Service Coordination Manager 80732
Job ID: 42052
Full/Part Time: Full-Time
Apply On Or Before: 08/24/2017
Northwest Regional Data Center
Responsible for all aspects of technology with regard to open systems operating systems and hardware. Provides technical solutions and services based on the needs of NWRDC, the customer, and related projects. Researches and develops new solutions and improves existing deployments. Provides overall leadership and acts as subject matter expert for open systems. Follows best practices for change management and security as well as other guidelines and procedures provided by NWRDC and customers.
Responsible for providing Customer Service and team leadership for various assigned projects. This includes gathering necessary resources from other teams to accomplish the needs of the customer. Communicates customer based tasks and project needs with supervisor and other members of senior management and works with NWRDC's Project Manager to facilitate customer needs.
Responsible for managing and supervising members of the open systems team. These responsibilities include but are not limited to hiring, performance evaluation, timesheet approval, work hours, team structure, task assignment and coordination, and discipline. Provides guidance and assistance to all NWRDC staff members of both a technical and leadership nature. Leads by example in all areas.
Responsible for financial, fiscal year budgeting, rate development, service inventory, and purchasing related to open systems. Coordinates with supervisor and NWRDC's Chief Business Officer and related staff on all aspects of financial responsibilities related to open systems.
Responsible for project management from both a technical and planning perspective. Plans, creates, and documents projects within the team's scope. Works with managers of other teams and members to coordinate project tasks. Assists with the coordination of other team's projects and tasks. Works with the NWRDC's Project Management Team to document tasks, timelines, hours, and budget.
Provides regular project updates to supervisor, senior management, and other managers as appropriate. Provides customers with regular updates on the status of deliverables. Responsible for marketing and communication of the services related to open systems. This includes speaking to customers about all NWRDC services, developing documentation of services for use in marketing, presenting services to large groups, and other marketing related duties. Works with supervisor, senior management, and NWRDC's marketing team in developing strategies for marketing services. Listens to customers' needs and researches, develops, and assists in improving all NWRDC services.
Works in conjunction with supervisor and senior management to develop, and implement NWRDC policies and procedures. Ensures that all team members are using NWRDC, FSU, and customer approved policies and procedures and best practices.
Bachelor's degree in Computer Science, MIS, or other appropriate degree and four years of experience or a combination of appropriate post high school education and experience equal to eight years.
Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
Ability to identify trends, predict impact of actions on system operations, detect discrepancies in the function of an organization, and take necessary action to correct performance.
Ability to maintain and improve personal and team effectiveness, and foster change and creativity.
Technical knowledge of current systems software, protocols and standards, including Active Directory.
Knowledge of the principles and practices of project planning, development, and evaluation.
Knowledge of purchasing, procurement, budgeting, and administrative management.
Hands-on software and hardware troubleshooting experience.
Knowledge of local area networks.
Experience with data management.
Experience managing a technical staff in a fast-paced operational environment.
Technical knowledge of and recent experience with platform operating systems including Windows Server versions 2008 - 2016, and/or Red Hat Linux or other Unix-based platforms.
Experience managing an Incident/Response team for an Enterprise-level organization.
Experience and/or functional knowledge of ITIL/ITSM-based delivery practices and processes.
Experience in process and/or procedure creation and documentation
Strong stakeholder management skills
Ability to take initiative and ownership of process issue with minimal supervision
Ability to multi task and prioritize multiple ongoing issues
Experience using an ITSM platform tool such as Remedy, Cherwell and/or ServiceNow
ITIL Foundations v3 certified.
This is an A&P (Administrative and Professional) position.
If not otherwise specified, schedule is M-F, 8-5.
Criminal Background Check
This position requires successful completion of a criminal history background check, to include fingerprinting.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service. Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
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Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer. FSU's Equal Opportunity Statement can be viewed at: http://www.hr.fsu.edu/PDF/Publications/diversity/EEO_Statement.pdf