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Job No. 147240

  • Job Title:
  • IT Service Management Specialist - Job Number: 221621
  • Employer:
  • University of Oklahoma Norman Campus
  • Location:
  • Norman Campus , OK
  • Posting Date:
  • 04-Aug-2022
  • Description:
  • Technology Support Specialists serve an incredibly vital role as service and process owners for many of the Information Technology (IT) services offered by the high performing OU IT Services Team. Each Technology Support Specialist will report to one of the leads or managers on the IT Services Team, helping to manage a portfolio of projects related to those services. They may also provide indirect supervision of the other full-time staff as they assist with the oversight of the delivery of those services. As an integral part of the IT Services Team, they support the mission and goals of the University while ensuring consistent customer focus through ownership of the customer experience.

    As a member of the IT Service Management (ITSM) team within IT Services, the Technology Support Specialist will be responsible for managing a small team of delivery specialists who handle escalated support issues related to services provided to OU campus communities. This role is integral to the development, support, and continual improvement of the processes and procedures included in providing these services to campus. They will monitor the effectiveness and efficiency of the services to ensure accurate expectations are communicated and successful outcomes are delivered consistently. 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. Delivering an exceptional customer experience is at the forefront of success with these services. They will regularly review and maintain knowledge content in the Information Technology Service Management (ITSM) ticketing system as well as provide training and guidance to users of the system. In addition, this individual will also provide timely and professional guidance to staff members who are actively assisting and troubleshooting issues as warranted through our various IT support channels. This position will maintain an accurate representation of the services offered through the IT Service Catalog.

    Other duties include:

    Use strong oral and written communication skills across various platforms (email, slack, zoom) to work with colleagues and assist customers requesting services.
    Ability to meet with customers, understand needs, deliver solutions
    Lead projects to successful completion.
    Ability to serve as an Active Directory SME
    Seek out opportunities to improve ITSM processes.
    Think analytically, focusing on problem solving with the ability to learn new technologies quickly.
    Experience with PowerShell and Application Programming Interface (API) scripting
    Ability to communicate effectively with external partners or vendors
    Ability to effectively “own” projects that involves planning, communicating progress, meeting deadlines, implementing, and working effectively with others.
    Do these things interest you? IT Service Management (ITSM), Information Technology Infrastructure Library (ITIL), Active Directory (AD), Ticketing Applications, just to name a few.

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


    Job Requirements---

    Required Education: Bachelors degree, AND:

    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.
  •  Contact information:
  • University of Oklahoma Norman Campus
  • Norman Campus, OK 73019
  • United States
  • Employer's Website:
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