IT Service Management Specialist

2 days ago


Stony Brook, New York, United States Stony Brook University Full time
Job Summary

The IT Service Management Specialist will be responsible for the day-to-day support and service delivery of Enterprise Service Management deliverables to the Division of Information Technology (DoIT) and other departments at Stony Brook University. The successful incumbent will have strong interpersonal and organizational skills with attention to detail, and be able to work independently and as part of a team with a collaborative approach to problem-solving.

Key Responsibilities
  • Implement and collaborate on the architecture, configuration, and implementation of various applications within the ITSM instance.
  • Identify customer needs and pain points to provide comprehensive solutions.
  • Attend project meetings and work with teams to provide input on capabilities, timelines, and requirements for implementation.
  • Provide guidance and information on best practices and train application administrators to create and manage their applications.
  • Maintain and support the day-to-day operations of support and maintenance of all ITSM apps within the instance.
  • Manage roles in the ITSM platform to control access to various areas of the platform and manage platform security through user access and roles at all levels.
  • Create and maintain process and knowledge documentation for the platform at a global level and modify the platform to meet the needs of the organization.
  • Assist in developing reports and dashboards not already provided by the platform for users and other stakeholders and manage the data hygiene of the platform.
  • Provide regular reports and updates on application operations and performance of the ITSM strategies and identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons, and risks.
  • Integrate ITSM with other systems when needed and monitor and maintain integrations after implementation.
  • Respond to and remediate customer-initiated issues and service requests/enhancements promptly and monitor, diagnose, and remediate the health, performance, and utilization of the platform, integrations, and automation processes.
Requirements
  • Bachelor's Degree or equivalent experience.
  • Three years of full-time experience in IT support.
  • Experience configuring a ticketing system or designing custom workflows in software platforms.
  • Preferred qualifications include an advanced degree, additional years of experience in IT support, experience with ITSM integration techniques, ITIL Foundations Certified, and experience with program scripting for applications and websites.


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