Job Details

ITSM Solutions Implementation Engineer
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Position Number: 5643572
Location: New York, NY
Position Type: Business - Management

ITSM Solutions Implementation Engineer

Student Computing, Rose Hill

Fordham University

Fordham University has an excellent reputation as a dynamic institution located in New York City. Founded in 1841, Fordham enrolls more than 16,000 undergraduate and graduate students in its 9 Colleges and Schools.

Fordham University offers a comprehensive and competitive benefits package to its employees, which includes medical, dental, vision, life, and disability insurance.

We offer tuition remission for employees and their dependents

A generous employer match towards a 403(b)retirement plan.

As a tax-exempt organization under section 501(c)(3) of the Internal Revenue Code (IRC),Fordham is considered a qualifying employer for the Public Service Loan Forgiveness (PSLF) program, a federal program designed to forgive student loan debt for employees of certain public and certain nonprofit employers.

As part of its work-life balance program, the University provides generous PTO including 15 vacation days, 12 sick days, 2 personal days, 6 summer Fridays, andholidays that include paid time off between Christmas and New year.

University employees have access to the Employee Assistance Program (EAP). EAP provides no-cost, professional, and confidential services, to help employees and family members address a variety of personal, family, life, and work-related issues.

Hybrid Policy:

Please review the Hybrid Policy here.

https://www.fordham.edu/human-resources/policies-guides-and-agreements/hybridremote-work-policy-for-administrators/

Position Summary

Reporting to the Executive Director of IT Client Services, the IT Service Management (ITSM) Solutions Implementation Engineer is responsible for designing and implementing comprehensive solutions on the ITSM platform.

This position collaborates with stakeholders to understand business requirements, customizes and configures the platform, develops applications, manages integrations, provides technical leadership, and ensures the platform is compliant and adheres to security standards.

Additionally, this position is responsible for continuously improving the ITSM environment, providing training and support, and contributing to documentation and governance policies.

This position may require evening, weekend, and holiday hours.

Essential Functions

Establishes and enforces governance policies and best practices for ITSM development and configuration;

Develops comprehensive ITSM architecture and design solutions that align with business objectives and IT strategies;

Contributes to the development of ITSM roadmaps, aligning platform capabilities with long-term business goals;

Assesses and plans for platform capacity requirements to accommodate growth and evolving business demands.

Provides technical leadership and guidance to development teams, ensuring best practices and adherence to ITSM standards;

Facilitates training and knowledge-sharing sessions with development teams and stakeholders to foster a deeper understanding of ITSM capabilities;

Creates and maintains technical documentation, including architecture diagrams, design specifications, and configuration details.

Drives continuous improvement initiatives, exploring and implementing new features and functionalities to enhance the ITSM environment;

Implements and maintains security measures to protect ITSM instances and ensure compliance with industry standards and regulations; conducts risk assessments related to ITSM configurations

Engages with stakeholders to understand business needs and transform them into effective solutions within the IT Service Management (ITSM) platform

Essential Functions Note

This list is not intended to be an exhaustive list.

The University may assign additional related duties as necessary.

Management Responsibilities

Guides work of other employees who perform essentially the same work and/or student workers. Organizes, sets priorities, schedules and reviews work, but is generally not responsible for final decisions in hiring, performance management or compensation.

Required Qualifications: Education and Experience

Bachelor's degree in computer science, information systems, business administration or in lieu of degree, minimum of 5 years relevant experience

Minimum of 3 years experience in IT service management (ITSM) solutions implementation, configuration, and customization

Required Qualifications: Knowledge and Skills

Proficient in ITSM tools and platforms, like ServiceNow

Expertise in ITSM processes, including incident management, change management, problem management, and service level management

Proficient in UI, workflow, and application development, overseeing the rollout of new applications, enhancements, and modules.

Skilled in various technical tools and applications, including JavaScript, Glide Script/APIs, AJAX (Bootstrap, jQuery, etc.), Flow Designer, UI Macros, and UI Actions

Proficient in ITSM implementation projects, covering all phases from requirements gathering, through solution design, deployment, and post implementation support;

Demonstrated expertise in project management

Strong analytical and problem-solving skills, with the ability to troubleshoot technical issues and propose effective solutions

Exceptional communication and interpersonal abilities

Proficiency in ITSM system administration tasks, including user management, workflow configuration, and system customization

Proficiency in software development methodologies like Agile, coupled with hands-on experience in software testing and quality assurance processes, encompassing test planning, execution, and defect management

Strong documentation skills, including ability to create clear and comprehensive technical documentation and user guides

Strong understanding of Information Technology Infrastructure Library (ITIL) principles and best practices

Working knowledge Google Suite, MS Office Suite (Windows, Excel, Word, PowerPoint, Project, Visio), TeamDynamix

Successful candidates should have a knowledge of and commitment to the goals of Jesuit Education.

Preferred Qualifications

Demonstrated understanding of the technical, business, and cultural environment of higher education

Experience with ITSM solution integration and data migration between ITSM and other IT systems

Experience with ITIL process automation and workflow optimization using ITSM tools

Experience with ITSM reporting and analytics, including creating dashboards and custom reports

Knowledge of emerging trends and technologies in ITSM, such as artificial intelligence, machine learning and chatbots

Experience with IT service catalog management and service portfolio management within an ITSM framework

ITIL certification, such as ITIL Foundation or ITIL Practitioner, demonstrating advanced knowledge of ITSM principles and methodologies

Minimum Starting Salary: $88,000

Maximum Starting Salary: $110,000

Note: Salary is commensurate with qualifications, experience, and skills.

START DATE: ASAP

APPLY HERE: https://careers.fordham.edu/postings/8204

ABOUT FORDHAM

Founded in 1841, Fordham is the Jesuit University of New York, offering an exceptional education distinguished by the Jesuit tradition to more than 16,000 students in its 9 colleges and schools. It has residential campuses in the Bronx and Manhattan, a campus in West Harrison, N.Y., the Louis Calder Center Biological Field Station in Armonk, N.Y., and the London Centre in the United Kingdom.

Fordham University is committed to excellence through diversity and welcomes candidates of all backgrounds.

Fordham is an Equal Opportunity Employer Veterans/Disabled and other protected categories