IT Service Mangement Lead, Department of Information Resources

Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we are looking for strategic thinkers who will help assure the security and compliance of UT Southwestern. With a career in our Information Technology department at UT Southwestern, you will be able to help with our mission to provide exceptional clinical care and create cutting-edge research programs as you grow your IT and security career. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a life-changing career!

Job Summary

This position is responsible for ensuring the overall success of service management practice(s). The Service Lead is responsible for improving the efficiency, effectiveness, and quality of services provided to all UTSW stakeholders through ITSM. This role serves as part of the ITSM team that works in close partnership with departments across the institution to drive operational excellence, and continual process improvement. The ITSM Service Lead actively engages with stakeholders to ensure that Information Technology Infrastructure Library (ITIL) practices and ITSM methodology deliver best practice services and increased service value. This position reports to the (Sr. Manager of IT Service Delivery or Asst. VP of Operations and Constituent Experience).  This role requires prior ServiceNow Experience. 

Education and Experience

Minimum Requirements

• Bachelor’s degree in major coursework in computer science, math, information systems, or other related field and six (6) years progressively responsible information technology experience.
• An equivalent combination of education and/or directly related experience may be substituted in lieu of the stated requirements to include in depth knowledge and experience in ITSM process management, prior experience planning, implementing, and maturing IT Service Management practices and processes. ITIL v4 Foundations (ITIL practitioner) is a plus.
• Prior ServiceNow experience is required. 

Specific Job Duties

• Liaison between Service management Center of Excellence (CoE) and user groups, primarily focused on maintaining uniform and best practice ITSM processes.
• Defines and maintains enterprise wide ITSM processes (INC, MI, PRB, CHG, DMD, RQST, KNW). Creates, maintains, and updates process documentation.
• Defines KPIs and measures process performance against the defined KPIs.
• Coordinates with user groups to: Ensure that the user groups are following the defined process, provide required coaching/guidance as required. 
• Receive process related feedback, question, concerns, and address them. Identify new requirements and document in backlog.
• Keep user groups informed on upcoming ServiceNow platform activities (upgrades, releases etc.)
• Coordinates with CoE team to: Gathering requirements, acceptance criteria, and creating user stories for development.
• Review platform backlog and prioritize implementation.
• Support platform team via elaborating requirements, testing.
• Planning and implementing IT Service Management processes. 
• Advises and promotes ITIL best practices.
• May also be responsible for training and educating employees about the various processes in the workplace and ensuring accurate data tracking.
• Perform other duties as assigned. 

Knowledge, Skills & Abilities

• Excellent communication, team coordination, and analytical skills. Prior experience of working as ITSM process analyst or lead. Familiar with ServiceNow ITSM (any prior experience is a plus). Good understanding of scrum process (especially backlog management). Analytical abilities to review process performance and identify areas of improvement. Educate and act as an advocate for ITSM practices. Demonstrated success in partnering with IT service management and development and team members to deploy ITSM in an iterative manner over time. Experience working in a variety of enterprise ITSM tools and utilizing strong analytical skills. Proficient in the use of software tools like spreadsheets, data modeling tools, and computer-aided design software. Comfortable with basic programming languages like Java, C# and SQL and technologies like cloud computing and DevOps. Ability to manage multiple concurrent responsibilities and summarize status to management. Creative and strategic thinking, and the agility necessary to master both the daily hands-on analysis and the big picture strategy. Adapt and work effectively with a variety of situations and groups. Manages work well, establishes timelines and clear priorities. Proactive and takes initiative and ownership of the Service Lead role. Excellent written and oral communication. Exceptional interpersonal skills. 

Working Conditions

Work is performed primarily indoors in an office environment.

To learn more about the benefits UT Southwestern offers visit https://www.utsouthwestern.edu/employees/hr-resources/

For COVID-19 vaccine information, applicants should visit https://www.utsouthwestern.edu/covid-19/work-on-campus/

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran