Vanderbilt University Medical Center

ITSM Administrator

Vanderbilt University Medical Center

full-time

Posted on:

Origin:  • 🇺🇸 United States • Tennessee

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Job Level

Mid-LevelSenior

Tech Stack

ITSMSwift

About the role

  • 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 handles complex incidents and requests, develops tailored reports and dashboards, and leads the implementation of ITIL best practices across the university's IT landscape
  • Focus on enhancing service delivery; collaborates with various IT teams, leads small-scale projects, and ensures compliance with established SLAs
  • Mentors junior team members and trains end-users
  • 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
  • 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

Requirements

  • 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
  • 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