IT Service Management Specialist (CEMI)

Working Title: IT Service Management Specialist (CEMI) Remote 2 Year Term

No Visa Sponsorship is available for this position.

This is a 2 year term appointment which may be ended or extended based on organizational needs funding availability and performance.

About Information Technology at Cornell

Information Technology (IT) is a strategic enabler for many functions at Cornell University with staff located across colleges administrative units and campuses throughout the institution. While comprised of many organizations IT operates as one partnering closely with faculty staff and students to support teaching research and business operations. By being embedded where the Cornell community is IT is well positioned to provide support ranging from daytoday needs to large complex initiatives that advance major academic research and operational objectives across the university. Check out this link to find out more about .

TheCornell Experience Modernization Initiative (CEMI) is a multi-year program designed to improve the experience of students faculty staff alumni donors patients and partners by unifying and enhancing administrative systems and processes across all Cornell University locations. Its name CEMI is said as See Me because the focus is on you: the people who use Cornells systems and data to accomplish your goals.

What will you do:

The Service Management Specialist (CEMI) is responsible for service management daily operations and coordination of service management processes across the organization and with our campus partners. The specialist assists with the design and implementation of processes related to the service portfolio and service catalog for core IT services provided to the Ithaca-supported campuses and oversees execution of these processes as well as the processes for technical change problem incident service level management and others within the Service Management Program.

In this role the specialist leads the technical change management process partners with service owners managers and campus stakeholders to maintain accurate service information and service dependencies monitors service performance and customer feedback supports operational readiness through effective service documentation coordinates problem investigations and root cause analysis efforts and drives continual service improvement initiatives that enhance service quality and the customer experience.

This is a 2-year term appointment which may be ended or extended based on organizational needs funding availability and performance.

While position responsibilities vary every member of our community is expected to foster a culture of belonging and a healthy work environment by communicating across differences; being cooperative collaborative open and welcoming; showing respect compassion and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others.

Required Qualifications:

• Bachelors degree and 3 to 5 years of relevant experience or an equivalent combination of education and experience; minimum 3 years of experience supporting IT service management practices
• Demonstrated knowledge of IT service management concepts best practices and processes including change incident problem request and service level management
• Demonstrated ability to develop document improve and streamline operational processes and procedures
• Ability to perform root cause analysis of complex technical and service-related issues across a diverse technology environment and identify opportunities for improvement
• Proven ability to plan coordinate facilitate and lead meetings involving technical and non-technical staff leadership and stakeholders
• Strong documentation and organizational skills including the ability to create and maintain support procedures service documentation process documentation and technical knowledge resources
• Excellent written and verbal communication skills with the ability to effectively engage and influence stakeholders at all levels of the organization and across the university
• Strong attention to detail with the ability to accurately document processes issues resolutions and continuous improvement opportunities
• Self-motivated and able to quickly develop a deep understanding of a broad portfolio of enterprise IT services applications and technologies
• Proven relationship-building and collaboration skills with strong analytical thinking problem-solving decision-making and sound judgment
• Ability to cultivate and develop inclusive working relationships with students faculty staff and community members

Preferred Qualifications:

• Proficiency supporting and working with both Windows and macOS operating systems
• ITIL Foundation certification preferred
• Experience with data visualization and reporting tools such as Microsoft Power BI or Tableau
• Experience with IT service management and ticketing platforms such as TeamDynamix or ServiceNow
• Proficiency with Microsoft applications including Excel PowerPoint Word Teams and SharePoint

Application Information:

• A resume is required for further consideration for this position. A cover letter expressing alignment with Cornells mission and this role is strongly encouraged. When applying through our system please remember to attach your application materials (Cover Letter and Resume) in PDF format.
• No Visa Sponsorship of any kind is available for this position.
• No Relocation assistance will be provided for this position.

Rewards and Benefits

• This position is based in Ithaca New York however the successful applicant may perform this role remotely anywhere within the United States. Employees who work remotely may receive multiple W-2 Forms depending on their work location. The New York Convenience of employer guidelines require New York State individual tax reporting and withholding for this position. Additional individual state income tax filings may also be required if working temporarily outside of New York State. The university reserves the right to modify suspend or terminate the remote or hybrid work arrangement at any time.
• Cornell receives national recognition as an award-winning workplace for our health wellbeing and sustainability. Our benefits programs include comprehensive health care options generous retirement contributions access to wellness programs and employee discounts with local and national retail brands. We invite you to follow this link to get more information about our benefits: Understand Your Benefits Working at Cornell.
• Our leave provisions include health and personal leave three weeks of vacation and 13 holidays: Martin Luther King Jr. Day Memorial Day Juneteenth Independence Day Labor Day Thanksgiving and the day after and an end of the year winter break from December 25-January 1. To offer greater flexibility for observing faiths and traditions we also offer two additional floating holidays. Learn more about our generous leave provisions: Holiday and Accrued Time Off Working at Cornell
• Cornells impressive educational benefits include tuition-free Extramural Study and Employee Degree Program tuition aid for external education and Cornell Childrens Tuition Assistance Program. Learn more about our extensive educational benefits: Education Benefits Working at Cornell
• Follow this link to learn more about the Total Rewards of Working at Cornell: Total Rewards Working at Cornell.

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Non-Union Positions

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:

• Prior relevant work or industry experience

• Education level to the extent education is relevant to the position

• Unique applicable skills

• Academic Discipline

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Cornellwelcomes students faculty and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities to further the founding principle of ... any person ... any study. No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving but not limited to such factors as race ethnic or national origin citizenship and immigration status color sex pregnancy or pregnancy-related conditions age creed religion actual or perceived disability (including persons associated with such a person) arrest and/or conviction record military or veteran status sexual orientation gender expression and/or identity an individuals genetic information domestic violence victim status familial status marital status or any other characteristic protected by applicable federal state or local law.

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