This role is available immediately to internal candidates at the University of Leeds for a fixed term contract to 31 July 2016.

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1 Corporate Services IT ITSM Service Solutions Administrator This role is available immediately to internal candidates at the University of Leeds for a fixed term contract to 31 July Working within IT, this is a strategically important role that will support the long-term development of IT Service Management solutions and systems. Reporting to the Service Delivery Manager this role will assist with the expansion and further development of IT Service Management systems; identifying, negotiating, mapping, agreeing and delivering customer requirements through the provision of ServiceNow applications. You must have experience in the design, development and management of application platforms or service management tools, with experience of interfacing with internal and external customers to identify, document and implement opportunities for IT Service process development /exploitation. This is an exciting opportunity in a high profile and strategically important project for the University. The successful candidate will have to opportunity to shape the future of the Service Delivery process across the whole of IT Services. University Grade 6 ( 25,391-30,434 p.a) Informal enquiries may be made to Peter Twomey, Service Delivery Manager, p.twomey@leeds.ac.uk Closing Date: 11 January 2015 Ref: CSUIT1016

2 Job Description Responsible to: Service Delivery Manager Reports to: Service Delivery Manager Main duties and responsibilities Develop and manage IT Service Management ServiceNow solutions: Undertake analysis of requirements and the mapping of requirements to service solutions Develop and document agreed business functionality and technical solution Present service solution options for approval through appropriate channels Develop customer service solutions and activity driven workflow applications: Work with technology and systems stakeholders throughout the university to establish a unified approach to delivering standard systems and technologies for IT service management Support the bespoke process configuration implementation into ITSM systems and ensure fully documented integrations Setting up and managing service level targets within the system Act as a contact for systems administration, systems development and systems transformation Support the development of the university service catalogue, self-service portal and knowledge base Develop, review, agree and publish documentation regarding the deployment and operational delivery of service management systems and tools Work with the other team members to deliver a seamless integration of the processes and activities being delivered by ITSM Support the technical deployment and management of the ServiceNow platform: Ad Hoc changes to ServiceNow forms/workflows/modules Integration of ServiceNow with appropriate tools (such as event monitoring tools) and implementation of appropriate plugins Debugging scripts Design and delivery of Macros and Formatters Customer Service and Business Relationships: Set an exemplary standard in customer service and relationship management, specifically by:

3 Developing and maintaining good relationships with internal customers, external users and technical partners Any other duties as may reasonably be required, consistent with the grade of the post Career Expectations The University of Leeds is committed to developing its staff. All staff participate in the Staff Review and Development scheme and we continue to work with individuals, supporting them to maximise their potential. Progression to a higher grade is dependent on an individual taking on an increased level of responsibility. Vacancies that arise within the area or across the wider University are advertised on the HR website to allow staff to apply for wider career development opportunities. University Values All staff are expected to operate in line with the University s values and standards, which work as an integral part of our strategy and set out the principles of how we work together. More information about the University s strategy and values is available at

4 Person Specification Essential Strong technical knowledge and working application of a wide range of computer, software, internet and communication technologies. Significant practical experience working at with senior management in IT Service Management, Service Design, Service Transition or Service Operation in a large, complex organisation Extensive experience in development and service delivery, operating across a variety of IT delivery roles in large and complex organisations Demonstrable ability to quickly build and maintain effective working relationships, at all levels of an organisation Demonstrable ability to develop effective solutions to complex problems Able to articulate potential changes to IT Service processes confidently and accurately to a range of stakeholders in a variety of formats Demonstrable effective communication skills including ability to communicate at all levels. A demonstrable strong customer focus recognising internal and external customers, establishing effective relationships Demonstrable knowledge and appreciation of IT principles including regulatory, legislative and industry practices Desirable Experience of using, developing and/or supporting Service Now application Qualification any of the following service management areas: 1. ITIL 2. ISO/IEC COBIT 4. SDI 5. SDLC Experience within the Higher Education sector Experience in a fully controlled software development lifecycle environment Additional Information Details of the terms and conditions of employment for all staff at the University, including information on pensions and benefits, are available on the Human Resources web pages accessible at

5 The Partnership To be aware of and work in line with The Partnership working with students as members of a learning community to provide world class education and an excellent student experience. More information about the Partnership is available at Disclosure and Barring Service checks A Disclosure and Barring Service (DBS) Check is not required for this position. However, applicants who have unspent convictions must indicate this in the other personal details section of the application form and send details to the Recruitment Officer at disclosure@leeds.ac.uk. Disabled Applicants The post is located in the EC Stoner Building. Disabled applicants wishing to review access to the building are invited to contact the department direct. Additional information may be sought from the Recruitment Officer, disclosure@leeds.ac.uk or tel + 44 (0) Disabled applicants are not obliged to inform employers of their disability but will still be covered by the Equality Act once their disability becomes known. Further information for applicants with disabilities, impairments or health conditions is available in the applicant guidance.