Administrator – In Training
PACS
ITSM Administrator
Vanderbilt University Medical Center
full-time
Posted on:
Location: Tennessee • 🇺🇸 United States
Visit company websiteJob 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
