Oxford Service Manager (OSM) Administrator

Grade 7

IT Services has undertaken a major improvement to the way that we provide IT support to staff and students at the University of Oxford. Through the Service Desk Consolidation Project we introduced new support processes that are based on ITIL guidance, consistent across the department, and underpinned by a single IT service management system. The post holder reports to the Head of Service Desk and performs a number of key activities including second line support, business analysis and a small amount of first line support. The role also provides expert support to OSM users as well as resolving any previously unidentified issues with a focus on ensuring that maximum business benefit is derived from the Service Management tool, through improvements to reporting, self-service or automation.

Essential selection criteria

  • A degree or equivalent work related experience
  • Minimum of three years’ experience of implementing, testing and supporting packaged software in a complex and diverse organisation, preferably the University of Oxford
  • Minimum of two years’ experience working in either a first line support, second line support or a business analysis role
  • Demonstrated ability to identify the system configuration changes needed in response to a revised business process
  • Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels
  • Confident use of the Microsoft Office toolset, email and web browsers
  • Proven track record of successfully managing their own work
  •  Excellent analysis and problem-solving skills
  • The ability to prioritise workload against many competing demands

Desirable selection criteria

  • ITIL qualification would be beneficial, as well as experience of working in a service managed environment
  • PRINCE2 qualification would be beneficial, as well as experience of working in projects to a recognised methodology

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