IT Program Administrator II - ITSM
Company Name:
Dickinson State University
Salary Range: $5,205. - $8,675. monthly
(Incumbent salary will be commensurate with experience; complete compensation package includes employer paid family health care, generous pension plan,
paid vacation and sick leave)
Minimum Qualifications
Requires a bachelor's degree with a major in computer science, computer or management information systems, business administration, or similar field, and four years of current and progressive work experience in planning, implementing, coordinating, and improving multi-entity IT programs/services; or a bachelor's degree with a major in another field and six years of the work experience as described. Preference provided for candidates with management experience.
Application Procedures
Applicants are screened based on qualifications, successful completion of the interview process and a background and criminal investigation. Applicants must be legally authorized to work in the United States. The Information Technology Department does not provide Sponsorships.
Application package must be received by 11:59 PM on the closing date listed on the opening.
Documents to be submitted:
Resume
Cover Letter
Applicants who are residents of ND and eligible to claim veteran''s preference must attach Form DD214. Claims for disabled veteran''s preference must include a current statement of disabled status from the Veteran''s Affairs Office with the application for employment.
Anyone needing assistance or accommodations during any part of the application or interview process please contact Darla, Information Technology Department: E-mail: phone , fax or TTY: or local at .
Duties and Tasks
1. Management/Leadership ; oversee service desk functions and cross-functional projects/workgroups:
1. Oversee and assist the Customer Support Center Supervisor
2. Coordinate the people, technology, and business activities used to enhance IT support and delivery
3. Conduct the efforts of personnel from various technology areas
4. Provide a point-of-escalation for stakeholders with questions, comments, or concerns
5. Promote positive relationships and facilitate cultural improvements focused on customer service
6. Ensure appropriate staffing levels; coach, mentor, and manage staff; develop and implement work standards and performance management measures; provide resources; resolve conflicts; establish training plans; conduct annual performance appraisals; maintain JDQs; provide project planning and assign work duties as appropriate
7. Communicate, collaborate, and negotiate in a manner that positively impacts desired outcomes
2. IT Service Management ; oversee/manage IT service delivery and support:
1. Lead and provide subject matter expertise for ITSM-related improvements
2. Oversee incident, request, and feedback management
3. Manage change and service level management
4. Monitor and improve metrics of performance regarding the delivery of IT services
5. Coordinate training of staff on service support and delivery
1. Conceptual Design/Engineering ; establish, configure, maintain, and improve ITSM-related products and services:
1. Define the vision and scope of ITSM-related products and services
2. Determine and communicate their business value internally and externally
3. Collaborate with management, architects, system administrators, Enterprise Architecture teams, and customers to assess demand and determine appropriate use of IT products
4. Configure ITSM-related software products/modules
5. Coordinate integrations among various services and technologies
6. Implement enterprise-level security
7. Provide IT and business-related consulting services to a variety of stakeholders
8. Create and maintain marketing strategies and communication plans
9. Work with financial officers to determine appropriate charge-back models
2. Project Management ; manage highly complex projects which often cross multiple business units and have stakeholders with diverse and conflicting needs:
1. Develop project charters and plans
2. Manage and execute all portions of a project
3. Assist stakeholders in achieving their business and technical objectives
4. Perform project closing
3. Strategic Planning ; coordinate the direction and future vision of ITSM-related products and services:
1. Research emerging technology trends and industry best practices
2. Provide technical and business information, analysis, and recommendations
3. Forecast and plan for the evolution of ITSM-related products and services
4. Establish relationships with product vendors and consultants
5. Create and execute service improvement plans
Summary of Work
This position is responsible for enterprise IT Service Management (ITSM) duties that include planning, organizing, and coordinating the people, processes, and technologies used to enhance IT service support and delivery. It is also responsible for promoting customer relations, driving organizational improvements, and overseeing the enterprise service desk.
Desired work experience includes developing, promoting, and leading organizational strategies for adopting/improving best practices based upon the Information Technology Infrastructure Library (ITIL). Also desire work experience with the operations of a best-in-class help desk and with configuring, integrating, and implementing ITSM software products/modules (such as FrontRange ITSM/HEAT).
Comments
Learn more about ITD at: >
Learn more about Employment Benefits at: >
Visit North Dakota State government: >
Job Announcement Status can be viewed at: >
Equal Employment Opportunity
The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex, genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.
As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. 23-12-10.
Min Pay Rate - Monthly: 5205.00
Job ID: 3000958
Location: Bismarck, ND
Max Pay Rate - Monthly: 8675.00
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job Title: IT Program Administrator II - ITSM
Date Closed: 2014/06/27Estimated Salary: $20 to $28 per hour based on qualifications.
Dickinson State University
Salary Range: $5,205. - $8,675. monthly
(Incumbent salary will be commensurate with experience; complete compensation package includes employer paid family health care, generous pension plan,
paid vacation and sick leave)
Minimum Qualifications
Requires a bachelor's degree with a major in computer science, computer or management information systems, business administration, or similar field, and four years of current and progressive work experience in planning, implementing, coordinating, and improving multi-entity IT programs/services; or a bachelor's degree with a major in another field and six years of the work experience as described. Preference provided for candidates with management experience.
Application Procedures
Applicants are screened based on qualifications, successful completion of the interview process and a background and criminal investigation. Applicants must be legally authorized to work in the United States. The Information Technology Department does not provide Sponsorships.
Application package must be received by 11:59 PM on the closing date listed on the opening.
Documents to be submitted:
Resume
Cover Letter
Applicants who are residents of ND and eligible to claim veteran''s preference must attach Form DD214. Claims for disabled veteran''s preference must include a current statement of disabled status from the Veteran''s Affairs Office with the application for employment.
Anyone needing assistance or accommodations during any part of the application or interview process please contact Darla, Information Technology Department: E-mail: phone , fax or TTY: or local at .
Duties and Tasks
1. Management/Leadership ; oversee service desk functions and cross-functional projects/workgroups:
1. Oversee and assist the Customer Support Center Supervisor
2. Coordinate the people, technology, and business activities used to enhance IT support and delivery
3. Conduct the efforts of personnel from various technology areas
4. Provide a point-of-escalation for stakeholders with questions, comments, or concerns
5. Promote positive relationships and facilitate cultural improvements focused on customer service
6. Ensure appropriate staffing levels; coach, mentor, and manage staff; develop and implement work standards and performance management measures; provide resources; resolve conflicts; establish training plans; conduct annual performance appraisals; maintain JDQs; provide project planning and assign work duties as appropriate
7. Communicate, collaborate, and negotiate in a manner that positively impacts desired outcomes
2. IT Service Management ; oversee/manage IT service delivery and support:
1. Lead and provide subject matter expertise for ITSM-related improvements
2. Oversee incident, request, and feedback management
3. Manage change and service level management
4. Monitor and improve metrics of performance regarding the delivery of IT services
5. Coordinate training of staff on service support and delivery
1. Conceptual Design/Engineering ; establish, configure, maintain, and improve ITSM-related products and services:
1. Define the vision and scope of ITSM-related products and services
2. Determine and communicate their business value internally and externally
3. Collaborate with management, architects, system administrators, Enterprise Architecture teams, and customers to assess demand and determine appropriate use of IT products
4. Configure ITSM-related software products/modules
5. Coordinate integrations among various services and technologies
6. Implement enterprise-level security
7. Provide IT and business-related consulting services to a variety of stakeholders
8. Create and maintain marketing strategies and communication plans
9. Work with financial officers to determine appropriate charge-back models
2. Project Management ; manage highly complex projects which often cross multiple business units and have stakeholders with diverse and conflicting needs:
1. Develop project charters and plans
2. Manage and execute all portions of a project
3. Assist stakeholders in achieving their business and technical objectives
4. Perform project closing
3. Strategic Planning ; coordinate the direction and future vision of ITSM-related products and services:
1. Research emerging technology trends and industry best practices
2. Provide technical and business information, analysis, and recommendations
3. Forecast and plan for the evolution of ITSM-related products and services
4. Establish relationships with product vendors and consultants
5. Create and execute service improvement plans
Summary of Work
This position is responsible for enterprise IT Service Management (ITSM) duties that include planning, organizing, and coordinating the people, processes, and technologies used to enhance IT service support and delivery. It is also responsible for promoting customer relations, driving organizational improvements, and overseeing the enterprise service desk.
Desired work experience includes developing, promoting, and leading organizational strategies for adopting/improving best practices based upon the Information Technology Infrastructure Library (ITIL). Also desire work experience with the operations of a best-in-class help desk and with configuring, integrating, and implementing ITSM software products/modules (such as FrontRange ITSM/HEAT).
Comments
Learn more about ITD at: >
Learn more about Employment Benefits at: >
Visit North Dakota State government: >
Job Announcement Status can be viewed at: >
Equal Employment Opportunity
The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex, genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.
As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. 23-12-10.
Min Pay Rate - Monthly: 5205.00
Job ID: 3000958
Location: Bismarck, ND
Max Pay Rate - Monthly: 8675.00
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job Title: IT Program Administrator II - ITSM
Date Closed: 2014/06/27Estimated Salary: $20 to $28 per hour based on qualifications.
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