Washington University in St. Louis
IT Process Owner - WashU IT - End User Services
Washington University in St. Louis, Saint Louis, Missouri, United States, 63146
IT Process Owner - WashU IT - End User Services
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IT Process Owner - WashU IT - End User Services
role at Washington University in St. Louis.
Position Summary The position provides an operational framework, processes and tools to ensure responsiveness to customers and increases process maturity across WashU IT.
Primary Duties & Responsibilities
Develop and implement an operational framework, tools and processes to ensure responsiveness to our customers.
Using dashboards and metrics, analyze timeliness of resolution, incident recurrence and follow‑up for service issues which enable service improvements.
Partner with the Service Management Office to establish standard operating procedures, policies, and SLAs that comply with departmental and university standards.
Provide visibility for EUS leadership and users into quality of our services.
Perform process maturity assessments regularly to gauge success of service management team.
Partner with the EUS Quality and Training team to recommend and develop training, templates and SLA/SOPs which will ensure consistency and continuity for service operations.
Provide feedback internally for service enhancements and improvement of training programs.
Participate in strategic planning for End User Services.
Ensure adherence of services to departmental and university service standards.
Act as a source of direction, training, and guidance for less experienced staff.
Provide formal and informal feedback.
Provide input for professional development.
Mentor and coach professional staff within EUS on processes and best practices within the ITIL framework.
Perform other duties as assigned.
Required Qualifications Bachelor's degree. 6 years Information Technology experience. No specific certification or professional license required.
Preferred Qualifications Master's degree. ITIL Foundations certification (Axelos Global Best Practice, Center for the Application of Information Technology). No additional work experience required.
Benefits Up to 22 days of vacation, 10 recognized holidays, and sick time. Competitive health insurance packages with priority appointments and lower copays/coinsurance. Free Metro transit U‑Pass for eligible employees. 403(b) retirement savings plan. Wellness challenges, health screenings, mental health resources, mindfulness programs, EAP, financial resources. Family care resources and caregiver leave.
EEO Statement Washington University in St. Louis is committed to equal employment opportunity and encourages applications by individuals from underrepresented groups. The University affirms its commitment to diversity, inclusion, and a respectful workplace.
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IT Process Owner - WashU IT - End User Services
role at Washington University in St. Louis.
Position Summary The position provides an operational framework, processes and tools to ensure responsiveness to customers and increases process maturity across WashU IT.
Primary Duties & Responsibilities
Develop and implement an operational framework, tools and processes to ensure responsiveness to our customers.
Using dashboards and metrics, analyze timeliness of resolution, incident recurrence and follow‑up for service issues which enable service improvements.
Partner with the Service Management Office to establish standard operating procedures, policies, and SLAs that comply with departmental and university standards.
Provide visibility for EUS leadership and users into quality of our services.
Perform process maturity assessments regularly to gauge success of service management team.
Partner with the EUS Quality and Training team to recommend and develop training, templates and SLA/SOPs which will ensure consistency and continuity for service operations.
Provide feedback internally for service enhancements and improvement of training programs.
Participate in strategic planning for End User Services.
Ensure adherence of services to departmental and university service standards.
Act as a source of direction, training, and guidance for less experienced staff.
Provide formal and informal feedback.
Provide input for professional development.
Mentor and coach professional staff within EUS on processes and best practices within the ITIL framework.
Perform other duties as assigned.
Required Qualifications Bachelor's degree. 6 years Information Technology experience. No specific certification or professional license required.
Preferred Qualifications Master's degree. ITIL Foundations certification (Axelos Global Best Practice, Center for the Application of Information Technology). No additional work experience required.
Benefits Up to 22 days of vacation, 10 recognized holidays, and sick time. Competitive health insurance packages with priority appointments and lower copays/coinsurance. Free Metro transit U‑Pass for eligible employees. 403(b) retirement savings plan. Wellness challenges, health screenings, mental health resources, mindfulness programs, EAP, financial resources. Family care resources and caregiver leave.
EEO Statement Washington University in St. Louis is committed to equal employment opportunity and encourages applications by individuals from underrepresented groups. The University affirms its commitment to diversity, inclusion, and a respectful workplace.
#J-18808-Ljbffr