ITSM Program Manager

Special Instructions to Applicants
You will be required to attach the following electronic documents to your online application:

1. A resume/CV and;
2. A cover letter indicating how you meet the minimum qualifications for the position.

You will also be required to submit the names of at least three professional references, their e-mail addresses, and telephone numbers as part of the application process. 

Any application missing the above documents/information may be considered incomplete. 

If you would like to view the complete position description including the duties please send an email to ishr@uoregon.edu and reference the job title and job number in the subject line.

Department Summary
Information Services (IS) is the central information technology unit at the University of Oregon and provides wide ranging services to campus. Information Services consists of four major functional areas: Customer Experience, which serves as the key contact point for interactions with campus clients and customers; Applications & Middleware, which manages and supports applications, integration services, identity management and data management; Information Security, which helps protect virtual or physical information; and Technology Infrastructure, which provides administration and support for the software, hardware, and services needed to support the campus IT environment. Information Services also includes the Advanced Network Technology Center. IS works closely with the Network for Education and Research in Oregon.

Established in 1876, the University of Oregon offers a breadth and depth of curricula with more than 270 academic programs and provides the opportunity to work at a respected research university with a strong holistic, liberal arts foundation. The UO also has a history of political and social involvement that embraces diverse beliefs, cultures, and values, and it is committed to environmental responsibility.

The University is also proud of its newly-announced Phil and Penny Knight Campus for Accelerating Scientific Impact, an initiative specifically designed to fast-track scientific discoveries and the process of turning those discoveries into innovations that improve the quality of life for people in Oregon, the nation and beyond. Information Services collaborates with Research and Innovation and our schools and colleges to support the research, teaching, and learning mission of the University.

Eugene is the home of the University of Oregon. Located in the lush Willamette Valley, Eugene is well-known for outdoor pursuits like running, cycling, rafting, and fishing, as well as arts, music, crafts, brewing, wine-making, and community-supported agriculture. With branches in Portland and on the Oregon coast, the UO is deeply connected to Oregon's natural and cultural treasures.

Position Summary
Reporting to the Associate CIO of Customer Experience, the ITSM Program Manager works closely with a team of Information Services staff, student employees, project/program managers and IT partners across the University to manage IT Service Management process design, creation, implementation, and improvement. This role will be required to create and maintain standard processes and documentation as a way to facilitate repeatable and reliable service activities across Information Services. 

The ITSM Program Manager will manage student interns and provide guidance and direction to other technical and IT professionals. 

Though this position does not directly supervise professional IT staff, the ITSM Program Manager possesses authority to formulate and carry out management decisions or represent management's interests in taking discretionary actions as appropriate. This position provides input into the overall Customer Experience budget requests and expenditures but does not have any direct budgetary authority.

This position will participate in on-call rotations. 

Candidates who promote and enhance diversity are strongly desired.

Minimum Requirements

• Bachelor's degree or an equivalent amount of skills and experience. 

• Three years of technology service management experience demonstrating progressive responsibility.

• Two years designing, developing, and implementing service processes or similar framework systems.

• Experience with two or more of the following: change management, incident management, service desk, problem management, and service catalog. 

• Demonstrated basic IT knowledge, as obtained via work with applications, help desk operations, lab management, as a technical subject matter expert, etc.

• Experience producing documentation and/or creating repeatable procedures.

Professional Competencies

• Ability to work effectively with faculty, staff, and students from a variety of diverse backgrounds.

• Demonstrated problem-solving skills.

• Ability to adapt within a rapidly changing technical environment.

• Excellent verbal and written communication skills, including the ability to explain technical concepts to audiences with a wide range of technical skills.

• Ability to work independently as well as in a team-oriented, collaborative environment.

• Excellent organizational skills and demonstrated attention to detail.

• Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team building skills.

• Demonstrated ability to work collaboratively with a team of diverse IT professionals, clients, partners.

• Demonstrated understanding of key trends in the IT industry, particularly on IT service management practice and technology.

Preferred Qualifications

• ITIL Foundations or higher certification.

• Experience leading a cross-functional IT team on complex service process design.

• Experience in an enterprise IT.

• Experience in a higher education environment.

• Experience with formal business process development and management.

FLSA Exempt: Yes

All offers of employment are contingent upon successful completion of a background inquiry.

The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.

The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at uocareers@uoregon.edu or 541-346-5112.

UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.

In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at http://police.uoregon.edu/annual-report.