IT Service Management Specialist (CEMI)
About The Position
The Cornell Experience Modernization Initiative (CEMI) is a multi-year program designed to improve the experience of students, faculty, staff, alumni, donors, patients, and partners by unifying and enhancing administrative systems and processes across all Cornell University locations. The Service Management Specialist (CEMI) is responsible for service management daily operations and coordination of service management processes across the organization and with our campus partners. The specialist assists with the design and implementation of processes related to the service portfolio and service catalog for core IT services provided to the Ithaca-supported campuses and oversees execution of these processes, as well as the processes for technical change, problem, incident, service level management, and others within the Service Management Program. In this role, the specialist leads the technical change management process, partners with service owners, managers, and campus stakeholders to maintain accurate service information and service dependencies, monitors service performance and customer feedback, supports operational readiness through effective service documentation, coordinates problem investigations and root cause analysis efforts, and drives continual service improvement initiatives that enhance service quality and the customer experience. This is a 2-year term appointment which may be ended or extended based on organizational needs, funding availability, and performance. While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others.
Requirements
- Bachelor's degree and 3 to 5 years of relevant experience, or an equivalent combination of education and experience.
- Minimum 3 years of experience supporting IT service management practices.
- Demonstrated knowledge of IT service management concepts, best practices, and processes, including change, incident, problem, request, and service level management.
- Demonstrated ability to develop, document, improve, and streamline operational processes and procedures.
- Ability to perform root cause analysis of complex technical and service-related issues across a diverse technology environment and identify opportunities for improvement.
- Proven ability to plan, coordinate, facilitate, and lead meetings involving technical and non-technical staff, leadership, and stakeholders.
- Strong documentation and organizational skills, including the ability to create and maintain support procedures, service documentation, process documentation, and technical knowledge resources.
- Excellent written and verbal communication skills, with the ability to effectively engage and influence stakeholders at all levels of the organization and across the university.
- Strong attention to detail with the ability to accurately document processes, issues, resolutions, and continuous improvement opportunities.
- Self-motivated and able to quickly develop a deep understanding of a broad portfolio of enterprise IT services, applications, and technologies.
- Proven relationship-building and collaboration skills, with strong analytical thinking, problem-solving, decision-making, and sound judgment.
- Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.
Nice To Haves
- Proficiency supporting and working with both Windows and macOS operating systems.
- ITIL Foundation certification preferred.
- Experience with data visualization and reporting tools such as Microsoft Power BI or Tableau.
- Experience with IT service management and ticketing platforms such as TeamDynamix or ServiceNow.
- Proficiency with Microsoft applications, including Excel, PowerPoint, Word, Teams, and SharePoint.
Responsibilities
- Responsible for service management daily operations and coordination of service management processes across the organization and with campus partners.
- Assists with the design and implementation of processes related to the service portfolio and service catalog for core IT services.
- Oversees execution of processes for technical change, problem, incident, service level management, and others within the Service Management Program.
- Leads the technical change management process.
- Partners with service owners, managers, and campus stakeholders to maintain accurate service information and service dependencies.
- Monitors service performance and customer feedback.
- Supports operational readiness through effective service documentation.
- Coordinates problem investigations and root cause analysis efforts.
- Drives continual service improvement initiatives that enhance service quality and the customer experience.
Benefits
- Comprehensive health care options
- Generous retirement contributions
- Access to wellness programs
- Employee discounts with local and national retail brands
- Health and personal leave
- Three weeks of vacation
- 13 holidays: Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, and an end of the year winter break from December 25-January 1.
- Two additional floating holidays
- Tuition-free Extramural Study and Employee Degree Program
- Tuition aid for external education
- Cornell Children's Tuition Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
