Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of Washington University IT. This position is for the Danforth Campus.
Oversee all aspects of the incident management process within the Shared Infrastructure functional area, from evaluation to resolution. Records all issues and helps to design ways to prevent similar problems in the future. He or she can manage technical support teams, create procedures to deal with problems and develop solutions. Participate as the Significant Incident Manager and report outage metrics to senior leadership.
PRIMARY DUTIES AND RESPONSIBILITIES:
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the ticket process.
Primary functions include:
Matrix management of Shared Infrastructure staff assigned to tickets
Ticket management for all areas within Shared Infrastructure
Validating incident management process adherence
Provide regular ticket and service metrics to leadership and customers
Shared Infrastructure service health reports
Participate as a Significant Outage Incident Manager for all of WashU IT.
Lead outage incidents to their resolution
Enlist required technical expertise as needed
Communicate outage updates tactfully to technical and business customers
Report regular outage metrics regularly to the OCIO Executive Team
Conduct lessons learned meetings and associated metrics
Disciplined project management methodology including documentation and implementation standards required to meet project milestones
Maintaining Shared Infrastructures liaison role with the incident management system
Conduct regular executive level customer meetings and communication updates
Bachelor’s degree in related field, plus 6 years of related experience or equivalent combination of education and experience
Background with information systems level preferably in an academic environment
ITIL Framework experience
Experience working in a University environment
ITIL Foundation Certification
Ability to adjust to abrupt changes in priorities and strategy
Must exercise good judgment and common sense in determining priorities
Strong technology background that aligns with the IT objectives
Must possess excellent people skills when working with internal and external contacts
Excellent time management, resource planning and project management skills required for seeing projects through to completion
Must possess strong business analysis skills and excellent technical background to allow understanding and employment of technology solutions in business functions
Must be flexible and willing to work extended hours as necessary, and recognize the need to do so
Strong technical aptitude with major technology platforms
Experience with designing and implementing of business solutions
Must be able to conduct oneself in a professional manner
Excellent organizational and communication skills both verbal and written
Strong business analysis/project management skills and experience
The hiring range for this position is $78,874 - $104,499 annually.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Will need to be able to travel to on-campus and off-campus locations for meetings as needed.
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.