UW-Madison Division of Information Technology (DoIT) · 4 hours ago
Service Operations Coordinator
Madison, WI
Full-time
Hybrid
Entry, Mid Level
$80K/yr - $130K/yrThe University of Wisconsin-Madison Division of Information Technology (DoIT) is seeking a Service Operations Coordinator to provide IT support and services for departments at UW-Madison. This role involves maintaining high-quality service operations, fostering customer relationships, and performing data analysis to assess service effectiveness.
Information TechnologySoftwareTrainingWeb Development
No H1B
Responsibilities
Engaging and communicating with customers on a regular basis
Maintaining customer MOUs
Coordinating the delivery of customer quarterly reporting
Developing and maintaining service metrics
Maintaining service level agreements (SLAs)
Change Management and Help Desk service coordination
Maintaining service documentation
Creating, maintaining and improving intake and service delivery processes
Evaluating customer requests based on existing roadmap and strategic planning efforts
Writing and executing communication plans
Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects
Assists in the development of strategic planning initiatives and unit objectives for information technology services
Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns
Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives
Qualification
Required
Demonstrated experience with monitoring and reporting of day-to-day operational activities for one or more defined services
Demonstrated ability to manage routine and frequent communications with customers and internal teams
Experience using data tools to gather metrics and contribute to routine operational reports that effectively measure service value
Experience organizing projects and leading teams through implementation
Demonstrated expertise in designing, implementing, and presenting service metrics and customer reporting that effectively measures service value (required qualification for level II)
Demonstrated experience monitoring service level agreements (SLAs) and writing Memorandums of Understanding (MOUs) (required for qualification for level II)
Preferred
Working knowledge of IT service management concepts (e.g., ITIL framework)
Relevant professional certification (e.g., ITIL Foundation or PMP/project management)
Expertise in utilizing data analysis tools (e.g., Power BI, Tableau)
Demonstrated experience using methodologies such as kanban, agile or sprint
Benefits
Generous vacation, holidays, and sick leave
Competitive insurances and savings accounts
Retirement benefits
Company
UW-Madison Division of Information Technology (DoIT)
UW–Madison’s Division of Information Technology (DoIT) is the principal locus of the university’s IT operations, providing IT services and support to the university's faculty, staff and students.
Founded in 1994
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jenny (Pockat) Kvistad
Chief Advisor, Deputy CIO Office
Vasu Janjrukia
CSOC Student Analysit
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