Assistant Director of ITSM and Service Strategy

Position Details About the Institution Indiana State University is a world-class center of higher education, located in Terre Haute, Indiana, and serving a multi-state region that stretches from Indianapolis to St. Louis, Chicago, Louisville, Cincinnati, and beyond. It has been recognized by the Princeton Review as among the best universities in the Midwest.

Indiana State is a beautiful, pedestrian-friendly campus located within walking distance of local shops, restaurants, and activities in Terre Haute’s historic downtown district. Situated near the Indiana-Illinois border, the campus is about an hour’s drive from Indianapolis and within a few hours of other major metropolitan areas.

Indiana State, one of the most diverse campuses in Indiana, is a welcoming community of students, faculty, and staff representing most U.S. states and many countries around the world. There are more than 260 student-run organizations offering activities and entertainment throughout the year, along with 15 NCAA Division I athletic teams, a first-rate student recreation center with numerous classes and recreational sports programs, and a Performing Arts Series and University Speakers Series that bring national touring productions and speakers to campus. Indiana State is a place of belonging where students, faculty, and staff learn and thrive together.

Indiana State University is an equal opportunity employer committed to diversity, inclusion, and belonging in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), religion, sexual orientation, gender identity, gender expression, age, national origin, status as an individual with a disability, status as a protected veteran, genetic information, political views or activity, or any other applicable legally protected characteristics. This policy applies to all employment practices within our organization, including recruiting, hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and applicable apprenticeships.
If you need assistance or an accommodation due to disability, you may contact us at isu-humanresources@indstate.edu Comments to Applicants Candidates must be eligible to work in the U.S. for other than practical training. The university will not provide visa sponsorship for this position.

Review of applications will begin on March 25, 2024 and continue until the position is filled.
Please note that the references you provide on your application will receive a notification request for a recommendation letter if selected for interview. Department Office of Information Technology Work Schedule Mon – Fri, 8am – 4:30pm
Some additional hours may be expected, especially during peak times in August.
In person work required. Notice of Vacancy Number 24-00056 Desired Start Date 04/01/2024 Open Date 03/12/2024 Close Date Open Until Filled Yes Job Category Staff-Exempt Professional Benefits Associated with this Position Life Insurance : The coverage amount is based on two and one-half times appointment salary rounded up to the next whole thousand with a maximum coverage of $100,000 and includes the same amount of Accidental Death and Dismemberment benefits. The University currently pays the entire cost of coverage. Medical, Dental and Prescription Drug Coverage : The cost of coverage is shared between employees and the University. Rates are determined by participation in Wellness Program and use of tobacco products. Coverage is available on the first of the month following appointment date. TIAA Retirement Contributions : Contributions begin based upon the first day of employment at a contribution rate of ten (10) percent of base appointment salary paid in full by ISU. The contributions are vested immediately. There are 40 investment options from which to choose. TIAA Auto Enroll : New employees are automatically enrolled in a tax deferred retirement program at hire: three (3) percent is deducted before taxes for the program to facilitate retirement planning. Employees may opt out of the program within 90 days. Long Term Disability Coverage : Employees are eligible after three (3) years of continuous, regular employment with the University. This policy guarantees approved disabled employees a 66 2/3 percent income protection (from all sources) after 180 days of continuous total disability. Immediate participation is available for current members of a comparable group disability insurance program within 90 days prior to ISU employment and that would have provided income protection upon disability for at least five years. Fee Waiver Program : For the employee, spouse and dependent children: Staff may enroll in up to 18 hours of course work each academic year at a reduced rate. Spouses may enroll in 15 semester hours each academic year with 80% of qualified tuition waived. Dependent children of regular full-time staff who are full-time degree seeking undergraduate students at ISU may receive a fee waiver of 80% of qualified tuition for up to a total of ten (10) semesters. Sick Leave : Accrued at a rate of 12 days per fiscal year with unlimited accumulation. Vacation : Pay level 11 and below accrues up to 15 vacation days earned per year 1 through 4; 20 vacation days per year thereafter. Pay level 12 and above accrues 20 vacation days per year Optional Benefits Voluntary Life Insurance : Additional amounts of life insurance may be purchased on employee, spouse and dependent children. Voluntary Vision Plan : May enroll within the first 31 days of employment date. Job Summary/Basic Function The Assistant Director of ITSM and Service Strategy facilitates the formulation and adoption of improved service management processes, as part of a robust service value chain, including the documentation and publishing of standard services and metrics to ensure effective use of the ITIL toolset, data analysis methodologies, technology implementations, and service level agreements. The Assistant Director of ITSM and Service Strategy works closely with the OIT leadership team to identify, recommend, implement, and support cost effective, leading-edge technology solutions that enable reliable and secure IT customer support across campus. The Assistant Director of ITSM and Service Strategy manages two full-time staff members as well as graduate assistants and other student employees. Specific Responsibilities Strategic planning for service management tools, digitization, and modernization.
Assist with using available tools to gather and interpret data for decision making and operational purposes.
Work with campus departments to move forward with using service management and modern tools.
Be a subject matter expert in Team Dynamix and Microsoft productivity tools. Required Relevant Education & Experience Bachelor’s degree and 5+ years of experience with ITSM Required Field(s) of Study N/A Preferred Relevant Education and Experience Proven experience in IT service management, process management, and change management in a complex organizational setting, preferably in higher education.

Supervisory Responsibilities Has direct supervisory responsibilities as a first-line supervisor. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Required Certificates, Licenses and Registrations Other Required Certificates, Licenses and Registrations Preferred Certificates, Licenses and Registrations Other Preferred Other Certificates, Licenses and Registrations Certification in ITIL (Intermediate or Expert level) or equivalent experience with ITSM frameworks.

Knowledge, Skills and Abilities Able to adapt to change, Able to assemble, analyze and present data, Able to learn and retain information, Able to multitask, Able to plan, organize, and implement projects in a timely manner, Able to read English, understand, and follow verbal and written instructions, Able to work both independently and collaboratively, Able to work carefully and politely around others, Able to work well with others, Attention to detail, Demonstration of high ethical standards, integrity, professionalism, politeness, and courteousness, Excellent customer service skills, Excellent interpersonal, organizational, planning, teambuilding and problem solving skills, Excellent leadership skills, Experience and knowledge in job related program, Proficiency with Microsoft Office and other computer applications, Proven verbal and written communication skills, Willing to interact with students, Willing to work extended hours during events and peak seasons, when required, Work effectively with a diverse community, Excellent public speaking skills, Must be comfortable networking with groups or individuals, Professional demeanor, high energy, dynamic personality and excellent communication and interpersonal skills Other Knowledge, Skills and Abilities N/A Qualifications & Disclaimer

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The information on this description is designed to indicate the general nature and level of work performed by employees within the classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

NCAA Guidelines

All employees and staff of ISU are bound by all NCAA, Missouri Valley Conference and institutional rules and regulations pertaining to intercollegiate athletics and must conduct themselves in accordance therewith. For more complete information on the duties and obligations of ISU employees and staff in this regard, employees and staff should contact the Compliance Office in the ISU Athletic Department.

No ISU employee (whether paid or a volunteer) shall knowingly influence others to furnish the NCAA or an ISU investigator/compliance officer false or misleading information concerning an individual’s involvement in or knowledge of matters relevant to a possible violation of an NCAA regulation. Failure to abide by this term of employment shall constitute unethical conduct as defined by the NCAA and may result in immediate suspension and/or termination of the employment relationship with ISU.

Position Reappointment Required No Job Duties Essential Duties and Responsibilities Develop and maintain an ITSM framework in alignment with ITIL best practices to support the service lifecycle and improve service delivery. Oversee the IT service catalog and service level agreements (SLAs), ensuring they are up to date, relevant, and adhered to. Essential Duties and Responsibilities Collaborate with various university departments to identify their technology requirements and plan for improvements. Ensure IT services meet both client expectations and technical specifications. Manage the onboarding of new services for campus partners, ensuring a seamless integration into our existing service portfolio. Essential Duties and Responsibilities Schedule and lead regular service reviews to assess performance, gather feedback, and identify areas for enhancement. Utilize data analytics to evaluate service performance metrics and drive continuous improvement initiatives. Perform periodic surveys to each customer base for overall satisfaction of services. Share all findings as appropriate with OIT leadership, staff, and the larger ISU community. Essential Duties and Responsibilities Guide the change management process, including the evaluation, authorization, implementation, and documentation of all changes to IT services. Foster a culture of excellence, service orientation, and continuous improvement within the IT department. Essential Duties and Responsibilities Provide direct supervision and leadership to IT professionals, fostering an environment of continuous learning and development, accountability, and high performance. Prioritize and manage multiple concurrent projects and service demands, ensuring effective resource allocation and adherence to timelines without compromising service quality. Essential Duties and Responsibilities Performs other duties as assigned.

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