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The purpose of this class is to provide administrative and technical support through the design, development, implementation and maintenance of Enterprise Service Management systems and processes college-wide.

Bachelor's degree in Information Technology, business administration, or a related field with 3 years of experience in IT Service Management, enterprise service management, or related role. Experience managing service management platforms, such as TeamDynamix or ServiceNow preferred. ITIL certification and/or Project management certifications preferred.

1. Initiate, design, develop, and maintain Enterprise Service Management tool and processes.
2. Facilitate collaboration between departments to ensure seamless integration and use of enterprise service management, promoting unified service management practices.
3. Tailor service management tool to meet specific needs of various departments, ensuring optimal performance and efficiency.
4. Continuously monitor the system to identify and resolve issues promptly, minimizing downtime and ensuring reliable service delivery.
5. Provide on-going training and support to staff, ensuring all users are proficient and confident in the system.
6. Analyze system data to generate reports and insights that can inform decision-making and improve service management processes.
7. Establish and maintain policies and procedures related to the use of the system, ensuring compliance and best practices.
8. Align system capabilities with long-term goals, driving innovation and supporting college initiatives.

About Community College of Baltimore County

CCBC is the college of choice for over 70,000 students and 200 businesses each year — all with unique goals, strengths and requirements. By offering a holistic learning environment that is both accepting and challenging, we meet students where they are and take them where they want to go. CCBC is committed to ensuring equal opportunity and nondiscrimination in all hiring and employment practices. We are committed to equal treatment for all applicants and employees and will not discriminate based on race, color, religion, gender, age, national origin, ancestry, veteran status, disability, sexual orientation or any other basis protected by law. CCBC’s benefits include medical, dental, vision, disability insurance, ample paid time off, choice of one of two Maryland State Retirement Plans (contributory and noncontributory), and much more.

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