The University of Southern Californiaâs (USCâs) Information Technology Services is seeking a talented ITSM Process Manager for Incident and Problem Management with an exceptional commitment to service excellence to join its team. As the ITSM Process Manager, you will be an integral member of the Service Management team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.
ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USCâs ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the universityâs mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.Â
We are looking for top talent to join us on our journey.
USCâs ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.
USC is the leading private research university in Los Angelesâa global center for arts, technology, and international business.Â With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Familyâthe faculty, staff, students, and alumni who make USC a great place to workâyou will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.
Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.
MINIMUM QUALIFICATIONS The candidate for the position of ITSM Process Manager must meet the following qualifications:
Bachelorâs degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
Minimum of three years of experience in information technology or service management.
ITIL v3 Foundations or equivalent certification.
Demonstrated skill in major incident facilitation.
Experience facilitating major incident and problem reviews using ITIL principles.
Proven ability to facilitate meetings with many stakeholders including ITS and university leadership.
Confident, clear, and concise communication skills.
Experience producing technical writing in multiple formats including end-user documentation, operations guides, technical reports, and technical process flows which promote and enable activity planning, risk reduction, compliance, and simplified access to information.
Experience with ITSM solution systems.
Experience in implementing ITIL-based processes.
Proven analytical and problem-solving abilities.
Ability to develop positive working relationships and a strong rapport with team members.
Ability to assess the criticality of problems and prioritize accordingly.
Experience presenting ideas and solutions in non-technical, business-friendly terms.
Strong understanding and experience in ITIL service management processes.
PREFERRED QUALIFICATIONS The ideal candidate for the position of ITSM Process Manager has the following qualifications:
Bachelorâs degree in a relevant field such as computer science, computer information systems, etc.
More than five years of experience in information technology or service management.
ITIL Service Capability or Service Lifecycle certification(s).
ITIL Lifecycle certification in Service Operations or Practitioner certification in Operational Support and Analysis.
Experience in implementing ITIL-based processes using ServiceNow.
THE WORK YOU WILL DO
The ITSM Process Manager is responsible for the day-to-day management of ITS incident and problem management processes and associated lifecycle activities. In this role, the ITSM Process Manager facilitates major incidents and assists resources assigned to incident and problem resolution processes. The ITSM Process Manager collaborates with service owners and other process managers to ensure effective operation of services. The ITSM Process Manager monitors and reports on process performance and identifies opportunities for continuous improvement. This role supports stakeholder training and functional documentation of processes. As a member of ITS, the ITSM Process Manager demonstrates ITS values in action.
The ITSM Process Manager:
Is accountable for the day-to-day activities of the incident and problem management processes. Ensures appropriate resources are engaged and communication is provided to all levels of the organization, stakeholders, and customers. Facilitates major incidents. Flexible and able to work during non-business hours and/or available to assist with emergencies during holiday or weekend hours, as needed.
Manages and documents post-incident reviews by executing comprehensive data collection activities, producing analyses, and presenting results to appropriate stakeholders.
Drives the design, documentation, and communication of the incident and problem management processes. Mentors peers in policies, processes, and procedures.
Distributes and presents information to a variety of customers and stakeholders. Listens attentively, empathizes with others, and asks questions to accurately identify and resolve issues.
Manages day-to-day activities, meetings, and tasks. Ensures compliance and monitors alignment with USC and ITS policies, processes, and procedures as well as the university's strategic objectives. Compiles data to analyze process performance and define a pathway to process success. Provides status reports for regular touch-points with all levels of ITS leadership.
Maintains a customer-focused mindset while designing processes. Delivers high-quality service in every customer interaction, with a focus on responsiveness, assurance, and empathy. Gains insights into customer pain points, challenges, and needs. Builds strong customer and stakeholder relationships to achieve shared objectives.
Is responsible for maintaining currency in the methodologies, frameworks, and trends of service management and related processes. Facilitates innovation and continuous improvement by leveraging the latest industry knowledge.
Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
Supports the vision for Service Management. Works closely with team members and management to implement and support effective solutions for ITSM. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.
MINIMUM QUALIFICATIONS The candidate for the position of ITSM Process Manager must meet the following qualifications:â¢ Bachelorâs degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience. â¢ Minimum of three years of experience in information technology or service management. â¢ ITIL v3 Foundations or equivalent certification.â¢ Demonstrated skill in major incident facilitation. â¢ Experience facilitating major incident and problem reviews using ITIL principles.â¢ Proven ability to facilitate meetings with many stakeholders including ITS and university leadership.â¢ Confident, clear, and concise communication skills.â¢ Experience producing technical writing in multiple formats including end-user documentation, operations guides, technical reports, and technical process flows which promote and enable activity planning, risk reduction, compliance, and simplified access to information.â¢ Experience with ITSM solution systems.â¢ Experience in implementing ITIL-based processes.â¢ Proven analytical and problem-solving abilities.â¢ Ability to develop positive working relationships and a strong rapport with team members.â¢ Ability to assess the criticality of problems and prioritize accordingly.â¢ Experience presenting ideas and solutions in non-technical, business-friendly terms.â¢ Strong understanding and experience in ITIL service management processes.
USC’s Viterbi School of Engineering has been one of the economic engines in Southern California and a vital hub in the California economy. The technical innovations and ideas generated by the Viterbi faculty and research community have resulted in countless innovations, many becoming the foundations for new companies, products and services. The thousands of students graduating each year bring new ideas and vitality to companies in California and beyond. With an annual research budget exceeding $205M each year, more than 46 research centers and institutes, more than 180 faculty members, 7,800 students and over 60,000 impassioned alumni world-wide, the Viterbi School is addressing some of the world’s great challenges.