Job Details
Qualifications
- Analysis skills
- Bachelor's degree
- ITIL
- Information security
- Instructional design
- Vulnerability management
Job Description
Overview:
The Office of Information Technology’s Service Management Office (SMO) is an integral part of the overall strategy to create a valuable service experience for University students, families, faculty, and staff, and the Princeton University community. The Business Relationship Manager (BRM) Technical and Security Support professional will work alongside the Customer Service and Support team, with the Associate Director of IT Asset and Configuration Management, as well as distributed IT departments across campus to ensure that all technical support teams receive training on how to manage University assets and configuration items throughout their lifecycle. This position will also serve as the point of coordination between OIT and departments to manage service standards and remediate vulnerabilities through both proactive (e.g., ensuring OS, software and firmware is patched and up to date) and reactive measures (e.g., identifying and rapidly fixing identified issues).
Reporting to the Director of IT Support Relationship Management, the role will serve as the coordination point for OIT, departmental IT groups across campus, and campus units that utilize ServiceNow’s service asset and configuration module. With the goal of ensuring sustained security, the incumbent will regularly interface with the departments listed above, Information Security Office (ISO), and the Office of Audit and Compliance (OAC).
Essential to this role is the ability to provide input and implement asset management and service management policies, develop standard operating procedures around configuration, incident, request and vulnerability management, while driving adoption by members of the departmental IT community.
Responsibilities:
Work with department IT support professionals to ensure the ongoing management and data quality of the IT Asset and Configuration Management databases (CMDB) for hardware and software.
Collaborate with the IT support professionals to develop content, including maintaining the program website, drafting presentation materials, and delivering training for department IT support teams.
Document and continuously improve procedures and knowledge articles to ensure content remains accurate and relevant, integrating feedback from departments and communicating changes to all stakeholders.
Moderate knowledge sharing forums to drive community problem solving and communication of best practices.
Amplify the voice of the distributed support community, raising issues/needs/ideas within OIT.
Facilitate exception management according to ITAM policies, including request review/approval and periodic evaluations.
Maintain ServiceNow device model records in support of lifecycle management, ensuring consistent field definition across asset and CMDB records and managing accurate device inventories and catalogs for purchasing programs.
Ensure solution of incidents related to device purchases and customer fulfillment, including related management of asset/CI records.
Influence and provide leadership to ensure stakeholders’ adoption of ITSM best practices in support of service standards.
Communicate and monitor standards for incident, request, and vulnerability management.
Enable department IT support to identify and remediate vulnerabilities in partnership with the ISO, ensuring timely resolution of security incidents with department devices.
Lead and collaborate with department IT support, the Service Management Office (SMO) and the ISO Security and Operations team to define and maintain standard operating procedures that operationalize the strategy for IT asset management (ITAM) and security.
Coordinate the execution of improvement initiatives ensuring that steps to implement and maintain service asset, configuration, and vulnerability management standards are well understood by department IT support.
Provide significant contributions to the implementation and continual monitoring of ITAM policies, standards, controls, and processes, ensuring that documentation is up to date and well understood with IT teams across the enterprise.
Provide guidance and direction to department IT support teams for process adherence, maintenance, and improvement.
Solicit and integrate input from departments in partnership with the Assoc. Director of IT Asset and Configuration Management.
Collaborate with ServiceNow platform management team to establish and support CMDB health and other key improvement initiatives, obtaining input to user stories from the IT support community.
Regularly review reports with each department for their IT asset portfolio ensuring that the information is accurate in the CMDB.
Review reports on CMDB health and escalate potential/emerging issues.
Maintain accurate records for program participation including directory maintenance and communication groups.
Monitor backup support engagements in partnership with OIT Field Support to ensure consistent, quality service across temporary resources.
Monitor and evolve ITSM dashboards for incident and request management, providing periodic reports for evaluation by departments and escalating SLA and other service issues including aging tickets.
Monitor and maintain model inventory and vulnerability reporting and dashboards, providing information to financial, security, and other partners as needed.
Develop new reports or dashboards as needed to ensure visibility into process management.
Provide the Director of IT Support Relationship Management with relevant information including exception and compliance reports for review with the Office of Audit and Compliance and the ISO.
Qualifications:
Essential Qualifications
7+ years of experience in an IT organization with service delivery
Proficiency with managing asset or inventory data
Demonstrated proficiency in consolidating data from numerous sources to create presentations for all levels of management and other stakeholders
Knowledge of ITSM/ITIL frameworks and leveraging ITSM, ITAM, and ITOM best practices
Knowledge of ServiceNow (CMDB, Software Asset, Hardware Asset, and Incident Management) processes
Strong analytical, problem solving, priority setting, facilitation, and collaboration skills
Demonstrated ability to effectively communicate ideas and lead through influence to accomplish challenging goals and objectives
Excellent understanding of document control, update processes, and tools
Experience with instructional design and delivering training
Knowledge of information security standards
Education: Bachelor’s degree, or equivalent related work experience
Preferred Qualifications
ITIL certified or ISO/IEC Foundation certified
IAITAM certifications including CAMP, CSAM, CHAMP, CAMSE and CITAM
Knowledge of NIST framework
Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS
Standard Weekly Hours: 36.25 Eligible for Overtime: No Benefits Eligible: Yes Probationary Period: 180 days Essential Services Personnel (see policy for detail): No Physical Capacity Exam Required: No Valid Driver’s License Required: No Experience Level: Mid-Senior Level : #LI-JJ1