This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13134266

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rJohnson County Community College

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rPosition, Department: IT Service Management Specialist, Operations

Type of Position: Full-time Salaried, Exempt

Work Schedule, Hours per week: Monday-Friday, 8:00 AM to 5:00 PM, 40 hours per week

Pay Range: \$61,900.00 - \$80,900.00 and determined based on relevant years of work experience.

Opportunity for hybrid schedule: Yes

Benefits Category: Full-time Benefits

Position Summary: The IT Service Management Specialist plays a crucial role in driving digital transformation and process improvement at Johnson County Community College (JCCC). This position is responsible for the design, implementation, and management of IT service processes, ensuring alignment with the ITIL v4 framework and leveraging the TeamDynamix ITSM platform. The ideal candidate will be skilled in digital collaboration, comfortable with hybrid work environments, and proficient in leading virtual meetings designing automated workflows.

Required Qualifications:

• Bachelor\'s degree in information technology, Business Administration, or relevant fields of study. Experience may be substituted for degree.
• Minimum of 2 years\' experience with IT Service Management tools, TeamDynamix preferred.
• Proven IT Service Management experience, ideally within an academic or large organizational setting.
• Exceptional written and verbal communication.
• Strong digital collaboration skills, including experience with video conferencing, hybrid meeting facilitation, and digital workflow automation.
• Excellent communication and interpersonal skills, with a demonstrated ability to lead training and communicate effectively across diverse teams.
• Strong analytical skills, with experience in metrics development, tracking, and data interpretation.
• Ability to work independently, prioritize tasks, and deliver results in a dynamic, fast-paced environment.

Preferred Qualifications:

• ITIL Certification (such as ITIL 4 Foundation, ITIL MP, ITIL 4 Specialist).
• Experience with digital transformation initiatives.
• Project management skills, particularly in process improvement or IT operations.
• Coding experience (Python & Javascript preferred).

To be considered for this position we will require an application, resume, and cover letter.

*Unofficial transcripts are required for all Adjunct faculty and Faculty positions.

Position Details: Job duties include but are not limited to:

• Process Design & Implementation: Lead the design, documentation, and continuous improvement of IT service processes, ensuring alignment with institutional goals and ITIL v4 best practices.
• Work Intake & Triage: Support the IS Leadership team in effectively managing the flow of work by developing and monitoring indicators of performance for intake, triage and escalation for service requests. Create reports and manage analytics to measure and improve prioritization and ensure operational integrity.
• System Administration & Development: Develop and maintain forms, workflows, reports, and dashboards within the TeamDynamix ITSM platform and related systems, ensuring accurate reporting, data-driven decision-making, and implementing processes.
• Staff Training & Support: Ensure IT staff, especially service owners, are well-versed in IT service processes, providing guidance on execution and evaluation to promote consistency and quality.
• Metric Developmen & Tracking: Collaborate with IT service owners to define, develop, and monitor service metrics, tracking performance and identifying improvement opportunities.
• Service Request (SR) Ownership: Act as the ITSM Owner for the Service Request (SR) process, providing oversight and ensuring end-to-end service continuity.
• ITSM Governance Participation: Serve as an active member of the ITSM working group, supporting service governance for teams reporting to the CIO.
• Communication & Training: Develop and deliver training and communication strategies that enhance process clarity, promoting understanding and adoption across the organization.
• Service Continuity Support: Serve as a point-of-contact for service owners (e.g., incident, problem, change, asset management) to ensure seamless, end-to-end service continuity and alignment with IT service management practices.

*Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.