Remote Service Lead, IT & Workflow Management

University of California; Berkeley (CA); Híbrido; USD 87 000 - 114 000; Tempo integral

Resumo da oferta

The University of California, Berkeley is seeking a Service Lead to manage service operations for Productivity and Collaboration services used by thousands of students, faculty, and staff. You will lead business analysis, drive service strategy, and coordinate vendor relationships and change management.

You will develop training materials, maintain documentation, and ensure service continuity while engaging campus governance groups and stakeholders.

Qualificações

• Advanced knowledge of business systems analysis methodologies, requirements gathering, process mapping, and translating business needs into technical solutions.
• Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem solving skills.
• Has skills/willingness needed to learn new SaaS technologies to an expert level through formal and informal training.
• Broad knowledge of other related areas of IT including: Identity Management, IT Security.
• Some experience working in a Higher Education or similar IT environment.
• Familiarity with IT Service Management (ITIL) principles and practices.
• Requires interpersonal and communications skills in order to work with both technical and non-technical personnel at various levels in the organization.
• Demonstrated ability to exercise sound judgment and discretion and maintain confidentiality when handling sensitive or non-public information.

Responsabilidades

• Serves as the business systems analysis and service coordination lead for one or more campuswide Productivity and Collaboration services.
• Engage with key stakeholders, software consortia, and governance groups to assist Service Portfolio Manager in development and maintenance of service strategies.
• Create/negotiate service and operating level agreements.
• Identify and advocate for appropriate support resources needed to deliver service within established service levels.
• Establish and maintain support model and service documentation (knowledge base, training sessions, workshops, web-presence).
• Implement support processes, KPIs, and partnerships/contracts to deliver service within service levels.
• Monitor and report on critical success factors and key performance indicators of the service.
• Coordinate and provide direction to student employees supporting service operations.
• Establish and document partnerships via MOU; ensure continuity of operations.
• Engage with vendor representatives/other higher education institutions to advocate for the needs of our community.
• Exercises discretion and maintains confidentiality when handling sensitive information.

Conhecimentos

Business analysis

IT service mgmt

Stakeholder engagement

Interpersonal communication

Higher education IT

ITIL knowledge

Formação académica

Bachelor's degree

Descrição da oferta de emprego

The University of California, Berkeley is seeking a Service Lead to manage service operations for Productivity and Collaboration services used by thousands of students, faculty, and staff. You will lead business analysis, drive service strategy, and coordinate vendor relationships and change management.

You will develop training materials, maintain documentation, and ensure service continuity while engaging campus governance groups and stakeholders.