Service Management Product Lead (Information Technology Consultant - Expert) - Information Technology Services

**SF State Applicants Only**

Working Title

Service Management Product Lead

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.  Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus.  Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect  Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" in the California State University's Conflict of Interest Code.  The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

Information Technology Services 

Appointment Type

This is a one-year probationary position.

Time Base

Full-Time (1.0)

Work Schedule

Monday through Friday, 8 a.m. to 5 p.m.

Anticipated Hiring Range

$7,200.00 - $7,828.00 Per Month ($86,400.00 - $93,936.00 Annually)

Salary is commensurate with experience.

Position Summary

The Candidate, who reports to the Director of Service Management, is the Service Management Product Lead for ITS and is responsible for maintaining the ServiceNow application, managing incidents related to ServiceNow, and performing enhancements and development to advance the campus’s ServiceNow capabilities.

The Service Management Product Lead shall be responsible for enhancing the ServiceNow implementation to advance the campus’s service management roadmap.  The candidate shall capture requirements, propose solution design, implement solutions in ServiceNow, coordinate test acceptance and provide production support.  The candidate shall also work closely with other departments on campus who develop on the campus’s common instance.

The Service Management Product Lead is responsible for extending the ServiceNow applications and managing the ServiceNow Service Portal, including but not limited to: Working with Units/Teams to define services and workflows; building catalog items and workflows in ServiceNow; working with other developers to make sure functionality is appropriate and systems integrations are operational; taking part in the Knowledge Base vetting process to make sure articles are helpful, timely, and accurate; defining and implementing new ServiceNow use cases; advancing the service management capabilities in ServiceNow.

In addition to configuration and development work, the Service Management Product Lead shall oversee the product backlog for advancing the service management roadmap.  The candidate shall facilitate end-user training, documentation, and product evaluation and provide technical guidance to career and foundation IT staff. The candidate shall track and report on project status.

The Service Management Product Lead shall assist in supporting existing ServiceNow capabilities including incident, change, service request and service portal as well as support future goals including, but not limited to, knowledge base, asset management, configuration management, and virtual agent.

Position Information

ServiceNow System Administration

• Manage and maintain the Service Now platform, including configuration, customization, and administration.
• Keep up to date with the latest Service Now features and functionality, and recommend upgrades or enhancements as needed.
• Collaborate with campus units to gather requirements and design solutions that meet business