ITSM/Business Applications Manager - Tallahassee, FL, United States - Florida State University

Description

Job Title:
ITSM/Business Applications Manager


Regular/Temporary:
Full/

Part Time:
Full-Time

Department This position is within FSU's Department of Northwest Regional Data Center (NWRDC)
The ITSM/Business Applications Team collaborates with stakeholders to ensure efficient IT service management and exceptional customer support experiences.

They focus on customizing and extending ServiceNow capabilities, maintaining system security, optimizing processes, and ensuring the stability and usability of the Now Platform.

Responsibilities Responsible for providing application support associated with the IT Service Management (ITSM) Program and platform. Responsible for design, development, integration, and automation of the organization's IT processes within the ITSM product as directed.

Provides guidance to team on the support and design of application software and workflows that enable the organization's overall ITSM process roadmap, correlating implementation schedules and on-going process improvement prioritization.

Responsible for managing and supervising members of the ITSM/Business Applications team.

These responsibilities include but are not limited to hiring, performance evaluation, timesheet approval, work hours, team structure, task assignment and coordination, and discipline.

Provides guidance and assistance to all NWRDC staff members of both a technical and leadership nature. Responsible for configuring, administering, and supporting the ITSM platforms\systems based on analysis and documentation of the ITSM-related business processes. Develops training documentation for team members to enhance the adoption of the ITSM platforms.

Leverages the ITSM platform to produce executive-level reports regarding the ITSM service level management, CMDB, and performance Analytics in order to provide input to drive service improvements.

Responsible for financial, fiscal year budgeting, rate development, service inventory, and purchasing related to the ITSM Application and related integrated applications.

Coordinates with supervisor, NWRDC's Chief Business Officer, and related staff on all aspects of financial responsibilities relative to the ITSM/Business Applications unit.

Works in conjunction with supervisor and senior management to develop and implement NWRDC policies and procedures. Ensures that all team members are using NWRDC, FSU, and customer approved policies, procedures, and best practices.
Work with NWRDC team in managing a 24x7 data center service provider, supporting a diverse customer base.
Participates in approved professional development opportunities per NWRDC's policy.

Professional development and training is defined as learning undertaken by the employee to maintain and advance their skills, knowledge and competencies, specifically as they relate and add value to the job and workplace.

NWRDC provides support for a wide range of state and local government, as well as K- 20 organizations across the State of Florida.

As such, all NWRDC staff are considered essential staff for operations of the State of Florida.

Primarily Remote - This position has been designated as eligible for primarily remote based on the current position/job functions.

Qualifications Bachelor's degree in Computer Science, MIS, or other appropriate degree and four years' experience or a high school diploma or equivalent and eight years of experience.

(Ability to obtain the Security Awareness Training Certification during the first year of employment.
Preferred Qualifications ServiceNow Certified System Administrator

The ideal candidate should possess a deep understanding of the ServiceNow platform, strong problem-solving skills, effective communication, and expertise in IT Service Management (ITSM) principles.

They should be able to collaborate effectively, propose solutions, and leverage their technical knowledge to lead a team of ServiceNow platform administrators and developers.

FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news
Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.

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Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume. This position has been designated as eligible for primarily remote based on the current position/job functions. Equal Employment Opportunity An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.