ITSM Program Manager 01322

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Information Technology Services (ITS) at Old Dominion University is seeking a full-time employee to assist ITS to align with ITIL standards and best practices as well as champion continuous improvement for our ITSM processes. Employee is responsible for the creation, training, monitoring, and reporting of IT services and processes. Employee will work across functional areas within ITS to ensure processes are implemented, followed, and aligned with business needs, and will provide operational guidance, knowledge, and support of ODU’s IT Service Management tools.
Required Qualifications:
Considerable knowledge of IT service management principles, best practices, and frameworks.
Demonstrated ability to clearly articulate understanding of Service Management practices like Incident, Knowledge, Problem, and Change Management.
Working knowledge associated with process design, modification, and implementation.
Demonstrated ability to develop process and system implementation plans.
Considerable knowledge of business processes and procedures.
Working knowledge of complex process/system documentation standards, such as Use Case modeling, User Story creations and narrative description.
Considerable Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization.
Demonstrated ability to work with others from diverse backgrounds.
Demonstrated ability to efficiently manage time.
Demonstrated ability to handle multiple projects and deadlines.
Effective verbal and written communication skills.
Preferred Qualifications:
Some experience implementing and overseeing multiple ITSM Practice areas
Some experience utilizing ServiceNow Service Management tools
Some experience working with a Configuration Management Database (CMDB)
Some experience delivering training or teaching information technology related subject material
Some experience working in a collaborative team environment in a leadership role
Some experience supporting business processes in Higher Education
ITIL v3 Expert or ITIL v4 Managing Professional and/or Strategic Leader
Bachelor’s degree in Information Technology, Information Systems or related discipline or equivalent combination of education and related job experience.
To review required knowledge, skills, and abilities for this position and to submit an application, please visit ****AA/EOE

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