Process Manager, Incident/Problem
University of California Los Angeles
Requisition Number: 40790
Salary: $104,935-$119,639 annually
Position Description:
The Customer Success department proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Acts as the “front door” for ITS providing tiered support to handle the majority of common IT user needs including software, endpoint, and access inquiries. Provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Enables service excellence and a spirit of continuous improvement monitoring key performance factors such as customer satisfaction and customer service throughput and implementing process improvement.
The ITSM team manages the end-to-end framework, processes, and standards for delivery of IT services to customers. This includes oversight of the processes and activities needed to design, create, deliver, and support IT services, consistently improving customer experience and enabling UCLA to deliver on its academic mission.
The Process Manager, Incident/Problem will be responsible for managing the lifecycle of all incidents, ensuring that they are properly logged, categorized, and diagnosed, and that solutions are identified and implemented effectively. In this role, the Process Manager, Incident/Problem will be the subject matter expert responsible for problem management, identifying recurring or significant incidents, and driving root cause analysis to prevent future occurrences. The Process Manager, Incident/Problem will collaborate with service owners and other process managers to ensure effective operation of IT services. The ITSM Process Manager will monitor and report on process performance and identify opportunities for continuous improvement. This individual will support stakeholder training and functional documentation of processes.
The Process Manager, Incident/Problem will positively impact UCLA’s operations and culture by enabling University stakeholders to effectively access and leverage technology and IT services in support of the institution’s academic mission. This team member will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA’s vision while modeling UCLA’s culture and values.
Special Instructions:
This position is eligible for a hybrid work arrangement that includes regular visits to campus as needed (for those who work remotely, travel/lodging expenses are not eligible for reimbursement).
The anticipated pay range for this position is $104,935 – $119,639, annually; salary is dependent upon the skills and experience of the selected finalist.
NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying.
For full application instructions and position description, please visit: https://hr.mycareer.ucla.edu/applicants/Central?quickFind=89805
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the complete University of California nondiscrimination and affirmative action policy, see: UC Nondiscrimination & Affirmative Action Policy, https://policy.ucop.edu/doc/4000376/DiscHarassAffirmAction
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