IT Service Management Associate

This position is responsible for the day-to-day operation, management, and oversight of various ITSM processes, ensuring they are executed effectively and efficiently. This role requires occasional tasks at night or on weekends, supporting changes or deployments scheduled outside of business hours. Key responsibilities include:

• Change Enablement: Facilitate the technical change management process, ensuring changes are reviewed, approved, and implemented with minimal disruption.
• Operational tasks: Perform periodic IT maintenance or operations tasks (e.g., applying or validating AWS tags)
• Communications: Serve as communications coordinator for scheduled maintenance.
• Documentation: Maintain and update ITSM process documentation, including policies, procedures, and templates.
• Metrics: Support key IT metrics by building and maintaining dashboards for real-time visibility into service performance, customer satisfaction, etc.
At Notre Dame, we believe in creating an environment where everyone feels valued, respected, and included in a work environment that encourages innovation and teamwork. You'll have the opportunity to work with a talented and diverse group of colleagues, contributing to technology solutions that drive the university's mission forward. We are committed to diversity in all its forms and actively seek candidates from underrepresented backgrounds. We encourage applications from individuals of all races, ethnicities, genders, abilities, and perspectives.
• Please note: This position is eligible for hybrid work and requires the individual to be present in the office 3-4 days per week.
  
  High school diploma or GED
Valued skills and experiences include:
• IT service management best practices, including ITIL
• Change enablement for IT services
• Knowledge management, including writing and editing knowledge articles
• Experience with process improvement a plus
• Experience administering or working within an IT service management tool, such as ServiceNow, Team Dynamix, Cherwell, Remedy, etc.
• Familiarity with IT infrastructure, networking, and service architectures
• Demonstrated ability to communicate with both highly technical team members and non-technical customers
• Attention to detail, excellent writing and communication skills, and organizational skills are critical to this role, with the ability to juggle multiple priorities when needed.
  
  The University of Notre Dame seeks an ITSM Associate to help transform and improve IT service delivery. The Office of Information Technology (OIT) is the central IT organization at the University. This position is one of three full-time ITSM staff on our team.
Why join the OIT at Notre Dame? We do fantastic work and make a difference. We are leaders in higher ed IT and have been recognized among Computerworld Best Places to Work in IT for more than a decade. We have a welcoming, inclusive, and fun culture. And ! What does this position do? This position helps , combat America's , and . In other words, we can't achieve the amazing things that unless we have the technology and services to enable them. This means we need strong, reliable IT service management helping us take the next giant leaps in our IT maturity. Our ITSM roadmap is ambitious but we are aligned in its importance.