ITSM Systems Support Manager
Required Relevant Education & Experience:
Bachelor's Degree (4 years); 2-3 years relevant work experience.
About the Institution:
Indiana State University is a Tier 2 national University with a Carnegie classification of doctoral/research. Nationally ranked and accredited, we are in Terre Haute, IN and have been recognized by the Princeton Review and the Wall Street Journal among the best universities in the Midwest. Indiana State is one of the most diverse college campuses in Indiana and home to a welcoming community of students, faculty, and staff representing nearly every U.S. state and 36 countries around the world.
Our beautiful, active, pedestrian-friendly campus is located within walking distance of local shops, restaurants, and activities in Terre Haute's historic downtown district. Situated near the Indiana-Illinois border, we are located 70 miles southwest of Indianapolis and within a few hours of major metropolitan centers in St. Louis, Chicago, and Louisville. On campus, there are 160 student-run organizations, an expansive Student Recreation Center, a Performing Arts Series, and University Speakers Series, among other attractions. Indiana State Athletics, known as the "Fighting Sycamores," fields 15 NCAA Division I athletic teams in the Missouri Valley Conference.
Ranked nationally for social mobility, Indiana State University transforms the lives of our students through experiential learning, community engagement, and career readiness, serving as a dynamic educational partner for businesses and industries throughout the Midwest. Our faculty provide instruction in small class sizes that provide opportunities for personalized instruction and feedback. Indiana State supports and recognizes faculty research and scholarship, providing an internal grants resource pool and other forms of support, and awarding faculty research honors each spring. Indiana State University is a place of belonging where students, faculty, and staff learn, thrive, and grow together.
Indiana State University is an equal opportunity employer committed to diversity, inclusion, and belonging in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), religion, sexual orientation, gender identity, gender expression, age, national origin, status as an individual with a disability, status as a protected veteran, genetic information, political views or activity, or any other applicable legally protected characteristics. This policy applies to all employment practices within our organization, including recruiting, hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and applicable apprenticeships.
If you need assistance or an accommodation due to disability, you may contact us at isu-humanresources@indstate.edu
Position Details:
Indiana State University, a premier higher education institution known for its commitment to excellence in education and community service, is seeking a process-oriented and critical-thinking professional to join the Office of Information Technology as the ITSM Systems Support Manager. This role provides an excellent opportunity to drive innovative and efficient process improvements to ensure students, faculty, and staff are provided easy-to-use and easy-to-understand service with our IT Service Management platform.
Responsibilities include:
OIT ITSM System Management - Works with directors, managers, staff and customers to lead efforts to administer, assess, develop, maintain and improve the enterprise ITSM utilizing ITIL best practices. Reviews processes and functionality to confirm that the system is effective and efficient in providing services to both staff and customers. Proactively develop and provide high-level statistic reports to OIT leadership and staff on the state of operations.
Asset Management - Leads the efforts for asset management across the OIT organization. Develop and maintain standards for tracking software and hardware assets. Develop and maintain asset mapping strategy working alongside service owners and IT managers.
New ITSM/ESM Development - Lead the implementation of all new functionality in the enterprise ITSM system. Review ITSM updates, assess effects in the environment, announce any work affecting changes and work with affected staff to provide training or make any necessary changes. Summarize and announce new features that are not currently being used and work with directors, managers, staff and customers to implement.
Knowledge Management - Develop and maintain a knowledge management environment for both internal and external audiences. Develop strategy for new documentations and standardization for article consistency. Promote a culture of knowledge documentation with service owners and customer support staff.
Automation - Develop and maintain innovative solutions through use of a low code/no code platform. Work with staff to identify automation opportunities for the enterprise to increase efficiency, effectiveness and budget savings for the University.
Training and Documentation - Provide training and documentation on the use of the ITSM for internal staff, student employees and customers.
Required Qualifications:
Qualified candidates must have a minimum of a bachelor's degree in computer science, management information systems, information technology, or a related field and 2-3 years of relevant work experience.
Application Process:
This position is open until filled. The review of applications will begin on January 16, 2025, and will continue until the position is filled. For a full description and to apply, please visit: https://jobs.indstate.edu/postings/50662
About the Institution:
Indiana State University is a Tier 2 national University with a Carnegie classification of doctoral/research. Nationally ranked and accredited, we are in Terre Haute, IN and have been recognized by the Princeton Review and the Wall Street Journal among the best universities in the Midwest. Indiana State is one of the most diverse college campuses in Indiana and home to a welcoming community of students, faculty, and staff representing nearly every U.S. state and 36 countries around the world.
Our beautiful, active, pedestrian-friendly campus is located within walking distance of local shops, restaurants, and activities in Terre Haute's historic downtown district. Situated near the Indiana-Illinois border, we are located 70 miles southwest of Indianapolis and within a few hours of major metropolitan centers in St. Louis, Chicago, and Louisville. On campus, there are 160 student-run organizations, an expansive Student Recreation Center, a Performing Arts Series, and University Speakers Series, among other attractions. Indiana State Athletics, known as the "Fighting Sycamores," fields 15 NCAA Division I athletic teams in the Missouri Valley Conference.
Ranked nationally for social mobility, Indiana State University transforms the lives of our students through experiential learning, community engagement, and career readiness, serving as a dynamic educational partner for businesses and industries throughout the Midwest. Our faculty provide instruction in small class sizes that provide opportunities for personalized instruction and feedback. Indiana State supports and recognizes faculty research and scholarship, providing an internal grants resource pool and other forms of support, and awarding faculty research honors each spring. Indiana State University is a place of belonging where students, faculty, and staff learn, thrive, and grow together.
Indiana State is a place of belonging where students, faculty, and staff learn and thrive together. Join our Sycamore family!
Indiana State University is an equal opportunity employer committed to hiring people with many varied backgrounds, identities, and characteristics to join our institution; additionally, we are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
Job Summary:
Overall coordination and design of internal service management systems, oversight for continuity and workflow of process changes and knowledge management, regular auditing of services and process involved in daily operations of OIT tasks.
Required Field of Study:
Computer Science, Management Information Systems, Information Technology, or related field.
