ITSM Support Specialist

Required Qualifications: (as evidenced by an attached resume)
Bachelor's Degree. In Lieu of the degree, a combination of education and directly related full-time experience totaling seven [7] years may be considered. Three [3] 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 (more then three years). Experience with ITSM integration techniques (API and other methodologies). 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.

Brief Description of Duties:
Reporting to the Enterprise Service Management Facilitator, the ITSM Administrator is 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. The successful incumbent will have interpersonal and organizational skills with attention to detail. The incumbent should be able to work independently and as part of a team with a collaborative approach to problem-solving. The incumbent should effectively communicate and collaborate with stakeholders and cross-functional teams.

• Implement/Collaborate on the architecture, configuration, and implementation of various applications within the ITSM instance. This will include demonstrations of the capability of the ITSM instance to various departments across campus. Identify customer needs and pain points to provide comprehensive solutions. Attend project meetings. 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 then manage their applications. Manage and communicate ITSM process and business requirements to each implementation team. Develop required documentation such as workshop agendas, presentations, gap analysis reports, process flow diagrams, and roles/responsibilities.
• Maintain/Support/Manage 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 groups, and assign specific individuals to groups through roles. 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. Identifying 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. Respond to and remediate customer-initiated issues and service requests/enhancements promptly. Monitor, diagnose, and remediate the health, performance, and utilization of the platform, integrations, and automation processes.
• Plan/Collaborate with ITSM Admin team in managing application upgrades, loading, and data maintenance. Lead the periodic upgrade/release efforts and collaborate in resolving all identified conflicts. Drive the continuous improvements of our implementation methodology and service offerings based on client experiences. Assist in troubleshooting patch/release management issues. Stay up to date with the latest ITSM features and enhancements. Promote continuous process improvement practices through process metrics/KPIs dashboards.
  
• Data Security: Review appropriate cyber and information security policies and standards. Enforce compliance and safe practices for data and systems within your purview-report unresolved violations and security incidents in a timely manner. Complete assigned safe computing training on an annual basis. Only use it to accomplish your professional obligations and responsibilities when granted access to data.
  
• Customer Service: Responsible for delivering optimal customer service by understanding the needs and expectations of internal and external customers. Responsible for understanding the needs and expectations of stakeholders, including communicating information to the end user in an empathetic and comprehensible manner.
  
• In the performance of all job duties, at all times, the incumbent will be responsible for delivering optimal customer service, protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes.
• Other duties or projects as assigned as appropriate to rank and departmental mission.

Special Notes:
This is a full-time appointment. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.

For this position, we are unable to sponsor candidates for work visas.

This position will remain posted until filled or for a maximum of 30 days. An initial review of all applicants will occur two weeks from the posting date. For full consideration, applications must be received before the initial review date. If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date.

"SUNY implemented a hybrid telecommuting pilot program. This position has been approved to participate in the pilot, which allows for up to 5 remote days per pay period."

Resume/CV and cover letter should be included with the online application.

Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.

If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at (631) 632-6280 or visit OEA.

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