Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

IT Service Management

IT Service Managers develop, maintain, and support IT service performance management processes for enterprise level services; analyze, review and measure service level performance against agreed upon service level agreements (SLAs); establish, implement, and enforce standards, procedures, and service levels; collaborate in defining the proper metrics and key performance indicators (KPIs) in evaluating service delivery quality and performance levels; evaluate and define strategies for improving processes and procedures; develop and implement changes and improvements. Note: IT Service Managers spend the majority of their effort overseeing enterprise level services, as opposed to managing a smaller scale service as part of an IT Administrator role.

• Ensure high availability and performance of enterprise level services aimed at improving value and efficiency, reducing risk, and increasing customer satisfaction
• Collaborate in the planning and management of operational support for services, including identifying business requirements, project planning and organizing, negotiating allocation of resources, and defining and communicating service milestones and service level agreements
• Work with stakeholders to develop and communicate service roadmaps
• Manage evaluate, plan, and implement integrations with current and future enterprise systems
• Collaborate with organizational stakeholders to develop performance standards and KPIs in support of established SLAs
• Measure service performance and develop and implement strategies to improve process and cost effectiveness
• Ensure diversity and accessibility are critical points of consideration in all service planning discussions
• Manage the support request and incident ticket queues by communicating with users and allocating the appropriate resources to ensure quick resolution
• Identify service incident/request trends and proactively create tactical plans to address potential issues
• Coordinate and manage the evaluation, development, and implementation of future enhancements; manage vendor relationships and participate in RFPs for development work and service features
• Develop and lead training workshops/sessions and provide other learning opportunities for service users
• Ensure support resources such as knowledge base articles (KBA) are implemented, reviewed, and revised on a continuous basis
• Stay abreast of developments in web technologies and how they relate to service delivery
• May supervise staff members, including hiring, development, and performance management

Level:

– Senior Professional

Base Description:

– Completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates advanced knowledge of principles, practices, and procedures of a particular field. Works independently on moderately complex work assignments under limited oversight, reviews progress, and evaluates results. Monitors work and projects ensuring timeliness, quality, and efficiency. Identifies and mobilizes resources to achieve outcomes. Trains others and reviews progress with management. Presents ideas, concepts, and instructions in a clear and persuasive manner. Develops new techniques, concepts, and approaches and applies them to moderately complex and strategic and/or operational issues.

Supervisory Responsibilities:

– Indirect supervisor for other full–time employees
– May serve as direct supervisor for part–time, student, and/or temporary workers, volunteers, or a full–time employee

Fiscal Responsibilities:

– May validate and pay invoices
– Monitors and tracks budgets and funding

Problem Solving:

– Encounters moderately complex problems
– Applies specialized knowledge and skills to resolve problems
– Understands benefits, limitations, and impact of potential solutions

Independence of Action:

– Works independently on moderately complex work assignments, reviews progress, and evaluates results
– May set priorities and organize work within general guidelines established by supervisor
– May review the work of others to verify accuracy and conformance to required procedures and special instructions

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Coaches others in using appropriate strategies for resolving conflict; negotiating reasonable compromises; and proposing and evaluating possible solutions
– Give candid and constructive feedback to others to influence and persuade managers and employees to accept and implement findings and recommendations

• Comp Grade – 12
• Minimum – $76,700.00
• MidPoint – $95,900.00
• Maximum – $115,100.00