Wright State University – ITSM Administrator

About Wright State

Wright State University, located 12 miles northeast of downtown Dayton, Ohio, serves nearly 18,000 students and offers more than 230 undergraduate, graduate, doctoral, and professional degree programs through eight colleges and three schools. The university also operates a branch campus, Wright State University–Lake Campus, on the shores of Grand Lake St. Mary’s in Celina, Ohio. 

Quick Facts: http://www.wright.edu/about/quick-facts

Job Duties / Essential Functions:

60% Application Development

• Develop and maintain the ServiceNow application for use within Computer and Telecommunication Services (CaTS) and within external service organizations at Wright State.
• Utilize best practices in moving processes from development, to testing and eventually to production.
• Assist with third-party providers in the successful implementation of ServiceNow application.
• Work with internal technology teams to ensure valid data is transferred between the university’s IAM system and ServiceNow.
• Configure, administer and maintain MID servers, web services, email and other technology needed to integrate enterprise data into ServiceNow.
• Provide general user/group administration of the ServiceNow tool.
• Work collaboratively with internal and external business units, CaTS leadership, and CaTS service management team, to develop ITSM processes that follow best practices and can function within the features of ServiceNow.
• Assist process development teams with the strategy, design, and deployment of improvement initiatives based on the ITIL framework in accordance project management best practices. 

30% Process Design Coordination

• Work collaboratively with internal and external business units, CaTS leadership, and CaTS service management team, to develop ITSM processes that follow best practices and can function within the features of ServiceNow.
• Assist process development teams with the strategy, design, and deployment of improvement initiatives based on the ITIL framework in accordance project management best practices. 
• Assist the CaTS service management team in identifying and capturing relevant data to support process improvement priorities, roadmaps, and release/training plans.
• Assist process owners with prioritizing process and ITSM tool enhancements.
• Coordinate project schedules, task lists, resource plans, milestones, acceptance criteria, meeting minutes, and status reports

10% Application and Process Training

• Develop and deliver training for ITSM application and processes using appropriate delivery methods to include live audio/video delivered training.
• Organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
• Present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos and lectures

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Engineering or related field; 5+ years of experience in IT position.
• Application/system development experience, including scripting (JavaScript).
• Experience analyzing and understanding business processes; and implementing those processes into ITSM system.
• Working knowledge of networking, LDAP/Active Directory, Single-Sign On technologies.
• Experience with relational databases.
• Familiarity with ITSM best practices, including ITIL.
• Ability to communicate clearly and effectively (verbally and written-word) across all parts of the organization; including end users, co-workers, management and executives.
• Experience working in a team environment which encourages collaboration.
• Proficient with MS Office products, including Word, Excel, PowerPoint and Visio.
• Familiarity with project management principles with the ability to deliver project deliverables on time.

Preferred Qualifications:

• Experience implementing, developing and supporting ServiceNow and various applications related to ServiceNow
• ITIL Foundation Certificate
• Higher education experience
• ServiceNow Certified, Implementation Specialist or ServiceNow Certified System Administrator

Benefits:

• Eligible employees enjoy a variety of benefits including medical, dental and vision insurance, tuition remission, paid leave, short and long term disability and employee wellness programs.  Eligibility information and other details are available online at https://www.wright.edu/human-resources/benefits.