at Follett Higher Education Group Inc in Westchester, Illinois, United States
Job Description
Westchester
Information Technology
Full-time
#LI-DNI
#LI-DNP
Position Overview
The FHE Infrastructure Senior Manager owns the end-to-end technology experience for all ITSM and ITIL products and processes as well as providing oversight and governance to the support teams using said processes and tools.
This is primarily focused on all IT teams that use ServiceNow (Incident, Problem, Change, Service Request, etc.) and any of the interacting systems, but could incorporate other tools in the future. They would also ensure relationships are maintained with 3rd party vendors and all key stakeholders. 3rd part vendors could be Managed Service Providers (TCS or GOCO) or key manufacturers for integration and automation opportunities (e.g., Microsoft, CISCO/Meraki, etc.).
As well as ensuring the smooth running of the assigned platform and product suite and the teams day to day activities, the incumbent should also provide input and directives for the development and business strategies associated with their responsibility, ensuring the IT roadmap for stability and growth is created and maintained.
The Infrastructure Senior Manager works closely with key leaders in all business sectors, including Retail Operations and Transitions teams, as well as other impacted IT areas, to ensure the processes are maintained and developed to meet the business and customer needs.
Ensures all practices are within the approved policies and aligned with all recommended IT security, compliance, and governance guidelines.
Responsibilities
Owns the end-to-end customer experience for all ITSM processes and tools, leveraging the existing portals and tools to further enhance the availability and stability of the infrastructure.
Ensures that all processes meet requirements and are fit for purpose and compliant with all necessary security standards.
Ensure that the teams meet their necessary goals for continuous improvements and automation opportunities.
Streamline daily/weekly/monthly reporting as needed, based on operational requirements and leadership needs. Utilize the reporting data to build roadmaps to prevent future issues or capacity concerns.
Other projects/tasks as assigned.
Bachelor's degree in a related field or equivalent experience.
5-7 years of experience with Purchasing, Sourcing and Selection of High Value Items. Knowledge of PCI compliance and the PCI industry is highly desirable.
Retail Experience, Logistics Experience, PCI Compliance Experience.
Careful about detail and thorough in completing work tasks while maintaining a productive pace.
Ability to use critical thinking when making decisions or solving problems.
Ability to adapt quickly to change and easily consider new approaches.
Show initiative by identifying opportunities and issues, and proactively act and follow through on work activities.
Ability to develop and maintain effective working relationships with others.
Strong attention to detail.
Strong written and verbal communication skills.
Strong planning and organization skills.
Non-Standard Hours - as necessary, including nights and weekends.
Equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
