ServiceNow Incident Manager (IT Senior Associate 1) - Provisional

GENERAL DUTIES

I.T. Senior Associates perform highly complex professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Senior Associates perform a range of work in development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report. Work tasks include diagnosing, evaluating, overseeing and resolving highly complex projects. They have wide latitude for independent initiative and judgment and may serve in lead roles on complex programs or projects, and/or serve as a direct supervisor of a unit or group.

I.T. Senior Associates should demonstrate mastery of one or more technology-related disciplines, decision-making ability in situations related to those disciplines, and be able to serve as a resource in these areas. They may contribute to decisions on I.T. policies and technical standards.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/ohrm/hros/classification/ccsjobs.html

CONTRACT TITLE

IT Senior Associate

FLSA

Exempt

CAMPUS SPECIFIC INFORMATION

The Office of Computing and Information Services (CIS) at the City University of New York (CUNY) supports the IT and telecommunications needs of CUNY's 25 colleges. CIS supports enterprise IT and applications, develops new technologies that advance the University's core mission, builds, upgrades and maintains the University's network, and operates the University's Data Center and Service Desk. Additionally, CIS manages the processes that safeguard the University’s IT assets and operates the Cyber Security Operations Center (SOC), develops disaster recovery plans for business continuity, maintains the security of the University’s IT assets, and maintains the CUNYfirst Enterprise Resource Planning (ERP) solution that integrates student administration, financial management, and human resources operations across CUNY’s 25 colleges. CIS provides strategic and operational IT leadership with respect to the maintenance, enhancement, and expansion of the CUNY network spanning across all CUNY campuses.

Reporting to the Director of Application Lifecycle Management, the ServiceNow Incident Manager will be responsible for overseeing the efficient resolution of IT incidents within CUNY's ServiceNow platform. The role involves coordinating the entire incident management process, from initial report to final resolution, ensuring incidents are promptly identified, categorized, and prioritized according to its impact on business operations. The Manager will collaborate closely with various stakeholders, including technical teams, service desk personnel, and end users, to facilitate swift incident resolution and minimize disruption to services. Additionally, the Manager will play a critical role in maintaining the reliability and availability of IT services by effectively managing and mitigating incidents.

Key responsibilities include, but are not limited to the following:

• Manage the ITIL/ITSM Incident process on the ServiceNow platform, ensure support teams adhere to defined and established incident processes.

• Develop and maintain incident management policies and procedures.

• Ensure all incidents are recorded and tracked in the ServiceNow system.

• Optimize relationships between the development and IT operations teams, provide insights and recommendations as related to management of resolving incidents, fulfilling requests, and closing tickets; collaborate with other IT teams to resolve incidents and prevent future incidents from occurring; act as a resource for colleagues with less experience.

• Manage escalations of incidents to higher levels of support when necessary.

• Conduct root cause analysis to identify the underlying cause of incidents and develop solutions to prevent their reoccurrence.

• Review current and proposed processes against platform for compliance with CUNY's business strategy.

• Manage and resolve incidents related to the ServiceNow platform.

• Monitor CUNY enterprise day-to-day incident volume ensuring customer requests are managed appropriately within ServiceNow; ensure incidents are resolved within the agreed-upon service level agreements (SLAs).

• Provide regular updates and reports on incident management metrics and trends.

• Participate in incident management exercises and drills to ensure the incident management process is effective and efficient.

NOTES:

1. Until further notice, this is a hybrid position, eligible to work remotely and work on-site in the office.

2. An appointment to this Competitive title/position in the Classified Civil Service Title Series will be made with a Provisional status. Employees in provisional status must pass a competitive civil service examination and be appointed from a civil service list to remain in the title/position.

MINIMUM QUALIFICATIONS

1. High School Diploma, G.E.D., or equivalent

2. An equivalent of ten years of experience post-high school that can be met by one of the following: ten years of full-time work experience in a computer or technology related position; an Associate's degree plus eight years of full-time work experience in a computer or technology-related position; or a Bachelor's degree from an accredited institution plus six years of full-time work experience in a computer or technology-related position

3. Demonstrated English Language proficiency

4. A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.

This title has three levels. In addition to the minimum qualifications above, To qualify for Levels 2 and 3, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.

OTHER QUALIFICATIONS

Preferred:

The ideal candidate will possess the following knowledge, skills, and abilities:

• 3+ years of experience on the ServiceNow platform in large enterprise or higher education settings

• Knowledge of ITIL framework, with hands-on experience in ServiceNow

• Strong management, collaboration, communication, and team-building skills, with a track record of fostering relationships across technical and non-technical teams to meet deadlines

• Ability to quickly adapt to new tools, technologies, and industry standards, with a focus on data analysis and problem-solving

• Capable of both individual contribution and collaborative teamwork in a fast-paced, customer- responsive environment

• Demonstrate active listening skills, effective communication, and facilitation abilities across diverse technical and non-technical teams

• Exemplify ownership, accountability, attention to detail, professionalism, and judgment with a commitment to customer satisfaction

COMPENSATION

The salary is $91,298 .

CUNY's benefits contribute significantly to total compensation, supporting health and wellness, financial well-being, and professional development. We offer a range of health plans, competitive retirement/pension benefits and savings plans, tuition waivers for CUNY graduate study, and generous paid time off. Our staff also benefits from the extensive academic, arts, and athletic programs on our campuses and the opportunity to participate in a lively, diverse academic community in one of the greatest cities in the world.

HOW TO APPLY

For full consideration, submit a cover letter and resume online via CUNY's web-based job system, addressing how your experience and credentials fulfill the responsibilities and qualifications outlined. The direct link to the job opening from external sources is:

https://hrsa.cunyfirst.cuny.edu/psc/erecruit/EMPLOYEE/HRMSCG/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=28434&PostingSeq=1

Current CUNY employees must apply through CUNYfirst Employee Self Service using your login credentials. After you login to CUNYfirst, navigate to job openings by following the path from the Main Menu: Employee Self Service –>Careers

CLOSING DATE

Open until filled.

JOB SEARCH CATEGORY

CUNY Job Posting: Information Technology/Technical

EQUAL EMPLOYMENT OPPORTUNITY

CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.

Job ID

28434

Location

Central Office