Associate Director of IT Contracts & ITSM Development

Associate Director of IT Contracts & ITSM Development.

• Manage technology contracts & software compliance, ensuring that IT services are enabled for client usage & distribution.
• Coordinate procurement & onboarding of new software for TU campuses in tri-state area.
• Ensure accuracy of software & services contract governance, adhering to budgetary requirements.
• Design workflow & integration between IT DataMart, ITSM platform & IAM to ensure compliance with TU & regulatory policies.
• Build & maintain integrations with 3^rd party systems like MS Entra, Okta, using REST APIs, Workato & ServiceNow.
• Create & maintain dashboards & reports ServiceNow Performance Analytics.
• Communicate with vendors & internal stakeholders to ensure compliance with TU policies, regulations & contractual terms.
• Work with other TU IT organizations to lead development & improvement of ServiceNow modules, including ITSM.
• Design & implement ServiceNow workflows to support end-to-end IT service delivery.
• Design & develop Service module in ITSM (Incident, Problem, Change, Service catalog) platform.
• Manage ServiceNow development & production environments.
• Maintain competency for continual service improvements & health reporting for ITSM modules.
• Work with ITSM vendors & operational teams to address ITSM-related issues.
• Manage IT vendor relationships for centralized services.
• Support users & staff in assessing impact of proposed changes within Ellucian Banner ERP system.
• Coordinate lifecycle of centrally-managed and high-risk software & service contracts university-wide.
• Collaborate with IT teams to identify automation opportunities using ServiceNow, Integration Hub & Workato.
• Service as delegate to weekly Change Advisory Board to evaluate proposed IT changes.

• Master’s in Information Systems, Computer Science, or related,  + 3 years experience.
• Must have IT administration experience using Okta identity management, Microsoft Entra, Workato, Banner ERP applications in higher ed setting.
• Experience required with SerivceNow development & administration, workflow automation, API integration techniques, IT procurement & IT security documentation.
• Must have Workato Automation One and Two and SerivceNow CSA certifications.