ITS Service Experience Owner – HigherEdJobs

Job Number: R0011537

We are one growing team with one powerful goal – and as a global leader in education, we
strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best
selves when they can be their true selves. That is why we’re committed to cultivating and preserving a culture of inclusion in which all our
employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with
yours.

Our Workforce Is Expanding Beyond New Hampshire!

We have remote work opportunities available in the following states:
Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland,
Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South
Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

The Opportunity

The Service Experience Owner reports to Senior Director Service Desk and works with partners to align services with our needs and to lead
continuous improvements while serving as a representative on behalf of SNHU’s IT Service Desk. The Service Experience Owner ensures that
students obtain quality service following established service level agreements (Service level agreement) while using the Service Desk. We
are looking for an understanding of service processes and ability to perform ongoing analysis of goals (KPI) such as incident management
data and customer satisfaction results. Knowledge of student-facing systems and ongoing collaboration with the university’s Student
Experience divisions is needed to understand trends and identify ways to improve the service experience. You will be 100% remote.
#LI-Remote

You will:

• You will engage with Student Experience partners to provide and enhance service solutions
  that align with the student experience roadmap and address important needs.
• You will promote service improvement processes in
  partnership with team members and Service Desk managers to meet identified goals and service level agreements.
• You will use reports
  and artifacts from multiple service delivery applications to track and escalate issues affecting operations and outcomes. Analyze trends to
  identify applicable opportunities for service improvement, diagnose service delivery problems, and initiate actions to maintain levels of
  service.
• You will maintain familiarity with student-facing systems to understand usage context, anticipate issues, and identify
  trends.
• You will document and analyze existing or proposed business processes to identify improvement opportunities and to ensure
  impacts to all departments are communicated and managed.
• You will ensure the productive use of the IT Service Desk by managing
  engagement through appropriate channels, confirming information gathering and hand-offs. Take remedial actions to ensure service desk
  optimization and achievement of service level agreements.
• You will help plan and implement the service desk roadmap work streams to
  achieve technical/people/process improvements (as assigned.)
• You will provide feedback, guidance, coaching, documentation and other
  help to partners and service desk personnel to facilitate student experience/service experience goals.
• Other responsibilities as
  assigned. Job responsibilities can change at any time, with or without notice.

We would like to see:

• Years
  of relevant or specific experience: Two to three years’ experience in a technical customer service role or service owner.
• Academic
  Degree(s) and/ areas of study: Bachelor’s degree
• Equivalent of experience in lieu of degree acceptable: ? Yes
• Familiarity
  with student-facing systems such as email, intranet (MySNHU), learning management system (Brightspace), Bookstore.
• Working knowledge
  of ITIL Change Management, Incident, Problem, and Request processes.
• Strong proficiency in contact center and service workflow
  systems and tools such as Five9, ServiceNow, LogMeIn.
• Proficiency with Microsoft tools such as Excel and PowerBI for service data
  analysis.
• Capability to work with members at all levels.
• Collaborate with and balance the needs of diverse team
  members.

Additional experience with:

• Experience with higher education systems and
  processes.
• Experience in a leadership position.
• Experience working in an Agile environment.
• Professional
  Certification(s) preferred: ITIL V2, V3 or V4 Foundations (or higher)

Thinking about the job, but not sure you should apply? We
still want to hear from you.

We recognize that not everyone enters the world of work with the same advantage, opportunity, and
privilege. This is why your skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking
for!

Are Benefits Important to You?

We offer exceptional benefits, many available starting on the first day of
employment:

Anthem BlueCross affordable, low-deductible Medical insurance available on day one

Low to
no-cost Dental, Vision and Life Insurance options

5 weeks of Paid Time Off that starts accruing on day one & Paid
Holidays

A Retirement Plan with a 9% Employer Funded annual contribution

Tuition Benefits with family
offerings

Who Are We?

SNHU employees are a team in every sense. Separately, we understand that each individual brings
unique experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and
accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our
vision. Together, we’ll shape the future of education by transforming lives-beginning with yours.

We are committed to equal
employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital
status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Remote work disclaimer

Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have
access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one
of the approved states as reflected above) that is free of distractions and dependencies.

Please note that a background check is
required for employment.