Service Lead, IT & Workflow Solutions (Remote)

University of California, Berkeley; Berkeley (CA); Hybrid; USD 87,000 - 114,000; Full time

Benefits offered by this job

UC Benefits

Remote work up to 5 days/week within U

Exempt monthly-paid position

Job summary

University of California, Berkeley is seeking a Service Lead to manage one or more Productivity and Collaboration services (eSignature, ArcGIS) used by thousands of students, faculty, and staff. The role emphasizes service strategy, vendor relationships, and governance in a large campus IT environment.

You will analyze business practices, design automated systems, and lead cross-functional teams to ensure high-quality support, continuity, and effective change management.

Qualifications

• Advanced knowledge of business systems analysis methodologies and requirements gathering.
• Self-motivated, able to work independently and in a team.
• Willingness to learn new SaaS technologies to expert level.
• Familiarity with ITIL principles and practices.
• Experience in Higher Education or similar IT environment is a plus.

Responsibilities

• Lead service management and coordinate operations for campuswide Productivity and Collaboration services.
• Develop and maintain service roadmaps, support models, and documentation.
• Engage stakeholders and governance groups to define service strategies and SLAs.
• Provide user support and training across IT services in Productivity & Collaboration Services.
• Participate in crossfunctional service improvement projects and ensure service continuity.

Skills

Business analysis

Problem solving

SaaS technologies

Interpersonal communication

Discretion/confidentiality

Education

Bachelor's degree in related area

ITIL Foundations certification

Job description

University of California, Berkeley is seeking a Service Lead to manage one or more Productivity and Collaboration services (eSignature, ArcGIS) used by thousands of students, faculty, and staff. The role emphasizes service strategy, vendor relationships, and governance in a large campus IT environment.

You will analyze business practices, design automated systems, and lead cross-functional teams to ensure high-quality support, continuity, and effective change management.