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:

– Advanced Professional

Base Description:

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

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas/applications. Applies knowledge of principles, practices, and procedures of a particular field to decision-making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– Indirect supervisor or mentor 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
– May monitor/track budgets and funding

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems, with supervisor oversight
– Researches and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– Follows precedents and procedures
– May set priorities and organize work within general guidelines established by supervisor

Communication and Collaboration:

– Communicates internally and externally within working unit and the University
– May communicate with external audiences for business purposes
– Promotes open communication in a manner that builds relationships among team members
– Applies appropriate strategies for managing conflict; negotiate reasonable compromises; propose and evaluate possible solutions
– Interprets and communicates information, ideas and instructions clearly, accurately and persuasively both verbally and in written materials intended for distribution

• Comp Grade – 11
• Minimum – $68,200.00
• MidPoint – $85,200.00
• Maximum – $102,300.00