Manager, Service Management (IT Enterprise Service Management)

University of Nevada, Reno

Reno, NV

ID: 7103529
Posted: June 20, 2022
Application Deadline: Open Until Filled

Job Description

The University of Nevada, Reno (UNR) appreciates your interest in employment at our growing institution. We want your application process to go smoothly and quickly. Final applications must be submitted prior to the close of the recruitment.

If you need assistance or have questions regarding the application process, please contact our recruitment helpline at (775) 784-1495 or [email protected] For UNR Med professional job postings, please contact the Office of Professional Recruitment at (775) 784-6778.

Job Description

The University of Nevada, Reno, Office of Information Technology is recruiting for a Manager of the campus wide IT Enterprise Service Management (ITESM) system. The Manager, Service Management is the primary administrator of the campus wide IT Enterprise Service Management (ESM) system including integrations with other campus systems, application management, content management, providing custom reports and dashboards, ensuring compliance with campus policies, and works as a liaison with the vendor to troubleshoot technical issues and manage campus licensing. The position coordinates consultation, training, and support to campus units utilizing the service management system.

The Manager provides analysis of the service management solutions and tools, designs, and builds custom automations and applications for OIT purposes (i.e., Change Management, Software Registration), facilitates ITSM governance activities in collaboration with other OIT units, and ensures implementation of ITSM and ITIL best practices and standards to deliver high quality IT services that meet changing business and organizational needs.

The Manager is responsible for maintaining the online OIT Service Catalog and Knowledge Base, building service request items and submission forms, working with OIT units and other campus departments to identify new services or modify existing services, producing knowledge base articles that adhere to University accessibility and branding standards, and ensuring a customer-focused, consistent service experience across the online Service Catalog.

The Manager is responsible for daily operations, budget, and supervision of the Service Management unit and staff.

Required Qualifications

Bachelor’s Degree and two (2) years of related work experience; OR

Master’s degree and one (1) year of related work experience.

Related Professional Experience: Enterprise or university environment directly supporting end users.

Preferred Qualifications

Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.

Knowledge of Change Management methodology.

Experience in ITSM and ITIL governance.

​Experience in project management.

Proficiency in use of a personal computer and current software applications including but not limited to Microsoft Office Suite, Adobe Creative Cloud, email, collaboration systems (i.e. SharePoint), web API and other integration tools and applications.

Schedule and Travel Requirements

The typical work schedule is Monday through Friday from 8:00 am to 5:00 pm; this is subject to change based on organizational needs.

Occasional Travel for conferences or training.

Compensation Grade

Administrative Faculty – B

To view the salary schedule for this position, please visit: Salary Schedules and select Administrative Faculty by Grade. Salary is competitive and commensurate with related education and experience.

Remarkable Retirement!

Our retirement plan is beyond compare. Your 15.50% contribution is generously matched by the University. With the faculty retirement plan, you are 100% vested your first day. Sit back and watch your retirement dollars grow! All permanent employees on an annual "A" or "B" contract who are employed at least 50% full-time are eligible to participate in the NSHE retirement program unless they are members of PERS of Nevada.