Service Desk Lead

In support of the UCSB Mission and UC Statement of Ethical Values, Business & Financial Services is an integral campus and community partner, providing sustainable value-added services and solutions to ensure responsible compliance and stewardship., Under the general direction of the Associate Controller, the Help Desk Lead provides operational leadership and day-to-day support for the Business and Financial Services (BFS) and Finance and Resource Management (FARM) service delivery model. The position serves as the primary coordinator for ServiceNow ticket intake, triage, customer support, knowledge management, and service improvement initiatives. The Service Desk Lead is responsible for ensuring timely, accurate, and customer-focused responses to service requests while supporting the development of consistent business processes, service standards, and self-service resources. Working closely with BFS and FARM subject matter experts, the position coordinates ticket assignments, monitors service levels, develops knowledge base content, and identifies opportunities to improve operational efficiency and the customer experience. The position serves as a key resource for the implementation and ongoing enhancement of the BFS ServiceNow portal, helping establish a unified service delivery model across BFS and FARM. The Service Desk Lead develops templates, standard responses, knowledge articles, training materials, and reporting tools that improve service quality, increase self-service adoption, and reduce resolution times., * This position is a career appointment, ending after 18 months of employment.

• Candidates must be legally authorized to work in the United States without the need for employee sponsorship.
• Satisfactory criminal history background check
• UCSB is a Tobacco-Free environment

Misconduct Disclosure Requirement:

As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.

"Misconduct" means any violation of the policies governing employee conduct at the applicant's previous place of employment, including, but not limited to, violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy UC Anti-Discrimination Policy Abusive Conduct in the Workplace

Job Functions and Percentages of Time:

• 40% ServiceNow Administration and Ticket Management - Provides day-to-day administration and coordination of ServiceNow requests and workflows supporting BFS and FARM services. Key Functions: -Monitor and triage incoming ServiceNow requests, incidents, and inquiries. -Assign tickets to appropriate functional teams and monitor progress through resolution. -Ensure service requests are routed, prioritized, and resolved in accordance with established service standards. -Serve as the primary point of contact for ticket escalations and customer follow-up. -Monitor ticket queues, aging reports, and service metrics to identify trends and improvement opportunities. -Support implementation and enhancement of ServiceNow forms, workflows, catalogs, and reporting tools. -Coordinate testing and validation activities related to ServiceNow improvements and enhancements.
• 25% Customer Support and Service Excellence - Promotes a positive customer experience by providing responsive support, clear communication, and consistent service delivery practices. Key Functions: -Respond to customer inquiries and provide guidance regarding BFS and FARM services. -Develop and maintain standard communication templates and customer response tools. -Ensure customers receive timely updates regarding service requests and issue resolution. -Identify recurring customer concerns and recommend solutions to improve service delivery. -Collaborate with functional teams to establish service standards and customer support expectations. -Support customer outreach, awareness campaigns, and service-related communications.
• 20% Knowledge Management and Process Documentation - Develops and maintains knowledge resources that improve service consistency, employee productivity, and self-service capabilities. Key Functions: -Develop, maintain, and publish knowledge base articles, FAQs, procedures, and training materials. -Partner with subject matter experts to document business processes and service procedures. -Establish standards for knowledge article creation, review, and maintenance. -Identify opportunities to expand self-service capabilities and reduce ticket volume. -Monitor knowledge article usage and recommend improvements based on customer feedback and analytics. -Support onboarding and training efforts related to BFS and FARM services.
• 15% Reporting, Process Improvement, and Operational Support - Supports operational effectiveness through reporting, analysis, and continuous improvement initiatives. Key Functions: -Develop and maintain service delivery dashboards and operational reports. -Analyze ticket data, service trends, and customer feedback to identify opportunities for improvement. -Recommend process improvements that enhance efficiency and customer satisfaction. -Support implementation of new services, workflows, and operational initiatives. -Participate in special projects related to service delivery, customer experience, and business process improvement. -Provide recommendations to leadership regarding service performance, resource needs, and operational priorities.

UC Vaccination Programs Policy:

As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs. As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals* must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.

• Bachelor's degree in related area and / or equivalent experience / training.
• 1-3 years Demonstrated experience in ticket management, triage, and workflow administration within the ServiceNow platform.
• 1-3 years Strong background in customer support, with a proven ability to manage escalations and maintain high service standards.
• 1-3 years Proven experience creating, maintaining, and publishing knowledge base articles, user guides, and standard operating procedures.
• 1-3 years Ability to analyze ticket data, service metrics, and aging reports to generate operational dashboards and identify trends.
• 1-3 years Demonstrated track record of identifying operational inefficiencies and recommending process improvements to enhance the customer experience.
• 1-3 years Strong collaborative skills to work effectively with subject matter experts and cross-functional teams to coordinate ticket resolutions.

Preferred Qualifications:

• 1-3 years Previous experience providing service desk or operational support within a business, financial, or resource management environment.
• 1-3 years Specialized training or certification in ServiceNow administration, portal implementation, or workflow configuration.

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