ITSM Process Manager

The University of Southern California (USC) department of Information Technology Services (ITS) is seeking a ITSM Process Manager with an exceptional commitment to service excellence to join its team.

As the ITSM Process Manager you will be an integral member of the Information Technology Services (ITS) team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE WORK YOU WILL DO

The ITSM Process Manager is responsible for the day-to-day management of ITS processes and associated life-cycle activities related to the Change Management process. Also, the ITSM Process Manager is responsible to drive the development of integrated service transition processes across the organization. The ITSM Process Manager ensures smooth operations by collaborating with service owners and other process managers and assisting with resources assigned to processes, while also monitoring and reporting on the process performance and identifying opportunities for continuous improvement, and supports stakeholder training in the processes and functional documentation of the processes. The ITSM Process Manager demonstrates ITS values in action.

The ITSM Process Manager accountabilities:

• Ensures compliance and monitors alignment with university and ITS policies, processes, procedures and strategic objectives. Compiles data to analyze process performance, documents and measures results, and defines pathways to success. Provides status reports for regular touch-points with ITS leadership.

• Delivers high-quality service focused on responsiveness, assurance, and empathy. Builds and leverages strong relationships to achieve shared objectives, influence others to take action, and gain insights into customer pain points, challenges and needs. Acquires data from diverse sources, analyzes complexities and inconsistencies to solve problems, and translates information into written, digestible documentation. Distributes and presents information to a variety of customers and stakeholders.

• Supports the service management team’s vision and process improvement efforts. Aids the cultivation of an inclusive environment and a culture of trust and transparency, sharing information broadly, openly, and deliberately. Builds and maintains collaborative relationships with diverse team members, peers, and leaders. Actively embodies ITS values and behaviors (e.g., accountability, ethics, best-in-class customer service).

• Accountable for the day-to-day activities of the Change Management process, ensuring appropriate resources are engaged and communication provided to all levels of the organization. Drives the maturity and roadmap for this Change Management process.

• Leverages latest industry knowledge and best practices to facilitate innovation, identify opportunities for improvement, and support decision-making with ambiguous or unique challenges. Maintains currency with service management methodologies, frameworks and trends.

• Accountable for day-to-day oversight of the development and activities in the maturing service transition program. Builds on the initial in-place program and works on adoption and oversight.

• Responsible for operational change control, including non-restricted on-call Change Manager duties.

• Performs other related duties as assigned or requested. The university reserves

• the right to add or change duties at any time.

MINIMUM REQUIREMENTS

Candidates for the position of the ITSM Process Manager must meet the following requirements:

• Bachelor’s degree: however, combined education/experience may substitute for minimum education

• 2 years of directly related experience

• Sound knowledge of ITIL best practice with a focus on Operational Change Management and all Service Transition practices.

• Certification from ITIL v3 Foundations, or similar. Demonstrated experience with ITIL service management processes, ITSM solution systems, and implementing ITIL-based processes.

• Exemplary written and oral communication skills, and proven ability to facilitate meetings with numerous stakeholders including ITS and university leadership.

• Proficient functional documentation skills and experience presenting ideas and solutions in nontechnical, business-friendly terms.

• Experience producing technical writing in multiple formats, including end-user documentation, operational guides, technical reports, and technical process flows which promote and enable activity planning, risk reduction, compliance, and simplified access to information.

• Ability to assess problems and prioritize accordingly with various immediate and long-term objectives, with proven analytical and problem-solving abilities.

• Ability to develop positive working relationships and strong rapport with team members.

PREFERRED REQUIREMENTS

The ideal candidate for the position of ITSM Process Manager meets the following requirements:

• Bachelor’s degree in computer science, computer information systems, information technology, or relevant field.

• 4 years of directly related experience

• ITIL Capability or Lifecycle certification(s). Experience in service management, and with ServiceNow.

• Experience managing the change management process including pre and post CAB documentation and reporting and running CAB meetings.

• Comfortable with on-call duties associated with an operational change manager.

• Strong understanding of service transition activities and process.

• Strong understanding of organizational change management and techniques to embed new behaviors and process in an organization.

• Experience presenting ideas and solutions in both technical and non-technical/business-friendly terms with technical practitioners and business stakeholders.

• Strong understanding and experience in ITIL Service Management processes and how they integrate.

THE ITS TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential. We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services that are core to the mission of the university. We are also committed to creating and maintaining meaningful partnerships across the university. At ITS, we act with integrity in the pursuit of excellence; embrace diversity, equity and inclusion; promote well-being; engage in open two-way communication and are accountable for living our values. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is a leading private research university located in Los Angeles – a global center for arts, technology and international business. As the city’s largest private employer, responsible for more than $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic schools and units. As a USC employee, you will enjoy excellent benefits and perks, and you will be a member of the Trojan Family ? the faculty, staff, students and alumni who make USC a great place to work. The University of Southern California values diversity and is committed to equal opportunity in employment.

Come join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence.

Minimum Education: Bachelor's degree, Combined experience/education as substitute for minimum education Minimum Experience: 2 years Minimum Expertise: Certification from ITIL v3 Foundations, or similar. Demonstrated experience with ITIL service management processes, ITSM solution systems, and implementing ITIL-based processes. Exemplary written and oral communication skills, and proven ability to facilitate meetings with numerous stakeholders including ITS and university leadership. Proficient functional documentation skills and experience presenting ideas and solutions in non-technical, business-friendly terms. Experience producing technical writing in multiple formats, including end-user documentation, operational guides, technical reports, and technical process flows which promote and enable activity planning, risk reduction, compliance, and simplified access to information. Ability to assess problems and prioritize accordingly with various immediate and long-term objectives, with proven analytical and problem-solving abilities. Ability to develop positive working relationships and strong rapport with team members.