IT Process Owner - WashU IT - End User Services

Washington University in St. Louis • St. Louis, MO

23h

About The Position

Position provides operational framework, processes and tools to a specific organization to ensure responsiveness to our customers. This person is responsible for partnering within a department and across teams within WashU IT to increase process maturity and ensuring standards are followed which ensure continuity and consistency for all work processes.

Requirements

• Bachelor's degree
• Information Technology (6 Years)

Nice To Haves

• Master's degree
• ITIL Foundations - Axelos Global Best Practice
• ITIL Foundations - Center for the Application of Information Technology
• Action Planning
• Business Analysis
• Business Information Systems
• Communication
• Customer Service
• Higher Education Technology
• Information Technology Infrastructure Library (ITIL)
• Learning Quickly
• Matrix Management
• Prioritization
• Project Administration
• Resource Planning
• Time Management
• Work Collaboratively

Responsibilities

• Develop and implement operational framework, tools and processes to ensure responsiveness to our customers.
• Using dashboards and metrics, analyze timeliness of resolution, incident recurrence and follow-up for service issues which enable service improvements.
• Partnering with the Service Management Office, work with EUS teams to establish standard operating procedures, policies, and SLAs (service level agreements) that comply with departmental and university standards.
• Provide visibility for EUS leadership and users into quality of our services.
• Perform process maturity assessments regularly to gauge success of service management team.
• Partner with the EUS Quality and Training team to recommend and develop training, templates and SLA/SOPs which will ensure consistency and continuity for service operations.
• Provide feedback internally for service enhancements and improvement of training programs.
• Participate in strategic planning for End User Services.
• Ensure adherence of services to departmental and university service standards.
• Act as a source of direction, training, and guidance for less experienced staff.
• Provide formal and informal feedback.
• Provide input for professional development.
• Mentor and coach professional staff within EUS on processes and best practices within the ITIL framework
• Perform other duties as assigned.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees