General Information
| Job Description | BUS SYS ANL SUPV 2 | Working Title | Manager, Service Management |
|---|---|---|---|
| Job Code | 000540 | Grade | 24 |
| Department Name | Portfolio Demand & ITSM - D02065 | Department Head | Matthew Gunkel |
| Supervisor | Rebecca Hutchins | Effective Date | 04/03/2023 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|---|---|
| 000652 | APPLICATIONS PROGR 4 | 4.0 |
| 007394 | ORGANIZATIONAL CNSLT 3 | 1.0 |
| 007300 | APPLICATIONS PROGR 3 | 1.0 |
Generic Scope
| Provides direct supervision typically to professionals or skilled technical employees. Functions as advisor to unit and administration. Analyzes and resolves problems, interprets policies (e.g., fiscal management, HR, contracts and grants, resource management in defined areas) and demonstrates solid subject matter knowledge. Exercises judgment within defined procedures and policies to determine appropriate action. Supervises staff to assure accountability and stewardship of department resources (operational, financial, and human) in compliance with departmental goals and objectives. |
Custom Scope
| Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to staff according to established policies and management guidance. Administers policies that directly affect subordinate staff. Recommends changes to department policies and practices. Identifies risks and responds accordingly. Provide priority setting and work flow analysis. |
Department Custom Scope
| The Manager of Service Management team will serve as the Service Now product owner and lead a team of technical professionals in maintaining existing ITSM modules within Service Now as well as partnering with organizations on campus to develop new practices and procedures as ITS moves to expand its service offerings within the platform and bring on new modules. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
| Advanced degree in related field. | Preferred |
Experience Requirements
| Experience | Requirement |
|---|---|
| 6 - 10 years of related experience. | Required |
| Previous experience with ServiceNow Platform 2-3 years | Preferred |
| Demonstrated experience with process analysis, systems analysis, process architectures and systems analysis methodologies and practices including traditional waterfall, Agile, Agile Scrum, Unified Modelling Language (UML), UML Enterprise, etc. | Preferred |
| Previous supervisory/managerial experience. | Preferred |
License Requirements
Certification Requirements
| Certification | Requirement |
|---|---|
| Information Technology Infrastructure Library (ITIL) Foundation | Preferred |
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Applies advanced Enterprise Service Management expertise and knowledge in Information Technology Infrastructure Library (ITIL) framework to lead organizational and campus wide efforts to identify, evaluate and define highly complex business practices , standard processes and systems and industry standards to meed end-user needs. | 25 |
Supervises the development of methods and procedures on new assignments and provides leadership to other members of department. Provides specialized expertise to identify, evaluate and develop systems and procedures to meet users' needs.
|
15 |
Creates highly technical specifications for systems with broad impact.
|
10 |
| Specifically, manages/leads the ServiceNow ITSM team and coordinates service management delivery across the organization to campus users. | 10 |
| Supervises unit integration and acceptance testing activities. | 5 |
| Oversees cross-functional teams to solve complex business or systems issues. | 5 |
| Communicates technical information in a clear and concise manner. | 5 |
| Understands business needs and how business systems can support those needs. | 5 |
| Participates in developing and monitoring operational and budget processes, staff FTE, finance, human resources and space planning. | 5 |
| Develops business processes with adequate business process controls and compliance aligned with regulatory requirements. Ensure compliance and business process controls. | 5 |
| Participates in the development and monitoring of policies and procedures for department or department operations. | 5 |
| Recommends hiring of new employees, salary actions, terminations, and performance ratings. | 5 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Demonstrated skills needed to develop process and system implementation plans. | Required |
| Advanced knowledge on Enterprise Service Management delivery. | Required |
| Knowledge relating to the design of processes and software across the organization. | Required |
| Strong critical thinking, persuasion/negotiation, mentoring, leadership/management, problem solving, human resources policies and procedures relating to management responsibilities. | Required |
| Knowledge of business analysis processes and procedures and alignment and compliance with applicable policy and regulation. | Required |
| Excellent oral and written communication, quantitative and analytical skills. | Required |
| Advanced knowledge of business processes and procedures. | Required |
| Expertise in Information Technology Infrastructure Library (ITIL) Framework. | Required |
| Advanced knowledge of business and process analysis functions. | Required |
| Demonstrated testing and testing planning skills. | Required |
| Self-motivated and works independently and as part of a team. Able to meet deadlines and demonstrates problem solving skills. | Required |
| Knowledge of related areas of IT. | Required |
| Advanced skills and methodologies associated with process and software design, modification and implementation. | Required |
| Advanced knowledge of related areas of IT. | Preferred |
| Understanding and skill in complex process and systems requirement documentation standards, such as Use Case modeling, User Story creations and narrative description. | Preferred |
| Demonstrated skill in managing technical staff. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Must pass a background check. | Required |
| Occasional travel for university-related business meetings, conferences, and/or developmental opportunities. | Required |
| Must possess or obtain a valid CA Drivers License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university business. | Required |
| Ability to drive university-owned vehicle (e.g. golf cart) around the general campus. | Preferred |
| Travel Outside of Normal Business Hours | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| Direction |
Environment
Working Environment
| Hybrid |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |