The U.S. Pharmacopeial Convention (USP) Manager, End User Computing in Rockville, Maryland
Summary of the Position
The End User Computing Manager (EUCM) will support mainly COTTs applications in the production environment including SaaS and on-premises applications. The EUCM will be working with several application engineers, as well as business partners collaborating on various production issues, utilizing complex problem-solving and leadership skills to taking lead on system issues as they arise and have the ability to direct team members and peer teams to collaborate effectively and consistently.
The EUCM will manage the ServiceNow platform and using their ITIL operations process knowledge, will continue to build the ITIL capabilities within ServiceNow, to include all ITSM functions with a combination of in house and outsource development expertise. As part of the end user support, other functional requirements will include building application lifecycle management, regular monthly and ad hoc end user patching.
Additionally, the EUCM will work with the outsourced help desk service delivery manager (SDM) to oversee the level 1 and desk side support resources. The EUCM will work with this SDM to ensure continuous service improvement of all services provided by and passed through the helpdesk and ServiceNow.
This is a hands-on supervisory position reporting to the IT Operations Director.
Roles and Responsibilities
Directly manage a team of 3 – 5 full time resources
Work regularly with the helpdesk service delivery manager on ticket escalations and ticket resolution
Manage and prioritize team’s work.
Coordinate with other IT teams as needed for technical projects and end user support needs.
Ensure that strong SLAs are established and accordingly upheld; ensure escalated issues are handled appropriately and in a timely manner.
Work with various parties to implement and manage operations activities such as hardware and software asset management, patch management, software distribution.
Participate as needed in facilitating major incidents/problem management as needed with the help of the IT Operations Director
Coordinate with business partners, application development teams, and other IT operations groups as necessary to ensure new IT solutions can be supported effectively.
Drive successful results and make critical decisions with limited information; have the capacity to adjust quickly in a fast-paced, rapidly changing work environment managing multiple priorities across different business units.
Develop process, procedures and troubleshooting instructions for end user support as well as for internal operations groups.
Effectively support applications (SaaS and on premise)
Identify areas in both end user operations and the application support for optimization and automation.
Provide hands on experience solving problems and provide input on solutions around Microsoft 365 products.
Bachelor’s degree in Computer Science, Computer Engineering or related technical field from an accredited college/university or equivalent work experience
Five years experience in managing ITIL processes specially IT Service Management (ITSM) for an organization with progressive experience in building processes and continuous improvement.
Two years managing or supervising staff or small teams
Eight years of professional IT work experience in infrastructure and operations.
Skills Sought and Preferred Qualifications
Technical hands-on experience with Microsoft 365 (office 365, Intune, Azure AD) Experience with Hybrid Azure AD environment is a plus.
Demonstrated project execution skills and experience working directly with IT and business users.
Deep functional and technical knowledge of ServiceNow
Critical thinking and analysis skills
Strong process development skills
Strong leadership skills in driving engagement, adoption and change for processes and technology.
Well-versed with working with outsourced service desk and application support teams to leverage and develop processes to continuously identify opportunities to drive processes to L1 and L2 support
Uses and applies service management and ITIL principles to manage and provide solutions.
Ability to manage and coordinate day-to-day service management operations and work closely with various stakeholders to ensure issues are addressed in timely fashion & in accordance with user expectations.
Ability to provide clear requirements for service now development with understanding of how to apply process efficiencies to workflows.
Ability to manage multiple efforts concurrently.
Strong verbal and written communication skills; will be deeply involved in numerous discussions with business partners, vendors, and varied organization leaders.
- This role will manage 3 to 5 staff members consisting of engineering and development staff.
The following COVID-19 provisions will apply to selected candidate(s) hired:
As a condition of employment with United States Pharmacopeial Convention’s (USP) duty to provide and maintain a workplace that is free of known hazards, all employees and contingent staff hired after July 1st, 2021 are required to be fully vaccinated unless a reasonable accommodation is approved. Your recruiter will advise accordingly.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Job Category Information Technology
Job Type Full-Time