Title and Standard Job Description Library

• Job Summary: The job summary is a brief statement explaining the primary functions of the job, including its main purpose and overall goal.
  Responsible for managing the deployment and adoption of IT Service Management (ITSM) principles. Ensures consistency with the Information Technology Infrastructure Library (ITIL) best practices framework and its related processes: Incident Management, Problem Management, Change Management, Configuration Management, Business Continuity and Knowledge Management. Provides guidance to lower-level staff and serves as a subject matter expert to leadership.
• Job Responsibilities: Job responsibilities are the core job duties that people in this job usually perform.
  • Manages the development, integration, delivery of, and adherence to, ITSM/ITIL processes that ensure enterprise-class IT service delivery. Manages the training and education of the IT organization on the process methodology and expectations and the continuous maintenance and improvement of Service Catalog, Service Portfolio and Configuration Management Database (CMDB)
  • Guides and directs the analysis, development, planning, and strategy necessary to resolve service and process service delivery problems
  • Creates and maintains high levels of communication with service owners and other stakeholders to improve customer satisfaction and improve or redesign services
  • Identifies and leads the execution of continual improvement initiatives relative to ITSM processes and enterprise service delivery
  • Responsible for leading resilience, business continuity and disaster recovery program activities. Works with divisions and departments, technology leaders, application owners, and information technology teams across the institution as needed.
  • Serves as a subject matter expert to institutional and unit leadership on ITSM-related issues
  • Trains, serves as a resource, and provides guidance to junior staff
• Education: Education describes the minimum level of education that people in this job usually have. Education that is a preferred minimum is recommended for this job but not required. Relevant work experience can satisfy preferred minimum education. A hiring manager may include additional education requirements when recruiting for a position.
  Bachelor's Degree Preferred Minimum
• FLSA Status: Federal regulations determine Fair Labor Standards Act (FLSA) status. Employees who are non-exempt receive overtime pay when they work more than 40 hours in a week. Employees who are exempt do not receive overtime pay when they work more than 40 hours in a week.
  Exempt
• Institution Job: A job that has primary responsibilities that impact the majority or the entirety of the institution, or has significantly larger scope than the school/college/division in which it resides, and typically contains “(Inst)” in the job title or mentions “institution” or “enterprise” in a standard job description.
  Yes
• Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees: The supervisor directly oversees the equivalent of at least 2.0 FTE employees or indirectly oversees one or more supervisors. The supervisor has the authority to hire, transfer, suspend, promote, manage conduct and performance, discharge, assign, reward, and discipline employees. The supervisor typically reviews the work of employees and may approve employee timesheets.
  No
• Employee Category: Each employee category is unique in type of work performed, job security, benefits package, and/or ability to organize unions. Assignment to an employee category is based upon job title. Refer to the UW–Madison Employment Categories policy for more information.
  Academic Staff
• Scaled Job: Jobs with the same title may have a different scope of work based on the school, college, or division where the work is performed. Scaling recognizes these differences based on the scope, impact, and complexity of the work performed. A scaled job title has multiple salary grades to align with market data. Learn more about job scaling.
  No
• Salary Range (Annual): Jobs in the same salary grade have similar pay in the market. Each salary grade has a salary range that includes a minimum and a maximum. A job is paid between the minimum and maximum of its salary grade. Learn more about UW's salary structure.
  27: $95,824-178,232
• Job Code: A job code identifies jobs in the university’s human resources system.
  IT210: ITSM Process Manager II (Inst)

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

• Knowledges: Understanding of concepts.
  Learn more about knowledges and skills.
  • Administration and Management
  • Computers and Electronics
  • Customer and Personal Service
  • Economics and Accounting
  • Engineering and Technology
• Skills: Capabilities and proficiencies developed through training and experience. Learn more about knowledges and skills.
  • Active Listening
  • Coordination
  • Critical Thinking
  • Reading Comprehension
  • Time Management