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ITSM Solutions Implementation Engineer Student Computing
Job Description
ITSM Solutions Implementation Engineer
Student Computing, Rose Hill
Fordham University
Fordham University has an excellent reputation as a dynamic institution located in New York City. Founded in 1841, Fordham enrolls more than 16,000 undergraduate and graduate students in its 9 Colleges and Schools.
- Fordham University offers a comprehensive and competitive benefits package to its employees, which includes medical, dental, vision, life, and disability insurance.
- We offer tuition remission for employees and their dependents
- A generous employer match towards a 403(b) retirement plan.
- As a tax-exempt organization under section 501(c)(3) of the Internal Revenue Code (IRC), Fordham is considered a qualifying employer for the Public Service Loan Forgiveness (PSLF) program, a federal program designed to forgive student loan debt for employees of certain public and certain nonprofit employers.
- As part of its work-life balance program, the University provides generous PTO including 15 vacation days, 12 sick days, 2 personal days, 6 summer Fridays, and holidays that include paid time off between Christmas and New year.
- University employees have access to the Employee Assistance Program (EAP). EAP provides no-cost, professional, and confidential services, to help employees and family members address a variety of personal, family, life, and work-related issues.
Hybrid Policy:
Please review the Hybrid Policy here.
Position Summary
Reporting to the Executive Director of IT Client Services, the IT Service
Management (ITSM) Solutions Implementation Engineer is responsible for
designing and implementing comprehensive solutions on the ITSM platform.
This position collaborates with stakeholders to understand business
requirements, customizes and configures the platform, develops applications,
manages integrations, provides technical leadership, and ensures the platform is
compliant and adheres to security standards.
Additionally, this position is responsible for continuously improving the ITSM
environment, providing training and support, and contributing to documentation
and governance policies.
This position may require evening, weekend, and holiday hours.
Essential Functions
∙Establishes and enforces governance policies and best practices for ITSM
development and configuration;
∙Develops comprehensive ITSM architecture and design solutions that
align with business objectives and IT strategies;
∙Contributes to the development of ITSM roadmaps, aligning platform
capabilities with long-term business goals;
∙Assesses and plans for platform capacity requirements to accommodate
growth and evolving business demands.
∙Provides technical leadership and guidance to development teams,
ensuring best practices and adherence to ITSM standards;
∙Facilitates training and knowledge-sharing sessions with development
teams and stakeholders to foster a deeper understanding of ITSM
capabilities;
∙Creates and maintains technical documentation, including architecture
diagrams, design specifications, and configuration details.
∙Drives continuous improvement initiatives, exploring and implementing
new features and functionalities to enhance the ITSM environment;
∙Implements and maintains security measures to protect ITSM instances
and ensure compliance with industry standards and regulations; conducts
risk assessments related to ITSM configurations
∙Engages with stakeholders to understand business needs and transform
them into effective solutions within the IT Service Management (ITSM)
platform
Essential Functions Note
This list is not intended to be an exhaustive list.
The University may assign additional related duties as necessary.
Management Responsibilities
Guides work of other employees who perform essentially the same work and/or
student workers. Organizes, sets priorities, schedules and reviews work, but is
generally not responsible for final decisions in hiring, performance management
or compensation.
Required Qualifications: Education and Experience
∙Bachelor’s degree in computer science, information systems, business
administration or in lieu of degree, minimum of 5 years relevant experience
∙Minimum of 3 years experience in IT service management (ITSM)
solutions implementation, configuration, and customization
Required Qualifications: Knowledge and Skills
∙Proficient in ITSM tools and platforms, like ServiceNow
∙Expertise in ITSM processes, including incident management, change
management, problem management, and service level management
∙Proficient in UI, workflow, and application development, overseeing the
rollout of new applications, enhancements, and modules.
∙Skilled in various technical tools and applications, including JavaScript,
Glide Script/APIs, AJAX (Bootstrap, jQuery, etc.), Flow Designer, UI
Macros, and UI Actions
∙Proficient in ITSM implementation projects, covering all phases from
requirements gathering, through solution design, deployment, and post
implementation support;
∙Demonstrated expertise in project management
∙Strong analytical and problem-solving skills, with the ability to troubleshoot
technical issues and propose effective solutions
∙Exceptional communication and interpersonal abilities
∙Proficiency in ITSM system administration tasks, including user
management, workflow configuration, and system customization
∙Proficiency in software development methodologies like Agile, coupled
with hands-on experience in software testing and quality assurance
processes, encompassing test planning, execution, and defect
management
∙Strong documentation skills, including ability to create clear and
comprehensive technical documentation and user guides
∙Strong understanding of Information Technology Infrastructure Library
(ITIL) principles and best practices
∙Working knowledge Google Suite, MS Office Suite (Windows, Excel,
Word, PowerPoint, Project, Visio), TeamDynamix
∙Successful candidates should have a knowledge of and commitment to
the goals of Jesuit Education.
Preferred Qualifications
∙Demonstrated understanding of the technical, business, and cultural
environment of higher education
∙Experience with ITSM solution integration and data migration between
ITSM and other IT systems
∙Experience with ITIL process automation and workflow optimization using
ITSM tools
∙Experience with ITSM reporting and analytics, including creating
dashboards and custom reports
∙Knowledge of emerging trends and technologies in ITSM, such as artificial
intelligence, machine learning and chatbots
∙Experience with IT service catalog management and service portfolio
management within an ITSM framework
∙ITIL certification, such as ITIL Foundation or ITIL Practitioner,
demonstrating advanced knowledge of ITSM principles and methodologies
Minimum Starting Salary: $88,000
Maximum Starting Salary: $110,000
Note: Salary is commensurate with qualifications, experience, and skills.
START DATE: ASAP
APPLY HERE: https://careers.fordham.edu/postings/8204
Fordham University is committed to excellence through diversity and
welcomes candidates of all backgrounds.
Fordham is an Equal Opportunity Employer – Veterans/Disabled and other
protected categories
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