IT Service Management Specialist

The Opportunity

Embry-Riddle Aeronautical University is seeking an IT Service Management Specialist to join the Information Technology department in a teleworking arrangement. This position focuses on enhancing service management practices and maintaining the IT Service Management (ITSM) platform, TeamDynamix. The Specialist is responsible for analyzing support tickets to identify patterns and implement proactive improvements in service management. They ensure quality control across ticket handling and collaborate with IT leadership to support consistent, best-practice service delivery. Additionally, the role includes managing and maintaining all ITSM modules, such as the Service Catalog, Incident, Change, and Problem Management, Asset Management, Knowledge Management, Project Portfolio, and the Self-Service Portal. Embry-Riddle provides professional development opportunities, a four-day summer work schedule, and a robust benefits package – from quality health care and retirement to generous education benefits.

The ideal candidate desires to be a part of a vibrant community of Information Technology professionals and supports the mission of the University as a world leader in aviation and aerospace education. Embry-Riddle provides education globally and maintains a diverse technology footprint.

Primary Job Functions, Duties, or Accountabilities

• Provides detailed data and trending analysis and presents findings with recommendations that support continuous improvement.
• Researches business needs and industry best-practices to support the identification of gaps or deficiencies in existing processes, services, and service portfolios.
• Performs requirements gathering and analysis, solution design, development, quality assurance, and release management. Develops workflows and automation.
• Maintains the Knowledge Management review process. Reviews and updates the Service Catalog.
• Creates and maintains ITSM training and process documentation.
• Performs quality control reviews, provides feedback and training as needed to IT staff, supporting ITIL and ITSM best practices.
• Assists in the creation of management information including KPIs, reports, and dashboards. Develops roadmaps and investigates new technology.
• Supports the day-to-day response, administration, and maintenance of the ITSM platform, including account maintenance and reporting.
• Performs and coordinates testing of ITSM updates and new releases.
• Coordinates integrations with other university systems.
• Attends meetings and participates in projects and committees, as assigned.

Qualifications

• High School (or GED) level ability in grammar, spelling, basic composition, and math.
• ITIL certification required.
• Demonstrated experience managing an ITSM system (i.e. Incident, Change, Problem, Knowledge, etc.).
• TeamDynamix experience a plus.
• Strong knowledge of ITIL best practices for service and incident management.
• Experience in evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Previous experience working on projects that focus on automations, creating efficiencies, and improving the end user experience.
• Bachelor's degree preferred or equivalent work experience can be substituted.
• Previous IT Service Management experience may be considered in lieu of ITIL certification. Service Desk or IT Support Experience preferred.