System Administrator IV (ITSM Training Administrator)

Position Details

Position Information

Recruitment/Posting Title System Administrator IV (ITSM Training Administrator)

Job Category Staff & Executive - Information Technology Department OIT-Enterprise Service Delivery Overview

Rutgers, The State University of New Jersey, is a leading national research university and the state of New Jersey's preeminent, comprehensive public institution of higher education. Established in 1766 and celebrated a milestone 250th anniversary in 2016, the university is the eighth oldest higher education institution in the United States. More than 70,800 students and 27,000 faculty and staff learn, work, and serve the public at Rutgers locations across New Jersey and around the world.

Rutgers University–New Brunswick took root over 250 years ago. We are the state's most comprehensive intellectual resource—the flagship campus of Rutgers, The State University of New Jersey, as designated by the Association of American Universities. We are the region's most high-profile public research institution and a leading national research center with a global impact.

Posting Summary

Rutgers, The State University of New Jersey is seeking a Systems Administrator IV (ITSM Training Administrator) in Information Technology Services Management – Computing Services at Central Administration.

Reporting to the Associate Director Information Technology, the System Administrator IV is responsible for providing training and supporting communications to university-wide organizations for the Rutgers IT Service Management Office.

Among the key duties of this position are the following:

Supports the Rutgers Service Management Awareness, Education, and Training Program by designing, developing, implementing, and evaluating the training program and initiatives.

Collaborates with key subject matter experts and assesses group and individual training needs for IT service management.

Creates materials and communications in support of the ITIL/ITSM training roadmap.

Designs and coordinates outreach and awareness campaigns to support the adoption of IT service management principles and concepts.

Works with business customers, end users, operations, and support staff to assess the efficacy of ITIL/ITSM learning programs and communications.

Delivers training courses, workshops, and seminars to support adoption of IT service management across Rutgers IT.

Manages the Rutgers Service Management Course Offerings Portfolio.

Supports the ongoing operations of the Rutgers Service Management Office by working collaboratively with the Associate Director, ITSM to support the university-wide effort to improve service processes and service delivery utilizing IT service management best practices, standards, and methodologies (ITIL, COBIT, LeanIT).

Works closely with the ITSM team to coordinate business and process analysis, communications, training, data reporting, and analytics services for the Rutgers Service Management Program.

Works with the assigned Project Manager and System Administrators to identify training and outreach opportunities for ServiceNow ITSM to facilitate widespread adoption of the platform.

Position Status Full Time Hours Per Week Daily Work Shift Work Arrangement FLSA Exempt Grade 31S Position Salary Annual Minimum Salary 84801.000 Annual Mid Range Salary 102285.000 Annual Maximum Salary 121826.000 Standard Hours 37.50 Union Description Payroll Designation PeopleSoft Benefits

Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to https:// uhr.rutgers.edu/benefits/benefits-overview. Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https: // finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health- insurance.

Seniority Unit Terms of Appointment Staff - 12 month Position Pension Eligibility ABP

Qualifications

Minimum Education and Experience

Bachelor's Degree in Information Technology, Computer Science, Education, Communications, or related field.

Five (5) years of relevant experience.

Experience consulting with leaders and stakeholders, with a proven track record of establishing relationships and the ability to be a strategic partner (vs. just execution).

Experience designing and delivering learning programs to reflect knowledge in adult learning principles, both inside and outside of traditional classroom environments.

Experience designing and delivering marketing and awareness campaigns to drive cultural adoption.

Experience conducting facilitated workshops to garner stakeholder engagement and support.

Equivalent education, experience and/or training may be substituted for the degree requirements.

Certifications/Licenses Required Knowledge, Skills, and Abilities

Business acumen and marketing familiarity.

Must have excellent written and verbal communication skills.

Proficiency in training content design, development, and delivery.

Familiar with IT, ITIL, and IT Service. Management concepts, practices, and procedures.

Ability to effectively train IT professionals on new concepts, terminology, and work processes.

Willingness to observe and analyze patterns, trends, and correlations in higher education, technology, and business practices.

Continue with professional development in modern technology and IT best practices, frameworks, standards, and methodologies.

Preferred Qualifications

Certifications in ITIL Foundation (v4 required) and/or Advanced ITIL 4.

Experience in a higher education technology environment and in the design and delivery of training for ITIL and IT Service Management adoption.

Experience in the design and delivery of communications, marketing, awareness, and training for ServiceNow ITSM applications (or similar enterprise ITSM system) tailored to audience (executives, business, technical).

Experience with Microsoft Office 365, SharePoint Online, Microsoft Teams, Canvas, Qualtrics, and Storyline.

ServiceNow ITSM application administration with day-to-day operational support (Rome version).

Familiarity with complementary IT service management frameworks, such as project management, business analysis, LeanIT, COBIT, DevOps, and Cloud Computing.

Equipment Utilized Physical Demands and Work Environment

PHYSICAL DEMANDS: Standing, sitting, walking, talking or hearing. No special vision requirements.Visual acuity to perform activities such as: viewing computer screen, reading, analyzing written information/data, etc. Ability to perform physical labor without restrictions, including lifting equipment up to fifty (50) pounds.

WORK ENVIRONMENT: Office environment. Moderate noise

Special Conditions

Posting Details

Posting Number 22ST1062

Posting Open Date Special Instructions to Applicants Regional Campus Rutgers Biomedical and Health Sciences (RBHS) Home Location Campus Downtown New Brunswick City New Brunswick State NJ Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre- employment screenings.

Immunization Requirements

Under Policy 60.1.35 Immunization Policy for Rutgers Employees and Prospective Employees, Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster upon eligibility and upload proof of same. Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: https:// uhr.rutgers.edu/non- discrimination-statement

Supplemental Questions

Required fields are indicated with an asterisk ().

Do you have a Bachelor's Degree in Information Technology, Computer Science, Education, Communications, or related field?

Yes

No

Do you have a minimum of five (5) years of relevant experience?

Yes

No

Applicant Documents

Required Documents

Resume/CV

Optional Documents

Cover Letter/Letter of Application