IT Process Owner - WashU IT - End User Services

* Develop and implement 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.* Partnering with the Service Management Office, work with EUS teams to establish standard operating procedures, policies, and SLAs (service level agreements) 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.* Up to 22 days of vacation, 10 recognized holidays, and sick time.* Competitive health insurance packages with priority appointments and lower copays/coinsurance.* Take advantage of our free Metro transit U-Pass for eligible employees.* WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.* WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.Washington University in St. Louis' collective success is significantly attributed to the passion and outstanding efforts of our community. Our staff, faculty and trainees are committed to excellence and dedicated to carrying out our missions of research, teaching and patient care.WashU prides itself on being a place where people matter, and serious work is done. Our people work together in an inclusive community that celebrates diverse perspectives, collaboration and innovation. We are a community of individuals inspired to work together to develop big ideas and tackle challenging problems.We value the well-being of our people. WashU strives to create a positive employee experience where staff, faculty and trainees thrive, both personally and professionally. Our employees find meaning, connection and vitality in their work and life with a healthy work-life balance and support to learn, grow and make an impact at WashU, the community and the world.**Useful Links****Accommodation**If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.**Regulatory Postings**Know Your Rights: Workplace Discrimination is Illegal Poster(; ) #J-18808-Ljbffr