Our Ability Jobs

Employer Name: The New School

The Service Improvement Specialist is responsible for overseeing and optimizing the IT service and knowledge distribution channels within the department. This position involves managing and coordinating IT service and knowledge delivery, ensuring efficient and helpful IT operations for end users, enhancing customer satisfaction while improving upon the student, faculty, and staff experience, and maximizing our use of our IT service management system. The role involves collaborating with cross-functional teams to design and implement effective IT solutions, monitoring service performance, and implementing strategies to improve service quality and efficiency. This position reports to the Director of Customer Success. The New School is strongly committed to diversity and inclusion in the workplace and particularly seeks applications from members of underrepresented groups, as well as candidates who share this commitment. RESPONSIBILITIES Manages the functional administration and effective use of available customer information channels including, but not limited to, IT websites, service management platform (TeamDynamix), self-service user portals, and chatbot for the improvement of self-service initiatives. Oversees the maintenance and organization of knowledge repositories (including TeamDynamix, KB, and Guru). Facilitates the capture, organization, and documentation of tacit and explicit knowledge from our various IT teams, subject matter experts, and external sources. Develops and maintains the organization's service catalog, ensuring that it accurately reflects the services offered. Implements quality control measures to maintain service quality and consistency. Conducts audits and inspections of services and channel usage to identify areas for improvement. Ensures seamless integration and consistency across all customer channels, so customers have a unified experience regardless of the platform they choose to interact with. Establishes and manages processes for incident, problem, change, and major incidents ensuring the resolution of service-related incidents and escalations, coordinating with appropriate teams to minimize downtime and disruptions. Works to identify areas where service support processes can be automated for quicker and more seamless resolution. When identified, builds automated processes within the IT Service Management platform. Assumes additional responsibilities as part of ongoing continuous improvement initiatives. MINIMUM QUALIFICATIONS Proficiency in ITSM frameworks such as IT Infrastructure Library (ITIL) and can understand service delivery processes, incident management, problem management, change management, and service level agreements. Excellent written and verbal communication skills with a customer-centric mindset. Familiarity with channel partner relationships and management. Ability to analyze data and metrics related to service performance, customer satisfaction, and channel partner performance. PREFERRED QUALIFICATIONS 3+ years in IT service and channel management, process optimization or related roles is required. A bachelor's degree in information technology, business administration, or a related field. Solid understanding of IT technologies, infrastructure, and solutions. WORK MODE Hybrid - Employees hired for this position primarily work remotely with the occasional on-campus presence required with advanced notice . Employees in this role will also be expected to use their best judgment to be on campus when necessary in order to best fulfill the responsibilities of their job descriptions. #LI-HYBRID SALARY RANGE $65,000 - $75,000 We look forward to receiving your application!