<p>The purpose of this class is to provide administrative and technical support through the design, development, implementation and maintenance of Enterprise Service Management systems and processes college-wide.</p> <p>Bachelor's degree in Information Technology, business administration, or a related field with 3 years of experience in IT Service Management, enterprise service management, or related role. Experience managing service management platforms, such as TeamDynamix or ServiceNow preferred. ITIL certification and/or Project management certifications preferred.</p> <ol> <li> <p>Initiate, design, develop, and maintain Enterprise Service Management tool and processes.</p> </li><li> <p>Facilitate collaboration between departments to ensure seamless integration and use of enterprise service management, promoting unified service management practices.</p> </li><li> <p>Tailor service management tool to meet specific needs of various departments, ensuring optimal performance and efficiency.</p> </li><li> <p>Continuously monitor the system to identify and resolve issues promptly, minimizing downtime and ensuring reliable service delivery.</p> </li><li> <p>Provide on-going training and support to staff, ensuring all users are proficient and confident in the system.</p> </li><li> <p>Analyze system data to generate reports and insights that can inform decision-making and improve service management processes.</p> </li><li> <p>Establish and maintain policies and procedures related to the use of the system, ensuring compliance and best practices.</p> </li><li> <p>Align system capabilities with long-term goals, driving innovation and supporting college initiatives.</p> </li><li> <p>Liaison with vendors to manage updates, troubleshoot issues, and stay informed of new features and capabilities.</p> </li></ol>