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 equity 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:

– Principal Professional

Base Description:

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

Level Summary:

– Displays mastery of defined skill areas/applications, principles, theories and practices. Evaluates and enhances existing practices. Recognizes emerging trends in area of expertise. Works independently on complex or strategic assignments. Directs and delegates appropriate tasks to others. Implements strategies to ensure achievement of initiatives. Prepares written and/or verbal presentations or proposals on complex issues and deliver to broad audiences. Identifies and implements innovative solutions to important, highly complex 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:

– Validates and pays invoices
– Monitors and tracks budgets and funding
– May plan and forecast budgets

Problem Solving:

– Encounters complex and novel problems
– Applies policies, practices, specialized knowledge, and skills to resolve problems
– Understands benefits, limitations, and impact of potential solutions
– Anticipates potential problems and recommends possible solutions within general guidelines

Independence of Action:

– Works independently on complex or strategic assignments
– Uses existing practices as guidelines as well as working knowledge to determine specific work methods
– Carries out work activities independently, with supervisor available to resolve problems
– Reviews work of others to verify technical soundness

Communication and Collaboration:

– Communicates with both internal and external audiences
– Collaborates closely with team members and area leads across the University
– Prepares written and/or verbal presentations or proposals on complex issues and delivers to a broad variety of audiences
– Establishes and maintains networks to facilitate successful communication among units

• Comp Grade – 14
• Minimum – $97,100.00
• MidPoint – $121,400.00
• Maximum – $145,700.00