime pay.
JOB DESCRIPTION: **This is a central university office position.** Implements, manages and improves processes within the Information Technology Infrastructure Library (ITIL) v3 lifecycle and serves as the process manager for two or more processes and own one or more processes in the area of their expertise. Extends a view across all lifecycles and leads the IT Service Management (ITSM) strategy, design, transition, operations and Continual Service Improvement (CSI) to promote operational efficiency across the enterprise. Demonstrates understanding of the lifecycle and linkages between the various lifecycles and utilizes ITSM best practices frameworks to create, implement and improve multiple processes. Oversees compliance with process procedures, data models, polices and technologies to ensure quality standards are met. Develops and disseminates strategic documentation of processes within a lifecycle including interfaces to other processes. Manages process design and process improvement to define policies and to ensure accountability for efficiency and effectiveness. Ensures processes align with business and industry best practices to ensure proper fit and to promote adherence. Facilitates meetings with UTS resources and customers to collaborate on key business requirements, goals, and objectives. Interacts with enterprise-wide departments to solicit and analyze business needs and review project requests. Plans and coordinates activities to perform, monitor and report on processes. Identifies process deviations to ensure effective remediation. Analyzes and proactively mines data to prevent future exceptions and service outages. Oversees process implementation for compliance with ITSM best practices and to develop and issue reports. Establishes continuous process improvement cycles to review and enhance activities, roles, responsibilities, policies, procedures and supporting technology. Provides ITSM leadership, guidance and consulting for project teams to increase skills and to develop and advance new processes. Consults with Continual Service Improvement (CSI) to define KPIs and measures for assigned processes. Researches and reviews ITSM best practices to identify industry advancements and to recommend tools and processes for the enterprise. Performs related responsibilities as assigned.
MINIMUM QUALIFICATIONS: A bachelor's degree in IT or related field and five years of relevant IT experience, OR an equivalent combination of experience, education and/or training. ITIL v3 Foundations plus one additional advanced ITIL v3 Certification or ITIL v2 equivalent.

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER:

Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.
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