IT Service Management Specialist

6 days ago

Overland Park, United States Johnson County Community College Full time $61,900 - $80,900

Position Summary: The IT Service Management Specialist plays a crucial role in driving digital transformation and process improvement at Johnson County Community College (JCCC). This position is responsible for the design, implementation, and management of IT service processes, ensuring alignment with the ITIL v4 framework and leveraging the TeamDynamix ITSM platform. The ideal candidate will be skilled in digital collaboration, comfortable with hybrid work environments, and proficient in leading virtual meetings designing automated workflows.

Required Qualifications:

  • Bachelor’s degree in information technology, Business Administration, or relevant fields of study. Experience may be substituted for degree.
  • Minimum of 2 years’ experience with IT Service Management tools, TeamDynamix preferred.
  • Proven IT Service Management experience, ideally within an academic or large organizational setting.
  • Exceptional written and verbal communication.
  • Strong digital collaboration skills, including experience with video conferencing, hybrid meeting facilitation, and digital workflow automation.
  • Excellent communication and interpersonal skills, with a demonstrated ability to lead training and communicate effectively across diverse teams.
  • Strong analytical skills, with experience in metrics development, tracking, and data interpretation.
  • Ability to work independently, prioritize tasks, and deliver results in a dynamic, fast-paced environment.

Preferred Qualifications:

  • ITIL Certification (such as ITIL 4 Foundation, ITIL MP, ITIL 4 Specialist).
  • Experience with digital transformation initiatives.
  • Project management skills, particularly in process improvement or IT operations.
  • Coding experience (Python & Javascript preferred).

To be considered for this position we will require an application, resume, and cover letter.

  • Unofficial transcripts are required for all Adjunct faculty and Faculty positions.

Position Details: Job duties include but are not limited to:

  • Process Design & Implementation: Lead the design, documentation, and continuous improvement of IT service processes, ensuring alignment with institutional goals and ITIL v4 best practices.
  • Work Intake & Triage: Support the IS Leadership team in effectively managing the flow of work by developing and monitoring indicators of performance for intake, triage and escalation for service requests. Create reports and manage analytics to measure and improve prioritization and ensure operational integrity.
  • System Administration & Development: Develop and maintain forms, workflows, reports, and dashboards within the TeamDynamix ITSM platform and related systems, ensuring accurate reporting, data-driven decision-making, and implementing processes.
  • Staff Training & Support: Ensure IT staff, especially service owners, are well-versed in IT service processes, providing guidance on execution and evaluation to promote consistency and quality.
  • Metric Development & Tracking: Collaborate with IT service owners to define, develop, and monitor service metrics, tracking performance and identifying improvement opportunities.
  • Service Request (SR) Ownership: Act as the ITSM Owner for the Service Request (SR) process, providing oversight and ensuring end-to-end service continuity.
  • ITSM Governance Participation: Serve as an active member of the ITSM working group, supporting service governance for teams reporting to the CIO.
  • Communication & Training: Develop and deliver training and communication strategies that enhance process clarity, promoting understanding and adoption across the organization.
  • Service Continuity Support: Serve as a point-of-contact for service owners (e.g., incident, problem, change, asset management) to ensure seamless, end-to-end service continuity and alignment with IT service management practices.
  • Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.

About JCCC: Established in 1969, Johnson County Community College is dedicated to transforming lives and strengthening communities through learning. Located in Overland Park, Kansas, JCCC has enjoyed a national reputation for educational excellence and student success for more than 50 years. That's five decades dedicated to smaller class sizes, more resources and a thriving campus culture – not to mention our competitive tuition rates and extracurricular experiences that transcend the norm.

Equal Employment Opportunity: JCCC provides equal opportunities and equal access to all individuals and is an affirmative action employer. JCCC does not discriminate on the basis of sex, race, color, national origin, ancestry, disability, age, religion, marital status, parental status, military status, veteran status, sexual orientation, gender identity, genetic information or other factors that cannot be lawfully considered in its programs and activities, which includes employment and admissions, in accordance with applicable civil rights and nondiscrimination laws.

Disclosure: If you need any assistance throughout the search process, please reach out to the HR Generalist for this position. In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.

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