Manager, ITSM and Performance Analytics

The Opportunity: 

The Manager, ITSM and Performance Analytics position will provide UCF IT with leadership over business intelligence (BI) adoption, metrics & reporting; BI strategy, development and governance; state & university audit facilitation & governance & ad-hoc business/financial analyses (i.e. Institutional Effectiveness Reporting). Accountable for the overall development, support, governance and maintenance of all ITIL processes; analyzes, evaluates & reports service delivery quality & performance levels.

Classification Title: Manager, Information Technology III

Responsibilities:

• Manage staff and related activities for business intelligence, retrieval, analysis and the generation of service delivery metric dashboards/reports to support UCF IT service quality and performance levels. Accountable for current, accurate and complete analytics within ServiceNow Performance Analytics (PA) or other applicable central IT analytics platforms. Oversees and drives the development of dashboards/reports, key performance indicators (KPIs) and related information for IT leadership.

• Manage, promote, maintain and govern UCF IT ITSM program (current and future ITIL processes - Incident, Change, Problem, Request and Knowledge Management) by leading initiatives around best practice process implementations. Continually assess and improve ITIL policy and procedure documentation to align to evolving business and application requirements.

• Accountable for enterprise platform (ServiceNow) governance, strategic planning/road mapping (continually improving and expanding the platform), development and platform maintenance.

• Works closely with the business and UCF IT service providers to negotiate and agree on service level requirements of any proposed new services and changes to existing services. Produces regular reports on service performance to senior leadership.

• Configuration Management Database (CMDB) and IT Asset Management (ITAM, i.e. Software and Hardware Asset Management) program development, implementation and governance. Provide program and cross-functional team management for both programs. Implement processes to ensure trustworthy data, practical management, operational integration, and strategic conformance of IT assets.

• Manage Institutional Effectiveness (IE) reporting for UCF IT. Liaison with relevant stakeholders for all IT-related aspects of UCF's Institutional Effectiveness reporting on IT@UCF's contributions to increasing student outcomes.

• Other duties as assigned.

Minimum Qualifications: 

Bachelor’s degree and 6 years of relevant experience; or High School Diploma (or equivalent) and 10 years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Click here for more information

Preferred Qualifications:

• 5+ years of technology or related experience at a higher education institution.

• 3+ years leadership and management experience.

• Experience with ITIL processes.

• Experience with reporting and metrics using tools like Power BI and ServiceNow Performance Analytics.

• Experience planning, designing, analyzing, acquiring IT services.

• Experience developing policies, procedures and standards.

• ITIL v3+ certification.

Special Instructions to the Applicants:

This is not a remote position. Up to 1-3 hybrid workdays may be available after a probationary period, depending on work duties and supervisor approval.

Classification Title: Manager, Information Technology III

Are you ready to unleash YOUR potential?  

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you’ll play an integral role at one of the most impactful universities in the country. You’ll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you’ll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you’ll have countless rewarding experiences that go well beyond a paycheck. 

Working at UCF has its perks! UCF offers: 

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program   

• Paid time off, including annual and sick time off and paid holidays  

• Retirement savings options   

• Employee discounts, including tickets to many Orlando attractions   

• Education assistance   

• Flexible work environment 

• And more…For more benefits information, view the UCF Employee Benefits Guide.   

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF. 

Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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Equal Employment Opportunity Statement:

The University of Central Florida is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.  Click on UCF's Equal Opportunity Statement to view the President’s Statement.

The UCF affirmative action plans for qualified individuals with disabilities and protected Veterans are available for inspection in the Office of Institutional Equity, Monday through Friday, from 9:00 a.m. to 5:00 p.m., upon request.

As a Florida public university, UCF makes all application materials and selection procedures available to the public upon request. 

The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.