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IT Service Owner

Position Information

Position Information

Date Posted 10/12/2017
Open Until Filled No
Anticipated Application Deadline (Close date) 12/11/2017
Working Title IT Service Owner
Job Classification Systems/Programmer IV
Department Name 19200D-CSSD-IT Service Owners
Job Type Staff
Position Number 0133107
Hiring Range TBD based on qualifications
Position Description

The University of Pittsburgh Computing Services and Systems Development (CSSD) Department is seeking an IT Service Owner to engage with customers, improve services, and act as customer advocates within the organization. The IT Service Owner is responsible for managing one or more services throughout their lifecycle.

For assigned services, the position duties include the following: increase adoption and awareness through events and group training sessions, manage small to medium size service-related projects, evaluate usage metrics, gather customer feedback to aid in decision making, assist in the development of marketing and communications, and act as a liaison for customers. Additional responsibilities include identifying opportunities for service improvement and standardizing and continuously improving service processes along with maintaining related documentation.

The candidate must possess a Bachelor’s degree in CS, IS, or a related field and have at least 10 years’ experience in the IT field along with strong customer support experience, project planning experience, and an established record of accomplishment of achieving set goals. The candidate must be able to build relationships and facilitate collaboration across multiple teams. A positive attitude and 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, prioritize several initiatives, gather relevant data and make sound decisions, resolve dynamic problems, and deliver on tight deadlines is essential. Complete accuracy in writing is crucial.

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. The incumbent is responsible for carrying an escalation cell phone on a rotating schedule.

Applicants must provide three work-related references as well as include their complete employment and salary history on their application.

Education Required Baccalaureate
Minimum Related Experience Level Required 10+ years experience
Additional Education and/or Experience Essential to the Position

BS in IS, CS, or related field or the equivalent in experience.
Must understand and possess some experience with the following: cloud technologies and how they integrate with other University services, managing a diverse set of technologies, understanding user needs related to information technology, documenting service management concepts and how to apply them to meet customer requirements.

Required Licenses/Certifications

ITIL certification is a plus.

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

Occasional evening & weekend work may be required.

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 or will have completed one by the end of this current term?
    • 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