Job Duties
Duties & Responsibilities:
Serve as subject matter expert for the University’s ITSM tool
Develop and implement ITSM procedures, guidelines, and standards to ensure alignment of ITSM processes
Manage and report on ITSM metrics
Provide training and support to technical support staff for the ITSM tool and processes
Analyze ITSM issues to identify and recommend ITSM process improvements and ticket resolution management
Stay up-to-date on ITSM best practices and new technologies
Performs other duties as assigned
Requested Minimum Qualifications
Education:
A Bachelor’s Degree in Information Technology, Business Administration, or another related field from an accredited college of university is required.

Experience:
ITIL certification
Minimum: 3+ years of experience using ITSM tools