Department Shanghai-Information Technology
School/Division NYU Shanghai
(SH1002)
Compensation Grade Pending
FT/PT
Full-Time
Category
Technology
Position Summary
Accountable for the
planning and designing of processes to validate all services against design
specifications. Responsible for ensuring that policies, processes, and
procedures are in place to promote a dynamic operational environment. Lead and
motivate a matrix team, peers, and employees across various business functions.
The main responsibilities include:
Service Development (50%)
● Responsible for the ITIL Service Strategy and
design stages of the service lifecycle;
● Help drive proactive ideation and demand
generation of new services and existing service enhancements;
● Focus on establishing and growing the service
portfolio that delivers services with exemplary customer experience;
● Present new service design ideas to senior
government stakeholders;
● Responsible for SLA
designing/updating and creating a service matrix/value proposition for each of
the IT services in order to validate/measure the service quality;
Manage delivery of
services and resources to meet or exceed service level agreements and key
performance indicators;
● Design service offerings based on stakeholder
needs while keeping cross-service management and operations into account.
Service Validation & KPI Design (30%)
● Work closely with IT groups to identify the
service delivery process, and validate the service being delivered against the
original service design;
● Identify potential enhancements for different
services, and offer solutions that can be implemented by individual team
members;
● Establish the Demand Management structure and
run the idea intake process that is responsible for collecting ideas from
agency stakeholders and developing high level solutions and cost/benefit
analysis to facilitate prioritization and cost transparency prior to
implementation;
● Design and implement the Key Performance
Indicator for the various IT services to measure service quality across all
areas of operation.
Knowledge Management (20%)
● Maintain the knowledge base, and work with
relevant team members to develop a core skills matrix for internal and external
knowledge sharing;
● Develop IT best practices for academics and
professionals to assist them to leverage technology efficiently for an improved
contribution to the academic environment.
Qualifications
Required Education
● BA in a relevant field.
Required Experience
● 5+ years of Service Management experience,
including knowledge management, service development.
Required Knowledge, Skills, and Abilities
● ITIL (v3 or v4) certification or equivalent
combination of training and experience. Demonstrable ability to lead and
deliver strategically important projects through to completion;
● Critical thinker and has the ability to
absorb complex technical information and communicate effectively to both
technical and non-technical audiences. Ability to analyze and solve problems
with innovative, creative solutions;
● Excellent organizational skills with the
ability to work on numerous initiatives simultaneously, with the ability to
work independently with general direction;
● Demonstrates the ability to communicate
clearly and effectively with a wide variety of internal and external people,
both in formal and informal circumstances, and where necessary to gain their
agreement and acceptance;
● Project Management is plus;
● Excellent written and verbal skills in
English.
Additional Information
About NYU Shanghai
NYU Shanghai is China’s first
Sino-US research university and the third degree-granting campus of the NYU
Global Network. We were founded in 2012 by New York
University and East
China Normal
University with the support of the
city of Shanghai
and the district of Pudong. NYU Shanghai seeks to cultivate globally-minded
graduates through innovative teaching, world-class research, and a commitment
to public service.
NYU Shanghai is an
equal opportunity employer committed to equity, diversity and social inclusion.
We are proud of its diverse and talented staff members, who work together to
build and sustain this unique and pioneering institution of higher education in
China.
For more information
about NYU Shanghai, please visit https://shanghai.nyu.edu. You can also
follow our official WeChat Account: NYUShanghaiRecruit for more updated news.
申请方式 / Application Instructions
请点击以下原文链接并提交在线申请。
Please click the
original job link below to submit your application online.
https://shanghai-nyu.icims.com/jobs/7643
欢迎访问上海纽约大学官网查看更多热招岗位,并关注上海纽约大学员工招聘微信公众号(NYUShanghaiRecruit)了解更多行政岗位相关招聘信息。谢谢!
Please visit NYU Shanghai Website to
view more open positions and follow our Staff Recruitment WeChat Account(NYUShanghaiRecruit)for more updates. Thank you!
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