Job Description

Job Summary
The ITSM Manager provides oversight and leadership to the team that focuses on helping the Office of Information Technology (OIT), assessing problems and opportunities related to IT Service Management (ITSM) function, and developing appropriate solutions on the University’s ITSM platform. This role is responsible for ensuring the team addresses OIT’s needs by defining, analyzing, documenting, and testing requirements. In addition, the position involves working at a high technical level by gaining a detailed understanding of the platform and its components, capabilities, limitations, and product roadmap.
Essential Duties and Responsibilities
ITSM Platform Management
Creates the product vision and roadmap that considers customer, end-user, and organizational needs. Develop and execute the strategy while advocating the Product and services to increase adoption.
Responsible for ensuring the day-to-day administration of the platform, scheduling upgrades, overseeing release plans and auditing scheduled jobs and current integrations.
Provides development resources for the support and maintenance of various ITSM modules, including custom developed applications.
Collaborates with the development team by providing guidance according to business needs and requirements for configuration, development, testing, and implementation of additional modules.
Collaborates with testing resources and other process owners to ensure test cases are built, provide direction for test automation where applicable and build rigor into the testing procedures.
Collaborates closely with Vendor(s) and OIT Vendor Management Office to acquire and maintain the optimal licensing contract that serves OIT’s and UTA’s goals.
Ensures the product is delivering ROI to the organization.

Team Management:
Manages and leads the ITSM Platform Services team to support the organization by evaluating employee performance and taking required actions to assist their professional development and deliver top quality work.
Mentors and coaches team members while helping them achieve their annual goals.
Manage the team’s resource forecasting and allocation to ensure alignment of top priority projects with the organization strategic goals.

Other:
Identify, track, and report key performance metrics that are indicative of system, team, and individual performance.
Collaborate to develop and implement key processes to support the department roadmap.
Perform other duties assigned.

Knowledge, Skills, and Abilities
- Advanced knowledge and expertise of all phases of the application development lifecycle and
project management disciplines including Agile methodologies.
- Strong knowledge of Web Application infrastructure including Cloud Service Providers,
Application Server, Networking, and Web Application security.
- Advanced knowledge in source control tools such as GitHub-
Strong knowledge with the design and development of complex systems and object-oriented
programming and S.O.L.I.D design principles.
- Ability to manage, coach, train, and lead a high caliber and diverse team of professionals.
- Excellent organizational skills and ability to prioritize, balance, and manage multiple efforts.
- Excellent interpersonal and customer relationship skills.
- Values communication in all directions: up, out, and down.
- Excellent conflict resolution skills facilitating timely decisions when needed.
- Strong leadership skills to build and empower effective teams and maintain healthy professional
relationships with peers, stakeholders, and senior leadership.
- Lead by example with confidence, a positive attitude, patience, honesty and integrity, and a
strong sense of commitment.
- High level of professionalism and ability to adapt and thrive in challenging and dynamic
environments.


Required Qualifications
Minimum Education Level

Bachelor’s degree in Computer Science, Information Systems, or another related field. Or related work experience.

Minimum Years of Experience

Three (3) years of experience with ITSM and/or ITIL concepts and framework.
Two (2) years of experience in a supervisory role.
Two (2) years of experience in a role related to the software development lifecycle

Preferred Qualifications
- 3+ years’ experience in an ITSM platform such as ServiceNow.
- 3+ years’ experience in a higher education environment.
- 5+ years as a software development experience.
- 5+ years of experience and proficiency with languages, frameworks, and technologies such as
Java, Python, Node.js, AngularJS
- 5+ years of experience with PHP, HTML, CSS, JavaScript
- Experience using the latest trends in the software development industry, including Cloud and
Mobility.
- Experience in Test/Behavior driven development.
- Experience with managing the development of SaaS and cloud-based applications.
- Experience with vendor relationship management
- Experience with financial controls and department budget management

Working Conditions
Use of standard office equipment, personal computer, and Microsoft office. General office
conditions. Specific job requirements or physical location of positions allocated to this
classification render the position security sensitive and thereby subject to the provisions of
Section 51.215 Texas Education Code.