Senior IT Service Management Specialist

The Senior IT Service Management (ITSM) Specialist prepares IT services for future AI-enabled capabilities by ensuring high-quality documentation, structured service data, and well-defined service processes that can support automation, knowledge retrieval, and intelligent service experiences.

This role also plays a critical foundational role in advancing the maturity, consistency, and strategic value of IT services across the university. This role is responsible for developing and optimizing ITSM practices, including knowledge management, service level management, service metrics, and continuous improvement initiatives.

Working collaboratively across IT teams and campus stakeholders, this role ensures that IT services are measurable, reliable, transparent, and aligned with the university’s mission and strategic priorities., Knowledge Management & AI Readiness

• Assess, revise, further develop and oversee a comprehensive knowledge management strategy.
• Establish standards for knowledge content creation, maintenance, metadata, and lifecycle management.
• Promote Knowledge-Centered Service (KCS) principles.
• Ensure knowledge resources support self-service, reduce ticket volume, and improve resolution time.
• Track knowledge usage and effectiveness metrics.
• Structure documentation and service data to support future AI use cases such as intelligent search, virtual agents, ticket summarization, workflow automation, and predictive service insights.
• Partner with IT leadership to identify opportunities where well-governed service data can enable AI-driven efficiency and enhanced customer experience.

ITSM Practice Advancement

• Participate in the development and maturation of ITSM processes (incident, request, problem, change, knowledge, and service level management).
• Establish standards and governance for consistent IT service delivery across teams.
• Assess current practices and customer/user experience to identify gaps in current service management practices and implement improvements.
• Serve as a champion for ITIL-aligned and best-practice service management frameworks.
• Support service owners in defining service catalogs and service documentation
• Establish a culture of continual service improvement (CSI).

Service Level Management (SLAs & OLAs)

• Partner with IT service owners to define, document, and implement Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Ensure SLAs are meaningful, measurable, and aligned with business needs.
• Establish regular review and reporting mechanisms.
• Facilitate conversations with campus stakeholders regarding service expectations and performance.

Metrics, Reporting & Service Insights

• Define meaningful IT service metrics that communicate value to technical and non-technical audiences.
• Develop dashboards and reporting frameworks (e.g., service performance, customer satisfaction, resolution times, knowledge effectiveness).
• Translate operational data into insights aligned with university strategic priorities.
• Identify trends and recommend improvement actions.
• Ensure service data is structured and governed in ways that support future analytics and AI initiatives.
• Promote data-informed decision making.

• Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience)
• 5 years of experience in IT service management or IT operations, * Prior experience in higher education IT environment
• Demonstrated experience advancing ITSM maturity
• Experience defining SLAs, KPIs, and service metrics
• Experience managing or improving knowledge management practices
• Strong analytical and communication skills
• Ability to translate technical performance data into executive-ready insights

The University of St. Thomas offers a competitive and comprehensive benefits program, which includes:

• Tuition Remission for employees, spouses, and dependents

• Generous Retirement Contributions to support your future

• Comprehensive Health Coverage including medical, dental, and vision

• Fully Paid Insurance

disability, life, and AD&D

• Paid Parental Leave to support growing families

Salary Range: $71,000 to $80,000

In light of its commitment to create and maintain a safe learning and working environment, employment with the University of St. Thomas requires consent and successful completion of a background screening.