University Job Title
Technical Lead

Bargaining Unit
None - Not included in the union (Yale Union Group)

Time Type
Full time

Duration Type
Regular

Compensation Grade
Administration & Operations

Compensation Grade Profile
Manager; Program Leader (P6)

Work Location
Central Campus

Worksite Address
150 Munson Street
New Haven, CT 06511

Work Week
Standard (M-F equal number of hours per day)

Searchable Job Family
Computing and Information Systems

Total # of hours to be worked:
37.5

Position Focus:

The IT Business Process & Configuration Specialist will require a good understanding of 
technology operational processes and service management concepts. This role will produce 
content guiding the use of technology processes, creating training and maintaining service 
management documentation. The successful candidate will:

Be able to both design and implement operational processes and configure the ServiceNow tool in support of process requirements.

Understand business processes, document and propose business process opportunities.

Analyze current processes and identify trends and make recommendations for modernization and improvements.

Plan, design, implement and monitor approved ITSM processes across IT with the goal of reliable and repeatable IT services at agreed IT service levels.

Work with business & IT users to identify and refine business requirements and workflows, as well as determine where Service Now can fit into business processes to improve services.

Develop training content, user guides, and deliver training on ITSM processes across IT.

Review and consult on documents describing products, services, components or applications including relevant service requirements; ensure they are valid and up to date and that functions and features are documented in an appropriate way.

Act as the liaison between the process managers and the Service Management team.

Assist in the maintenance and enhancement of the ServiceNow platform including the documentation of functional requirements, general configuration and platform testing.

Apply best practices to develop and maintain core process documentation.

Serve as the process owner for many ITIL processes for Yale Central IT.

Communicate process changes, enhancements, and modifications verbally or through written documentation to management, staff, and other employees so that issues are well understood.

The following Essential Duties are generic in nature; the information contained in this Position Focus is most relevant to this position.

Essential Duties

1. Develops functional and/or service goals that ensure conformity and uniformity with University policies within their assigned area of responsibility.
2. Oversees new and existing systems and services development to include modification of existing systems.
3. Evaluates user needs and implement systems and solutions to best service the community.
4. Consults with users and IT functions to diagnose and resolve complex problems.
5. Serves as a liaison between area of responsibility and other areas to ensure conformity with department and University goals.
6. Develops troubleshooting and problem resolution programs to ensure a high level of service and efficiency.
7. Influences and collaborates with clients and ITS functions to maximize the delivery of services and solutions.
8. May perform other duties as assigned.

Required Education and Experience

Bachelor's Degree in a relevant technical field and a minimum of four years of related technical experience or an equivalent combination of education and experience.

Required Skill/Ability 1:

Ability to facilitate collaborative/cooperative working sessions, working with members from different expertise, places and cultures to achieve collective goals. Proficient in mapping business rules to processes. Ability to elicit, interpret and analyze functional and technical requirement documents. 

Required Skill/Ability 2:

Able to quickly understand processes and technology landscape. Ability to capture processes that are not documented and analyze and drive improvements to those processes.

Required Skill/Ability 3:

Proven strong contributor with excellent verbal/written communication skills and high motivation to learn new technologies in a collaborative environment.

Required Skill/Ability 4:

Proven ability to work independently as well as part of a team on multiple projects simultaneously.

Required Skill/Ability 5:

Proficient in mapping business rules to processes.

Preferred Education, Experience and Skills:

Bachelor's Degree in a related field and six years of related work experience or an equivalent combination of education and experience. Minimum 5-10 yrs. work experience, preferably in a process analysis role in a service management environment. Enterprise ITSM software experience (e.g. ServiceNow, BMC Remedy, HP Service Manager, etc.).

Preferred Licenses or Certifications:
ServiceNow administrative certificate. ITIL certification and understanding.

Weekend Hours Required?
Occasional

Evening Hours Required?
Occasional

Drug Screen
No

Health Screening
No

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:

Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: ocr.boston@ed.gov.

Note

Yale University is a tobacco-free campus