Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology. We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise. HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment. If you are a technically proficient, nimble, user-focused and accountable IT professional who also connects with the importance of collaborating well in a team environment we are looking for you!
As part of a collaborative, high-energy team, the IT Service Manager will help to define, implement, communicate, and improve service management processes for the services HUIT delivers University-wide. The position will own or manage specific service management processes, particularly Request Management, as well as actively participating in other activities supported by the team (e.g. Change Management, Incident Management), in order to enhance the reliability and value of IT and other services. The IT Service Manager facilitates the alignment of services with business processes and requirements, as well as their continual improvement through the promotion of best practices. In addition, this position assumes the role of project manager for various IT Service Management projects.
The ideal candidate will have strong business and systems analysis skills, with great success in translating business needs into visual representations of workflows and processes.
Principal Duties and Responsibilities (Essential Functions*):
Manage a high-volume, fast-paced work queue and many simultaneous pieces of work
Manage relationships with stakeholders within and outside of HUIT, including external consultants and peers at other institutions
Collaborate with the team to establish and run testing, change management, and communication guidelines for ITSM and ITIL initiatives and related technologies
Participate in the Major Incident on-call rotation (business hours and nights/weekends) and ServiceNow monthly releases/annual upgrades as needed
Oversee project plans and schedules, manage projects and report regularly on project status
Assist in project development, testing, and implementation of system changes and upgrades
Participate in and document business systems analysis for integrations between Service Management technologies, e.g., ServiceNow, JIRA, SharePoint
Manage incoming Incidents and requests for support from customers, escalating as needed
Partner in a team culture that champions innovation, collaboration, openness, and proactively meeting customer needs
We ask that interested applicants provide a cover letter and resume as one document with their application.
Harvard University requires pre-employment reference and background screening.
Harvard University Information Technology is unable to provide work authorization and/or visa sponsorship.
This position has a 180-day orientation and review period.
Harvard offers an outstanding benefits package including:
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
Join Harvard University Information Technology (HUIT) to assure Harvard's leadership in IT!
More about HUIT:
Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University.
To assure Harvard's leadership in IT: We strive to make it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology.
Harvard Information Technology Academy (designed for IT Staff):
HUIT's IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/
Salary Grade: 058
Union: 00 - Non Union, Exempt or Temporary
BA or BS required
Four or more years managing processes or projects, including at least two years of service management experience
Demonstrated leadership, collaborative problem-solving, and customer service skills, including specifically the ability to:
Lead organizational change respectfully, sensitively, and effectively
Build rapport across colleagues, clients, and customers
Mentor and motivate others
Demonstrate and foster meaningful collaboration
Effective communication and collaboration skills for work with people at all organizational levels, including the ability to:
Develop high-quality processes and templates
Negotiate, facilitate, and build consensus
Concisely 'storyboard' complex problems, solutions, results, and approaches
Experience administering and/or configuring applications on the ServiceNow platform a plus
Familiarity with business process modeling and business systems analysis documentation and tools
Experience working in higher education
Experience in service desk management
Understanding of complementary industry standards, such as SDLC, Agile, DevOps, etc.
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 50432BR
About Harvard University Information Technology
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.