Job Description:

Job Title: ITSM/Business Applications Manager
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 57643
Department

This position is within FSU's Department of Northwest Regional Data Center (NWRDC)

The ITSM/Business Applications Team collaborates with stakeholders to ensure efficient IT service management and exceptional customer support experiences. They focus on customizing and extending ServiceNow capabilities, maintaining system security, optimizing processes, and ensuring the stability and usability of the Now Platform.

Responsibilities

Responsible for providing application support associated with the IT Service Management (ITSM) Program and platform. Responsible for design, development, integration, and automation of the organization's IT processes within the ITSM product as directed. Provides guidance to team on the support and design of application software and workflows that enable the organization's overall ITSM process roadmap, correlating implementation schedules and on-going process improvement prioritization.

Responsible for managing and supervising members of the ITSM/Business Applications team. These responsibilities include but are not limited to hiring, performance evaluation, timesheet approval, work hours, team structure, task assignment and coordination, and discipline. Provides guidance and assistance to all NWRDC staff members of both a technical and leadership nature. Leads by example in all areas.

Responsible for configuring, administering, and supporting the ITSM platforms\systems based on analysis and documentation of the ITSM-related business processes. Develops training documentation for team members to enhance the adoption of the ITSM platforms. Leverages the ITSM platform to produce executive-level reports regarding the ITSM service level management, CMDB, and performance Analytics in order to provide input to drive service improvements.

Responsible for financial, fiscal year budgeting, rate development, service inventory, and purchasing related to the ITSM Application and related integrated applications. Coordinates with supervisor, NWRDC's Chief Business Officer, and related staff on all aspects of financial responsibilities relative to the ITSM/Business Applications unit.
Works in conjunction with supervisor and senior management to develop and implement NWRDC policies and procedures. Ensures that all team members are using NWRDC, FSU, and customer approved policies, procedures, and best practices.

Work with NWRDC team in managing a 24x7 data center service provider, supporting a diverse customer base.

Participates in approved professional development opportunities per NWRDC's policy. Professional development and training is defined as learning undertaken by the employee to maintain and advance their skills, knowledge and competencies, specifically as they relate and add value to the job and workplace.

NWRDC provides support for a wide range of state and local government, as well as K- 20 organizations across the State of Florida. These organizations are dependent on NWRDC in order to accomplish their missions. This requires NWRDC to maintain services 24x7, even during times of crisis or emergency. As such, all NWRDC staff are considered essential staff for operations of the State of Florida.

Primarily Remote - This position has been designated as eligible for primarily remote based on the current position/job functions. Employees are required to live in the Tallahassee area and report to campus as needed.

Qualifications

Bachelor's degree in Computer Science, MIS, or other appropriate degree and four years' experience or a high school diploma or equivalent and eight years of experience. (Note: or a combination of appropriate post high school education and experience equal to eight years.)

Ability to obtain the Security Awareness Training Certification during the first year of employment.

Preferred Qualifications

ServiceNow Certified System Administrator

Helpful

Who is an ideal candidate for this position?

The ideal candidate should possess a deep understanding of the ServiceNow platform, strong problem-solving skills, effective communication, and expertise in IT Service Management (ITSM) principles. They should be able to collaborate effectively, propose solutions, and leverage their technical knowledge to lead a team of ServiceNow platform administrators and developers.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!



Learn more about our university and campuses.

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How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.


Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Considerations

This is an A&P position.

This position requires successful completion of a criminal history background check.

This position has been designated as eligible for primarily remote based on the current position/job functions. Employees are required to live in the Tallahassee area and report to campus as needed.

Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU's Equal Opportunity Statement can be accessed at: https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf.

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