ITSM Administrator

Position Summary:

The ITSM Administrator at Vanderbilt University is pivotal in managing and optimizing the IT service management (ITSM) processes with a substantial degree of autonomy. This role involves handling complex incidents and requests, developing tailored reports and dashboards, and leading the implementation of ITIL best practices across the university's IT landscape. With a focus on enhancing service delivery, the ITSM Administrator collaborates closely with various IT teams, leads small-scale projects, and ensures compliance with established service level agreements (SLAs). Additionally, this position plays a critical role in mentoring junior team members and training end-users.

About the Work Unit:

Vanderbilt University Information Technology is a human-centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.

Key Functions and Expected Performance:

Incident and Request Management

• Manage complex incidents and service requests, ensuring swift resolution while maintaining high standards of customer service.
• Analyze incident trends to identify recurring issues and implement preventive measures.
• Develop, customize, and maintain reports and dashboards to monitor service performance, identify areas for improvement, and support decision-making.
• Use data analytics to drive insights for service optimization and incident resolution.
• Actively contribute to the implementation and adherence to ITIL best practices within the university's ITSM framework.
• Facilitate continuous improvement initiatives to enhance service delivery, efficiency, and user satisfaction.
• Lead small projects related to ITSM enhancements, managing timelines, resources, and deliverables effectively.
• Collaborate with cross-functional IT teams to ensure alignment on service management processes and initiatives.
• Provide mentorship and guidance to junior team members, fostering their professional growth and enhancing team capabilities.
• Develop and deliver training sessions for end-users, improving their understanding of IT services and processes.

Reporting and Analytics

ITIL Implementation and Process Improvement

Project Coordination and Leadership

Mentorship and Training

On-call Responsibilities:

The position includes rotating on-call duties for after-hours incident response and requests.

Supervisory Relationships:

This position does not have supervisory responsibility. This position reports administratively and functionally to the Support Services Director.

Education and Certifications:

• A bachelor’s degree or equivalent experience is necessary

• A bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field is preferred

• ITIL Foundation certification is necessary 

• Advanced ITIL certifications are preferred

Experience and Skills:

• 3-5 years of relevant experience is necessary

• Strong understanding of ITIL frameworks and best practices in IT service management is necessary

• Proficiency in IT service management tools and reporting software is necessary

• TeamDynamix administration experience strongly preferred

• Exceptional analytical skills, with the ability to interpret data and translate it into actionable insights are necessary

• Excellent communication, interpersonal, and organizational skills, with a focus on customer service are necessary

• Ability to work independently and collaboratively in a fast-paced environment is necessary

• Demonstrated commitment to VUIT’s Guiding Principles is necessary

Information Technology’s Guiding Principles:

• Trust and Respect- VUIT cultivates a community built on trust, mutual respect, and inclusivity, where all members feel valued and supported. We prioritize honesty, dignity, empathy, and a willingness to listen and understand. 

• Professionalism- VUIT strives to maintain a culture of maturity, accountability, and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.

• Collaborate- VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos. 

• Bias-to-Action- VUIT is seen as a changemaker by exhibiting a decisive, self-starter, take-action approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.

• Communicate- Communication (written, verbal and non-verbal), within and outside VUIT, is open, thoughtful, welcoming, clear, proactive, concise yet complete, always honest, and delivered kindly.

• Innovate- VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes growth and advancement for the university. 

• Celebrate Each Other- We are intentional in showing appreciation for the work of others by valuing and acknowledging meaningful contributions at all levels of the organization.

• Optimize- VUIT will practice continuous and thoughtful optimization of our solutions and services to increase our human and technological capacity. Capacity drives innovation.