IT Service Management Specialist

University of Oklahoma

Norman, OK

ID: 7102501 (Ref.No. ta221539)
Posted: June 15, 2022
Application Deadline: Open Until Filled

Job Description

Job Description

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Title- IT Service Management Specialist  
Team- IT Services


Role Purpose- 

 

Are you a highly motivated individual that thrives in a fast paced, high performing, dynamic team environment?

The IT Service Management Specialist is responsible for ensuring effective incident management for the OU campus community through the IT Service Management team. As the focal point for this position, they will assist in the development, implementation, and maintenance of IT Service Management within IT Service Management team. This position will serve as the escalation point for questions or concerns regarding several campus wide services including collaboration services, accounts, and telecom service delivery. They will monitor the effectiveness and efficiency of IT Service Management team processes, making continual improvements to ensure accurate expectations are communicated and successful outcomes are delivered consistently. 

Services Specialists serve an incredibly important role as service and process owners for many of the IT Services offered by the OU IT Service Management Team. Each Services Specialist will report to one of the leads on the IT Service Management Team, helping to manage a portfolio of projects related to those services. They may also provide indirect supervision of the other FTE and PTE as they assist with the oversight of the delivery of those services. As an integral part of the Service Management Team, they support the mission, and goals of the University while ensuring consistent customer focus through ownership of the customer experience. 

The primary responsibility of an IT Specialist II is providing a consistently positive experience to all OU campus community consumers of IT services. This is done directly through incidents, calls, or in person, and indirectly through the support and assistance they give to our student employees and other full-time IT staff. 

Do these things interest you?

The position will be located in Norman with a flexible and/or remote option possible for experienced candidates.

 

Job Requirements

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Required Education: Bachelors degree. 

  •  36 months experience as IT Help Desk, Client Support, or related field

Equivalency Substitution: Will accept 48 months related experience in lieu of the Bachelors degree for a total of 84 months related experience.  

 

Skills:

  • Knowledge of different applications and systems.
  • Ability to diagnosis and solve IT problems. 
  • Knowledge of remote desktop applications.
  • Strong analytical and problem-solving skills.
  • Ability to communicate verbally and in writing.
  • Excellent interpersonal skills.
  • Demonstrated ability to lead a project to successful completion. 
  • Driven to seek out opportunities to improve ITSM processes. 
  • Demonstrated ability to prepare and deliver technical training to non-technical people in a clear and simple fashion.
  • Analytical thinking, resolution-oriented problem solving, and the ability to learn new technologies quickly.
  • Ability to prioritize work and effectively execute multiple tasks simultaneously.
  • Demonstrated productivity while working independently or collaboratively in a highly dynamic environment.
  • Possess a passion for helping and teaching others.

Certifications:

  • None

Advertised Physical Requirements:

  • Sits for prolonged periods of time. Use of computer. Manual dexterity. Communicate effectively and listens.
  • Standard Office Environment.

Department Preferences:

  • Experience working in a technology organization
  • Knowledge of higher education
  • Experience working with a ticketing system
  • ITIL certification or experience in an ITIL environment
  • Has held a leadership position with direct supervision of employees
  • Bachelor’s degree and 18-36 months of experience in customer-related field

Supervision: 

  • Direct supervision of student PTE employees
  • Indirect supervision of other FTE Services Specialists.
  • Indirect supervision of vendors and contract staff.

Special Instructions:

  • If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.
Diversity Statement: 
  • The University of Oklahoma is committed to achieving a diverse, equitable, and inclusive university community by recognizing each person's unique contributions, background, and perspectives. The University of Oklahoma strives to cultivate a sense of belonging and emotional support for all, recognizing that fostering an inclusive environment for all is vital in the pursuit of academic and inclusive excellence in all aspects of our institutional mission. 
Equal Employment Opportunity Statement: 
  • The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.