IT Service Management Specialist

4 weeks ago


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

We are seeking an experienced IT Service Management Specialist to join our team at Stony Brook Medicine. The successful candidate 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 the University.

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.
  • Train application administrators to be able 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.
  • Manage platform security through user access and roles at all levels based on user needs.
  • Create and maintain process and knowledge documentation for the platform at a global level.
  • 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.
  • Manage the data hygiene of the platform.
  • Provide regular reports and updates on application operations and performance of the ITSM strategies.
  • Identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons, and risks.
  • Integrate ITSM with other systems when needed.
  • Monitor and maintain integrations after implementation.
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: Advanced Degree, additional years of experience in IT support, experience with ITSM integration techniques, ITIL Foundations Certified, experience with program scripting for applications and websites, experience with Team Dynamix and iPaas platforms, experience working as part of an IT team, experience developing an ITSM, experience with incident management, problem management, and change management.
What We Offer

Stony Brook Medicine offers a competitive salary and benefits package, as well as opportunities for professional growth and development. We are an equal opportunity employer and welcome applications from diverse candidates.



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