IT Service Management Application Manager
Dartmouth College 27 reviews - Hanover, NH

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IT Service Management Application Manager

Dartmouth College is seeking an ITSM Application Manager who will provide IT leadership for a team of IT Service Management Application (ITSM) administrators supporting all functions across Computing Services. In addition to providing expert core competence in the service management processes across computing and the applications supporting these processes. The ITSM Application Manager will participate in and leads project work groups in the design, development, implementation and maintenance of information systems.

Key Accountabilities include but are not limited to:

ITSM Systems Support

Coordinates and supports service management processes and activities across Computing Services.

Identifies gaps between software functionality and process requirements and works across computing and with our partners to recommend and implement potential solutions.
Working with other team members including third party service providers configures, and tests ITSM application software.

Determines efficient data sources, processing requirements, output formats, timing issues, and cost factors associated with a new system or module implementation or upgrade.

Prepares detailed specifications from which programs will be written.

Works across all computing areas leveraging ITSM solution to ensure consistency in process, information usage and data quality.

Develop or assist in the development of training sessions for users or other computing services team members in the usage of the ITSM solution.

Designs, implements, and documents user/technical support procedures.

Provides ongoing maintenance support of existing systems.

Works across computing services support groups to help ensure effective of the ITSM system, including continuing improvements in system usage, problem resolution, and additional training.

Must maintain a current knowledge of technology trends and development tools/techniques which will include attending workshops, reading journals, and reviewing vendor documentation.


Provides technical assistance and management consulting in support of ongoing and new system needs.

Provides leadership in the deployment of standard methodologies, best practices, and technical standards.

Supports annual planning process partners and appropriate governing body. Process includes consideration of institutional priorities, staffing requirements, cost factors, and schedules.

Develops and manages project plans for approved projects.

Manages ITSM vendor relationship and all third party service providers in support of the ITSM application at Dartmouth.

Develops partner relationships with representatives of client organizations to improve the timeliness and utility of information processing and access. Proposes changes to processes, procedures, and policies where appropriate to achieve optimal use of the ITSM application.

Supervises the work of ITSM application administrators including quality control of enhancement efforts and new module and systems implementations.

Participates in and/or supervises the design, configuration, testing, and documentation of the ITSM application software.

Works closely with systems and infrastructure team administrators to plan installation, configuration, and testing of application software and supporting hardware.

Training /Communication

Engages in proactive efforts to further his/her professional development and knowledge of methods and technologies. Stays attuned to evolving trends involved in ITSM ecosystem, management and provides timely communication to relevant staff.

Works collaboratively in a team environment.

Coordinates application/system changes with Computing Services and customer constituencies to ensure minimal client disruption; communicates outages to the affected individuals in a timely and effective manner.

Collaborates with partners to document systems usage procedures and works with appropriate personnel to train team members in the proper use of new and existing systems.

Ensures that the developers are proficient in the use of the tools and techniques that are relevant to the Dartmouth application environment.

Keeps current with new or evolving information technology, standards, trends, and development methodologies.

Develops understanding of similarities and differences in diverse cultures through employee education programs. Communicates respectfully to a diverse community.

Skills and Knowledge

Ability to lead and do work on multiple projects simultaneously.

Ability to develop, lead and execute project plans for ITSM projects across Computing Services and the institution.

Advanced knowledge of software development, data design, and systems analysis techniques.

Ability to delegate and supervise IT professionals.

Familiarity with multiple programming languages, software tools and computing environments.

Analytical skills.

Interpersonal skills.

Leadership skills.

Planning and organizational skills.

Verbal and written communication skills.

Commitment to diversity and to serving the needs of a diverse population. Ability to manage multiple projects simultaneously.

Ability to delegate and supervise IT professionals.

Qualified Candidates will a bachelor’s degree in Computer Science, Management Information Systems or the equivalent combination of education and experience. This position requires at least six years of experience in the design, development and implementation of complex systems, four years’ experience with operation and information management requirements with multi-departmental information systems and two years in systems implementation and project management.

For information about this computing opportunity and to apply online, please visit our website at please refer to position #1011469.

Dartmouth College is an equal opportunity /affirmative action employer and has a strong commitment to diversity. Women, minorities, persons with disabilities, and veterans are encouraged to apply.

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