Scheduled Hours

40

Position Summary

Position provides operational framework, processes and tools to a specific organization to ensure responsiveness to our customers. This person is responsible for partnering within a department and across teams within WashU IT to increase process maturity and ensuring standards are followed which ensure continuity and consistency for all work processes.

Job Description

Primary Duties & Responsibilities:

• Develop and implement operational framework, tools and processes to ensure responsiveness to our customers.
• Using dashboards and metrics, analyze timeliness of resolution, incident recurrence and follow-up for service issues which enable service improvements.
• Partnering with the Service Management Office, work with EUS teams to establish standard operating procedures, policies, and SLAs (service level agreements) that comply with departmental and university standards.
• Provide visibility for EUS leadership and users into quality of our services.
• Perform process maturity assessments regularly to gauge success of service management team.
• Partner with the EUS Quality and Training team to recommend and develop training, templates and SLA/SOPs which will ensure consistency and continuity for service operations.
• Provide feedback internally for service enhancements and improvement of training programs.
• Participate in strategic planning for End User Services.
• Ensure adherence of services to departmental and university service standards.
• Act as a source of direction, training, and guidance for less experienced staff.
• Provide formal and informal feedback.
• Provide input for professional development.
• Mentor and coach professional staff within EUS on processes and best practices within the ITIL framework
• Perform other duties as assigned.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor's degree

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Information Technology (6 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:

Master's degree

Certifications/Professional Licenses:

ITIL Foundations - Axelos Global Best Practice, ITIL Foundations - Center for the Application of Information Technology

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Action Planning, Business Analysis, Business Information Systems, Communication, Customer Service, Higher Education Technology, Information Technology Infrastructure Library (ITIL), Learning Quickly, Matrix Management, Prioritization, Project Administration, Resource Planning, Time Management, Work Collaboratively

Grade

G16

Salary Range

$96,000.00 - $169,300.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu