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IT Service Management Analyst / System Administrator

Department: Customer Support

Location: Grand Rapids, MI

Responsible for the development, implementation, and improvement of enterprise-wide service management practices and enhancing operational efficiency with a focus on improving the user experience.

Requisition ID: 516
Department: Customer Support
Employee Group: https://www.grcc.edu/faculty-staff/human-resources/employee-groups-resources/employee-groups/professional-management-administration
Schedule: 40 Hours / 52 Weeks
Compensation: TP 3($59,239.58) - TP4 ($65,284.44)
Benefits: https://www.grcc.edu/faculty-staff/human-resources/benefits-insurance
Reports to: Director of IT Service Management & Endpoint Solutions
Posting Opens: 10/25/2024
Posting Closes: 11/10/2024

COMPENSATION STATEMENT
Starting salaries will vary depending on the qualifications and experience of the selected candidate. This position will be filled at the IT Service Management System Administrator, Job Level TP4 with a salary of $65,284.44 as the primary goal. The requirements listed below reflect the IT Service Management System Administrator level expectation. Applicants with lesser experience and qualifications are encouraged to apply and may be considered if the primary goal is not met. Lesser-experienced candidates will be classified as an IT Service Management Analyst, Job Level TP3 with a salary of $59,239.58

SHARED ESSENTIAL FUNCTIONS

• Support configuration, functionality, and performance of applications within the Service Management platform (TeamDynamix).
• Develop workflows, templates, reports, modules, services and forms within Service Management applications
• Collect and analyze data to provide trends and findings, enhancing the functionality and performance of the platform and continuous improvement efforts.
• Generate and maintain metrics and performance reports for evaluation and improvement purposes
• Apply Human-Centered Design best practices to improve user experience, ensuring solutions are user-friendly and intuitive
• Conduct audits to ensure data integrity within the platform
• Train users on basic and advanced features of the platform to ensure effective utilization.
• Develop and deliver advanced training programs for end-users and IT staff on platform features, knowledge management, and best practices.
• Promote knowledge management best practices to foster a culture of knowledge retention.
• Accurately document and maintain records of all work within the service management platform
• Stay updated on current industry trends related to IT Service Management and ensure compliance with industry standards and best practices
• Direct, hire, train, evaluate, and schedule student assistant(s)
• Adhere to internal governance standards and external security regulations to protect sensitive data (e.g. HIPAA, FERPA, GRCC policies).
• Regular attendance during normal scheduled hours is required. Being present is essential for serving users and performing the essential functions of this position
• Perform other duties as assigned to support the IT Services department and its objectives

Additional Functions for ITSM System Administrator

• Oversee the configuration, functionality, and performance of the service management platform, ensuring it meets the enterprise's evolving needs.
• Administer user roles and permissions, ensuring appropriate access controls and security protocols are followed.
• Drive cross-functional strategic initiatives by collaborating with leadership and key stakeholders to align service management practices with organizational goals.
• Manage complex projects from inception to completion, including planning, requirement gathering, design, development, documentation, and rollout phases.
• Design and maintain the service catalog, ensuring service offerings align with business needs and are easily navigable.
• Develop and manage APIs and integrations with other enterprise systems to ensure seamless data flow and interoperability.
• Coordinate platform upgrades with stakeholders to minimize service disruption.
• Lead initiatives to streamline or automate repetitive tasks, enhancing efficiency and reducing manual labor.
• Oversee and optimize ancillary services, including AI-powered chatbots, ensuring seamless integration, functionality, and user satisfaction.
• Collaborate with product managers, service teams, and stakeholders to align chatbot functionalities with strategic objectives and user needs.
• Mentor analysts, contingent, and student assistants, providing guidance, training, and performance evaluations.

JOB SPECIFICATIONS
Education Credentials

• Bachelor's degree (required), with a preferred concentration in Computer Information Systems or equivalent combination of education and experience
• Equivalent combination of education and experience is no less than an Associate's degree and four years of full-time professional experience in a similar role

Additional Educational Credentials (Required for System Administrator role):

• Minimum 1 of the following current certifications (required):

• ITIL Foundations
• ITIL Specialist: Create, Deliver and Support
• ITIL Specialist: Drive Stakeholder Value
• ITIL Strategist: Direct, Plan and Improve

• Minimum 1 of the following current certifications (required):

• KCS certification
• Prince2
• Certified ScrumMaster
• Lean Six Sigma
• Certified Information Systems Auditor (CISA)
• Project Management Professional (PMP)

Work Experience

• Minimum of two (2) years or greater experience in technical writing or knowledge management
• Minimum of three (3) years experience in Information Technology
• Preferred understanding of Human Centered Design, Design Thinking, or User Experience development
• Preferred previous experience in higher education

Additional Work Experience (Required for System Administrator role):

• Minimum of two (2) years of experience in Human-Centered Design, Design Thinking, or User Experience development
• Minimum of three (3) years of experience in ITSM platform management Minimum total of five (5) years of experience in Information Technology

Skills

• Understanding of ITSM processes, with focus on Service and Knowledge Management
• Strong research skills, capable of identifying issues and developing solutions
• Basic understanding of interpreting statistical data
• Understanding of API development and building systems integrations
• Proven experience in leading training courses and mentoring staff
• Demonstrated ability to take initiative, make independent decisions, and manage multiple concurrent projects effectively
• Exceptional communication skills with the ability to explain complex technical concepts to diverse audiences
• Strong organizational skills with meticulous attention to detail
• Commitment to professional development and certification maintenance

Additional Skills (Required for System Administrator role):

• Advanced research skills, various research methodologies and problem-solving capabilities
• Advanced knowledge of understanding and comprehending statistical data analysis
• Advanced experience in API development, building systems integrations, and administering large, complex systems

Physical Demands

• Ability to work on a computer for extended periods of times, including typing, using a mouse, viewing a screen to complete tasks.
• Sitting or standing for long periods of time while maintaining focus
• Ability to occasionally lift and carry equipment up to 25 pounds.

Mental Demands

• Ability to make sound and timely decisions
• Ability to analyze complex issues, identify root-causes, and develop innovative solutions
• Strong verbal and written communication skills
• Efficiently manage time and prioritizing tasks
• Ability to maintain confidentiality is required.

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
• Must be flexible as hours may expand at different times of the semester to accommodate campus needs
• Work is in close proximity to other people in a shared office space.

NEXT STEPS / APPLICATION PROCESS

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Please fill out an application at https://www.grcc.edu/jobs. Submit a cover letter and resume. The opportunity to apply for this position will close at the end of the day on the close date referenced at the top of this job posting.

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Predictive Index Assessment (behavioral & cognitive) REQUIRED: In order to have your application considered, you must complete the assessments: https://assessment.predictiveindex.com/bo/8MMT/ITSM_Analyst_or_System_Administrator

HIRING PROCESS

GRCC uses an Evidence Based Selection Process, where we make data driven hiring decisions to help mitigate bias throughout the hiring process. As part of this process, candidates will participate in assessments (cognitive and behavioral), reference checks and interviews.

Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available.

NONDISCRIMINATION STATEMENT

Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.

To apply, visit https://apptrkr.com/5757145

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