The University of Pittsburgh Computing Services and Systems Development (CSSD) Department is seeking an IT Service Owner to engage with customers, improve services, and act as customer advocates within the organization. The IT Service Owner is responsible for managing one or more services throughout their lifecycle.
For assigned services, the position duties include the following: increase adoption and awareness through events and group training sessions, manage small to medium size service-related projects, evaluate usage metrics, gather customer feedback to aid in decision making, assist in the development of marketing and communications, and act as a liaison for customers. Additional responsibilities include identifying opportunities for service improvement and standardizing and continuously improving service processes along with maintaining related documentation.
The candidate must possess a Bachelor's degree in CS, IS, or a related field and have at least 10 years' experience in the IT field along with strong customer support experience, project planning experience, and an established record of accomplishment of achieving set goals. The candidate must be able to build relationships and facilitate collaboration across multiple teams. A positive attitude and a willingness to learn and grow, along with the enthusiasm to own related services, will be critical for success. Excellent communication, presentation, and interpersonal skills are required. The ability to lead multiple initiatives, prioritize several initiatives, gather relevant data and make sound decisions, resolve dynamic problems, and deliver on tight deadlines is essential. Complete accuracy in writing is crucial.
On occasion, some evening and weekend work may be necessary depending on business load, project timeline requirements, or scheduled downtime changes. Unscheduled or urgent support outside of business hours may occur. The incumbent is responsible for carrying an escalation cell phone on a rotating schedule.
Applicants must provide three work-related references as well as include their complete employment and salary history on their application.
The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EEO/AA/M/F/Vets/Disabled
BS in IS, CS, or related field or the equivalent in experience. Must understand and possess some experience with the following: cloud technologies and how they integrate with other University services, managing a diverse set of technologies, understanding user needs related to information technology, documenting service management concepts and how to apply them to meet customer requirements.