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ITSM Solutions Implementation Engineer Student Computing

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Fordham University

Job Description

ITSM Solutions Implementation Engineer 
Student Computing, Rose Hill 
Fordham University 
 

Fordham University has an excellent reputation as a dynamic institution located in New York City.  Founded in 1841, Fordham enrolls more than 16,000 undergraduate and graduate students in its 9 Colleges and Schools. 

 

  • Fordham University offers a comprehensive and competitive benefits package to its employees, which includes medical, dental, vision, life, and disability insurance.
  • We offer tuition remission for employees and their dependents 
  • A generous employer match towards a 403(b) retirement plan.
  • As a tax-exempt organization under section 501(c)(3) of the Internal Revenue Code (IRC), Fordham is considered a qualifying employer for the Public Service Loan Forgiveness (PSLF) program, a federal program designed to forgive student loan debt for employees of certain public and certain nonprofit employers.
  • As part of its work-life balance program, the University provides generous PTO including 15 vacation days, 12 sick days, 2 personal days, 6 summer Fridays, and holidays that include paid time off between Christmas and New year.  
  • University employees have access to the Employee Assistance Program (EAP). EAP provides no-cost, professional, and confidential services, to help employees and family members address a variety of personal, family, life, and work-related issues.

 

Hybrid Policy:       

Please review the Hybrid Policy here.

https://www.fordham.edu/human-resources/policies-guides-and-agreements/hybridremote-work-policy-for-administrators/

 

Position Summary 
Reporting to the Executive Director of IT Client Services, the IT Service 
Management (ITSM) Solutions Implementation Engineer is responsible for 
designing and implementing comprehensive solutions on the ITSM platform.  
 
This position collaborates with stakeholders to understand business 
requirements, customizes and configures the platform, develops applications, 
manages integrations, provides technical leadership, and ensures the platform is 
compliant and adheres to security standards. 
 
Additionally, this position is responsible for continuously improving the ITSM 
environment, providing training and support, and contributing to documentation 
and governance policies.  
 
This position may require evening, weekend, and holiday hours.
 
Essential Functions 
∙Establishes and enforces governance policies and best practices for ITSM 
development and configuration; 
∙Develops comprehensive ITSM architecture and design solutions that 
align with business objectives and IT strategies; 
∙Contributes to the development of ITSM roadmaps, aligning platform 
capabilities with long-term business goals; 
∙Assesses and plans for platform capacity requirements to accommodate 
growth and evolving business demands. 
∙Provides technical leadership and guidance to development teams, 
ensuring best practices and adherence to ITSM standards; 
∙Facilitates training and knowledge-sharing sessions with development 
teams and stakeholders to foster a deeper understanding of ITSM 
capabilities; 
∙Creates and maintains technical documentation, including architecture 
diagrams, design specifications, and configuration details. 
∙Drives continuous improvement initiatives, exploring and implementing 
new features and functionalities to enhance the ITSM environment; 
∙Implements and maintains security measures to protect ITSM instances 
and ensure compliance with industry standards and regulations; conducts 
risk assessments related to ITSM configurations 
∙Engages with stakeholders to understand business needs and transform 
them into effective solutions within the IT Service Management (ITSM) 
platform 
 
Essential Functions Note 
This list is not intended to be an exhaustive list. 
The University may assign additional related duties as necessary. 
 
Management Responsibilities 
Guides work of other employees who perform essentially the same work and/or 
student workers. Organizes, sets priorities, schedules and reviews work, but is 
generally not responsible for final decisions in hiring, performance management 
or compensation. 
 
Required Qualifications: Education and Experience 
∙Bachelors degree in computer science, information systems, business 
administration or in lieu of degree, minimum of 5 years relevant experience 
∙Minimum of 3 years experience in IT service management (ITSM)
solutions implementation, configuration, and customization 
 
Required Qualifications: Knowledge and Skills 
∙Proficient in ITSM tools and platforms, like ServiceNow 
∙Expertise in ITSM processes, including incident management, change 
management, problem management, and service level management 
∙Proficient in UI, workflow, and application development, overseeing the 
rollout of new applications, enhancements, and modules. 
∙Skilled in various technical tools and applications, including JavaScript, 
Glide Script/APIs, AJAX (Bootstrap, jQuery, etc.), Flow Designer, UI 
Macros, and UI Actions 
∙Proficient in ITSM implementation projects, covering all phases from 
requirements gathering, through solution design, deployment, and post 
implementation support; 
∙Demonstrated expertise in project management 
∙Strong analytical and problem-solving skills, with the ability to troubleshoot 
technical issues and propose effective solutions 
∙Exceptional communication and interpersonal abilities 
∙Proficiency in ITSM system administration tasks, including user 
management, workflow configuration, and system customization 
∙Proficiency in software development methodologies like Agile, coupled 
with hands-on experience in software testing and quality assurance 
processes, encompassing test planning, execution, and defect 
management 
∙Strong documentation skills, including ability to create clear and 
comprehensive technical documentation and user guides 
∙Strong understanding of Information Technology Infrastructure Library 
(ITIL) principles and best practices 
∙Working knowledge Google Suite, MS Office Suite (Windows, Excel, 
Word, PowerPoint, Project, Visio), TeamDynamix 
∙Successful candidates should have a knowledge of and commitment to 
the goals of Jesuit Education. 
 
Preferred Qualifications 
∙Demonstrated understanding of the technical, business, and cultural 
environment of higher education 
∙Experience with ITSM solution integration and data migration between 
ITSM and other IT systems 
∙Experience with ITIL process automation and workflow optimization using 
ITSM tools 
∙Experience with ITSM reporting and analytics, including creating 
dashboards and custom reports 
∙Knowledge of emerging trends and technologies in ITSM, such as artificial 
intelligence, machine learning and chatbots 
∙Experience with IT service catalog management and service portfolio
management within an ITSM framework 
∙ITIL certification, such as ITIL Foundation or ITIL Practitioner, 
demonstrating advanced knowledge of ITSM principles and methodologies 
 
Minimum Starting Salary: $88,000 
 
Maximum Starting Salary: $110,000 
 
Note: Salary is commensurate with qualifications, experience, and skills. 
 
START DATE: ASAP 
 
APPLY HERE: https://careers.fordham.edu/postings/8204 
 
Fordham University is committed to excellence through diversity and 
welcomes candidates of all backgrounds. 
 
Fordham is an Equal Opportunity Employer – Veterans/Disabled and other 
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