Job Information
UNIVERSITY OF TEXAS AT AUSTIN Information Technology Service Management Process Manager (ITSM), Information Technology, Dell Medical School in Austin, Texas
Fulfill the service manager role for the implementation and ongoing operations of IT Service Management following the ITIL framework.Development and execution of a roadmap to drive adoption of ITSM processes across the organization.Implementation and configuration of ITSM software platform and platform modules.Collaborate on the build and maintenance of essential incident, service request, and knowledge management, assess management processes to meet the needs of our customers and IT partners.Develop best practices for ITSMCollaborate with IT leaders to ensure ITSM processes are followed.Build a continual improvement plan to review and evaluate key processes, services, and progress against improvement initiatives.Design, implement, manage, and continuously improve core ITSM processes across all stakeholders.Define Key Performance Indicators (KPIs) and monitor and evaluate the ITSM practice performance against these KPIs.Maintain thorough documentation of ITSM processes, configurations, and changes. Establish regular reviews and continuously improve based on feedback and performance evaluations.Engage and collaborate with distributed IT group on integration and /or interoperability with other systems as identified.Communicate and champion ITSM process improvement initiatives within IT.ITSM platform configuration and system administration.Coordinate with Customer Success Manager, develop and maintain automated workflows for the IT Help Desk tickets.Integrate ITSM platform with other systems and applications.Provide support to IT end users on use of ITSM software platform.Create service management reports for leadership and service owners.Develop training materials and train staff members on ITSM processes.Train staff members on use of the ITSM system.Conduct regular refresher training for users on processes and policies.Identify and facilitate access to ITSM and ITIL training resources for staff such as UT Learn and other opportunities.Improve and expand existing skills and learn new skills as required.Attend professional conferences, workshops, meetings, and trainings and share knowledge and information with other team members.Other related duties as assigned.