Associate Director of IT Contracts & ITSM Development

Touro University•New York, NY

20h

About The Position

Associate Director of IT Contracts & ITSM Development. Responsibilities Manage technology contracts & software compliance, ensuring that IT services are enabled for client usage & distribution. Coordinate procurement & onboarding of new software for TU campuses in tri-state area. Ensure accuracy of software & services contract governance, adhering to budgetary requirements. Design workflow & integration between IT DataMart, ITSM platform & IAM to ensure compliance with TU & regulatory policies. Build & maintain integrations with 3 rd party systems like MS Entra, Okta, using REST APIs, Workato & ServiceNow. Create & maintain dashboards & reports ServiceNow Performance Analytics. Communicate with vendors & internal stakeholders to ensure compliance with TU policies, regulations & contractual terms. Work with other TU IT organizations to lead development & improvement of ServiceNow modules, including ITSM. Design & implement ServiceNow workflows to support end-to-end IT service delivery. Design & develop Service module in ITSM (Incident, Problem, Change, Service catalog) platform. Manage ServiceNow development & production environments. Maintain competency for continual service improvements & health reporting for ITSM modules. Work with ITSM vendors & operational teams to address ITSM-related issues. Manage IT vendor relationships for centralized services. Support users & staff in assessing impact of proposed changes within Ellucian Banner ERP system. Coordinate lifecycle of centrally-managed and high-risk software & service contracts university-wide. Collaborate with IT teams to identify automation opportunities using ServiceNow, Integration Hub & Workato. Service as delegate to weekly Change Advisory Board to evaluate proposed IT changes.

Requirements

Master’s in Information Systems, Computer Science, or related, + 3 years experience.
Must have IT administration experience using Okta identity management, Microsoft Entra, Workato, Banner ERP applications in higher ed setting.
Experience required with SerivceNow development & administration, workflow automation, API integration techniques, IT procurement & IT security documentation.
Must have Workato Automation One and Two and SerivceNow CSA certifications.

Responsibilities

Manage technology contracts & software compliance, ensuring that IT services are enabled for client usage & distribution.
Coordinate procurement & onboarding of new software for TU campuses in tri-state area.
Ensure accuracy of software & services contract governance, adhering to budgetary requirements.
Design workflow & integration between IT DataMart, ITSM platform & IAM to ensure compliance with TU & regulatory policies.
Build & maintain integrations with 3 rd party systems like MS Entra, Okta, using REST APIs, Workato & ServiceNow.
Create & maintain dashboards & reports ServiceNow Performance Analytics.
Communicate with vendors & internal stakeholders to ensure compliance with TU policies, regulations & contractual terms.
Work with other TU IT organizations to lead development & improvement of ServiceNow modules, including ITSM.
Design & implement ServiceNow workflows to support end-to-end IT service delivery.
Design & develop Service module in ITSM (Incident, Problem, Change, Service catalog) platform.
Manage ServiceNow development & production environments.
Maintain competency for continual service improvements & health reporting for ITSM modules.
Work with ITSM vendors & operational teams to address ITSM-related issues.
Manage IT vendor relationships for centralized services.
Support users & staff in assessing impact of proposed changes within Ellucian Banner ERP system.
Coordinate lifecycle of centrally-managed and high-risk software & service contracts university-wide.
Collaborate with IT teams to identify automation opportunities using ServiceNow, Integration Hub & Workato.
Service as delegate to weekly Change Advisory Board to evaluate proposed IT changes.