IT Systems Administrator - Service Management Lead - HCPS - Technology
The main focus of this position is the specialization of service delivery and its processes promoting exceptional customer service including systems performance, monitoring and ensuring uptime, performance and proactive maintenance of district infrastructure and applications and also managing staff. The incumbent in this position is generally responsible for the following key functions: maintaining technical documentation (e.g. SOPs), monitoring systems’ performance, identifying/ assessing/escalating /resolving IT issues, analyzing data, IT process development/improvement/automation, service delivery, customer satisfaction, software licensing tracking and compliance, and district-wide technical communications. The person in this position is also responsible for monthly and quarterly reporting (service delivery, system performance, backup/restore processes, etc.) metrics, KPIs and administration of ChangeGear IT Service Management solution. Essential Duties • Consult with Enterprise (network and computer) Infrastructure & Application colleagues and end-users to propose effective processes and solutions to increase and enhance productivity; • Perform regular data audits for areas of responsibility and resolve identified issues; • Maintain and support ChangeGear platform and related processes; • Repair and recover from hardware or application failures; coordinate, escalate and communicate with impacted user groups and technical team members; • Escalate to vendor and involve them in defect and incident resolution as required; • Work with ChangeGear and third-party applications; • Manage staff including delegation of assignments, performance management including oversight of career development, advancement, evaluations and discipline, as necessary; • Lead change effectively with team and various stakeholder groups; • Be engaged and on task; • Other duties as assigned.
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