UNM Information Technologies (IT) is looking for a Core IT Support Specialist with expertise in IT Service Management (ITSM) Systems, large complex system implementations, Project Management, and Application Web Development. This position will provide technical leadership in the implementation and support of key enterprise services for the IT department. The immediate focus of this position is to lead the ITSM System implementation effort.

In addition to the system implementation, this effort will also include the development of a post-implementation service model which this position will play a key role in supporting. Once the implementation is complete, this position's focus is expected to shift to leading other key system implementations and other application development for the department.

As the ideal candidate for this position, you will play a pivotal role in transforming the IT service management landscape with the implementation of the new ITSM system. Specifically, you will lead technical efforts for a dynamic team of technical professionals, and functional experts, and collaborate closely with stakeholders and the vendor to ensure the successful deployment of ServiceNow, tailored to meet the department's needs.

Your expertise in service development, implementation, architecture, configuration, and customization will drive innovation and efficiency within the organization using ServiceNow and other services.

Roles & Responsibilities:

• Lead the end-to-end implementation of UNM's ITSM System, including requirement gathering, solution design, development, testing, and deployment.
• Collaborate with stakeholders to analyze business processes and identify opportunities for automation and optimization.
• Design and configure modules such as Incident Management, Change Management, Service Catalog, and CMDB to align with organizational objectives.
• Develop custom applications, integrations, and workflows to address specific business requirements.
• Provide technical guidance and mentorship to team members, ensuring adherence to best practices and standards throughout the implementation lifecycle.
• Work closely with the vendor, and internal teams to resolve technical issues, troubleshoot system defects, and optimize performance.
• Conduct training sessions and create documentation to facilitate knowledge transfer and ensure effective utilization of UNM Enterprise Applications by end users.
• Stay updated on emerging trends and advancements in IT service management, leveraging new technologies and methodologies to enhance the capabilities of UNM's ITSM System.
• Lead design, development, implementation, and support of other key enterprise services/applications.

See the Position Description for additional information.

• Must pass a pre-employment criminal background check.
• May be required to pass post-offer, pre-employment physical examination and medical history check.

Bachelor's degree; at least 4 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis.

As demonstrated by supporting documentation (cover letter, resume, portfolio, etc.)

• 5+ years of experience in IT service management, with a focus on implementing and customizing ServiceNow solutions.
• Proven track record of leading successful ServiceNow implementations from inception to completion, preferably within a large-scale organization or educational institution.
• Experience with ITIL framework and IT service management processes (e.g., Incident Management, Change Management, Problem Management).
• ServiceNow certifications such as Certified Implementation Specialist (CIS), Certified System Administrator (CSA), or Certified Application Developer (CAD) are highly desirable.
• Strong understanding of application architecture, configuration, scripting (JavaScript), and integrations (Boomi, REST, SOAP, MID Server).
• Knowledge and experience with application development (HTML, CSS, JavaScript, PHP) and database design (SQL Server, Oracle SQL).
• Experience with DevSecOps including its principles, code versioning, continuous integration, and continuous deployment/delivery.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders and translate business requirements into technical solutions.
• Demonstrated leadership abilities, including team management, project planning, and resource allocation.

Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.