Job ID: 2019-10349 Type: Full-Time # of Openings: 1 Category: Information Technology
The Office of Information Technology (OIT) is seeking an Information Technology Service Management(ITSM) Senior Program Manager to join its Service Management Office (SMO). The SMO provides leadership and direction to OIT that helpsensure the services provided meet customer needs and add value to Princeton University.
The ITSM Senior Program Manager is responsible for managing a team of business analysts who support SMO processes; managing all PMO program management activities, including scheduling and resource management;and providing leadership for reporting metrics and KPIs for these processes. Current service management processes include:incident, change, problem, service portfolio, asset and configuration management, field services, and knowledge. This position reports to the Associate CIO for Service Management.
This position is responsible for outreach, as well as applying continual service improvement principles to service managementprocesses. Additionally, this role manages the lifecycle of all OIT services to ensure that the organization follows procedures for onboarding and offboarding services, ensuring OIT makes sound decisions about its technology portfolio that are aligned with our strategy and consider financial implications. This processensures that services are designed according to customer value and minimize unplanned service outages or disruptions. This individual develops and maintains relationships with IT professionals and other stakeholders across campus to continuously improve service and customer satisfaction. The ITSM Senior Program Manager also works closely with the ServiceNow platform lead and process consultant to ensure that programs are delivered on time, on budget, and with quality, while meeting usability and accessibility standards. This roleis responsible for managing organizational service reporting needs.
Lead a team of process analysts
Lead all SMO program and resource efforts that involve process design
Develop team standards to analyze and translate service requirements into system deployments and/or business process changes
Lead outreach efforts ensuring effective deployments and modifications of business process solutions
Participate in regular demand management and resource planning with the technical solutions implementation
Work with process teams to manage the development of test scripts and usage cases, and resolve issues and questions that arise in testing and usability assessments
Manage client service aspects of continual service improvement projects, including coordination between OIT and departmental IT staff around OIT business process development, departmental business process development, and training
Ensure all processes are well documented, current, and available in a central repository
Define appropriate policies and standards to be deployed throughout the service lifecycle process
Working with other process owners, ensure there is an integrated approach to the design and implementation of problem management, incident management, knowledge management, access management, and request fulfillment
Oversee communication planning for all program work, including the development of release notes
Identify and publish useful and actionable service metrics for OIT, determining where this information is best used and ensuring that decision makers have access
Perform other duties as assigned
Eight or more years of experience managing people, processes, or projects
Experience with enterprise-wide IT operations
Experience with the development, implementation and integration of IT service, and operations or monitoring capabilities
Experience implementing service management processes in an IT service organization
ITIL 4 Foundations certification and ITIL intermediate certifications
Leadership skills, including: leading organizational change; building rapport with colleagues, clients, and customers; mentoring and motivating others
Ability to demonstrate and foster meaningful collaboration
Strong written, oral, and visual communication skills
Proficient in ServiceNow and in the use of reporting software, ITSM tools, diagramming and project management software
Understanding of complementary industry standards, such as SDLC, Agile, and Lean
Bachelor’s degree required; advanced degree in a related field preferred
Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW
Internal Number: 111879053
About Princeton University
Princeton University is a vibrant community of scholarship and learning that stands in the nation's service and in the service of all nations. Chartered in 1746, Princeton is the fourth-oldest college in the United States. Princeton is an independent, coeducational, nondenominational institution that provides undergraduate and graduate instruction in the humanities, social sciences, natural sciences and engineering.As a world-renowned research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching.Today, more than 1,100 faculty members instruct approximately 5,200 undergraduate students and 2,600 graduate students. The University's generous financial aid program ensures that talented students from all economic backgrounds can afford a Princeton education.