ITSM Administrator

The IT Service Management (ITSM) Administrator in the Customer Experience domain of Infrastructure Services plays a crucial role in optimizing the delivery of IT services, thereby enhancing customer satisfaction and operational efficiency. This role involves managing ITSM tools such as ServiceNow or BMC Remedy, ensuring services adhere to established service level agreements (SLAs) and key performance indicators (KPIs). Administrators also monitor service performance, examine data to identify trends and potential issues, and implement continuous improvements to service processes. The ITSM Administrator works closely with Customer Experience teams to gather insights and feedback which inform strategies for improving IT service delivery. They are accountable for developing and maintaining process documentation to ensure consistency and facilitate staff training. By partnering with various IT departments and maintaining effective communication with stakeholders, the ITSM Administrator ensures that ITSM practices are integrated throughout the organization and aligned with broader business goals, significantly enhancing the organization's capacity to deliver high-quality IT services. The ITSM Administrator will positively impact UCSF's operations and culture by ensuring UCSF's IT infrastructure is operable, secure, efficient, and effective in service of the University's mission. This role will execute UCSF's vision while modeling UCSF's culture and values. The salary range for this position is $88,000 - $145,000 (Annual Rate). The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. To learn more about the benefits of working at UCSF, including total compensation, please visit:

https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

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