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IT Service Owner (for ERM)

Position Information

Position Information

Date Posted 05/18/2017
Working Title IT Service Owner (for ERM)
Job Classification Systems/Programmer IV
Department Name 19200S-CSSD-Enterprise CRM
Job Type Staff
Position Number 0134791
Hiring Range TBD based on qualifications
Position Description

The University of Pittsburgh’s Computing Services and Systems Development (CSSD) department is seeking an IT Service Owner for Enterprise CRM.

The IT Service Owner is accountable for working with team management to plan, deploy and manage Enterprise CRM technologies throughout their entire life cycle. They contribute to the development of service strategy and are responsible for successfully delivering, facilitating and coordinating aspects regarding the service including all communications.

This position is a high-level, technical position and duties include the following: managing service related projects, identifying and tracking relevant metrics to aid in decision making, ensuring that services deliver value to the University community, aid in development of marketing, continuous service improvement via internal and external feedback mechanisms and acting as the liaison for customers questions and comments. Additional responsibilities include making formal recommendations to CSSD Management and the Enterprise Architects regarding service strategy, coordinating training, coordinate tasks in support of the service(s). This position must create policies, plans and compile budget requirements for the Enterprise CRM services.

Candidate must be able to build relationships and facilitate collaboration across multiple teams. A positive attitude, a
willingness to learn and grow along with the enthusiasm to own related services will be critical for success. Excellent communication, presentation and interpersonal skills are required. The ability to lead multiple initiatives, gather relevant data and make sound decisions, resolve dynamic problems, and deliver on tight deadlines is essential. Complete accuracy in writing is crucial.

In conjunction with team management the Enterprise CRM Service Owner will be accountable for both the oversight and future direction of the following technologies: Salesforce products and enterprise integration tools in addition to future technologies.

Candidate must possess a bachelor’s degree in CS, IS or a related field, have at least 8 years experience in the IT field along with customer support experience, project management experience and an established track record of achieving set goals.

Applicants must provide three work related references (supervisory, whenever possible) as well as include their complete employment and salary history on their application. Applicants should include salary requirements in cover letter.

Education Required Baccalaureate
Minimum Related Experience Level Required 6-9 years experience
Additional Education and/or Experience Essential to the Position

Bachelor of Science in CS, IS, Business or related field or the equivalent in experience. Experience implementing and supporting the Salesforce platform. Documented project management knowledge and experience. Evidence of progressively responsible experience performing design, analysis, development, integration, implementation, and maintenance of web based systems.

Required Licenses/Certifications
Child Protection Clearances

The following PA Act 153 clearances and background checks may be required prior to commencement of employment and as a condition of continued employment: PA State Police Criminal Record Check, FBI Criminal Record Check, PA Child Abuse History Clearance.

Assignment Category Regular, Full-Time
Percent Effort 100
Scheduled Work Hours 8:30 a.m. - 5:00 p.m.
If Varied Work Schedule, Please Specify

On occasion, some evening and weekend work may be necessary depending on business load, project timeline requirements, or scheduled downtime changes. Unscheduled or urgent support outside of business hours may occur. May be responsible for carrying an escalation cell phone on a rotating schedule.

If Part Time, Actual Standard Weekly Hours
Campus Pittsburgh
University Benefits

The University offers an excellent comprehensive benefits package for all full-time and part-time regular employees including:

• Education benefits and a retirement plan with employer match

• Group medical insurance, life insurance, and optional vision and dental insurance

• Free transit service within Allegheny County for employees of the Oakland campus (Port Authority Transit)

• Time off benefits including vacation, sick and personal time

For more information regarding the University’s benefits package, please visit

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a bachelor’s degree in CS, IS or a related field with at least 8 years working experience in the IT field?
    • Yes
    • No
  2. * How did you hear of this position at the University of Pittsburgh?
    • Career Development Center (CDC)
    • Chronicle of Higher Education
    • Commonwealth Workforce Development System (Formerly PA CareerLink)
    • Currently a University Employee
    • Pitt Career Services
    • Pittsburgh Post Gazette
    • Pittsburgh Technology Council
    • PittSource Search
    • Referral (Friend, University Employee, etc.), please specify below
    • Internet Search
    • Other: (Please specify below)
  3. Please specify from above (if applicable):

    (Open Ended Question)

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter