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Principal Workflow Platform Specialist (Promotional Opportunity)

Apply now Job no: 508060
Position type: Staff Full Time
Benefit Status: Benefited-Union
Campus: UMass Lowell
Department: Technology Services
Salary: Salary commensurate with experience and grade/range
Applications Open:
Applications Close:

General Summary of Position:

This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.

The Principal Workflow Platform Specialist is responsible for the overall design, functionality, operation, integration, improvement and adoption of the IT workflow platform.

The Principal Workflow Platform Specialist will work with IT service management leadership, service owners, subject matter experts, process owners, and various service delivery groups to develop technical solutions that satisfy the business needs of the university. They will be responsible for designing and configuring architectural solutions in the IT service management tool, and will be a key member of the overall IT team. As a subject matter expert and thought leader in the space, they will implement high-quality solutions based on industry best-practices, and will participate in all technical aspects of the workflow management and ticketing program.

The Principal Workflow Platform Specialist will be responsible for ensuring that the IT Service Management toolset is aligned to meet customer needs and prioritized customer (client) experience, while balancing the experience of IT practitioners and those servicing the campus community.

Minimum Qualifications (Required):

  • Bachelor’s degree required
  • Previous experience managing IT ticketing and workflow systems required
  • Requires 5 or more years of experience in a large Information Technology environment with progressively increasing experience, and at least 2 years of previous leadership and/or management experience
  • Requires extraordinary customer service skills and the desire and ability to go “above-and-beyond” to ensure customer success
  • Experience configuring core ServiceNow modules in CSM/ITSM
  • Requires ITIL v3/v4 foundations certification
  • Ability to understand complex business needs and articulate how a workflow solution can help solve them
  • Proven mix of hands-on technical ability combined with good communication skills and a strong interest in automation technology (e.g., PowerShell, Python, Java)
  • Experience working with a complex relational database to create reports
  • Superior written and oral communication skills with the ability to explain technical concepts clearly and articulately to non-technical users
  • Must be able to work collaboratively and effectively with diverse teams of technical and non-technical team members
  • Experience troubleshooting integration management, security, and application issues
  • Strong problem solving and research skills. Must be able to encounter new problems and devise solutions without guidance or support
  • Requires proficiency in “fleet management” technologies for managing large inventories of deployed multi-platform computers
  • A passion for the Information Technology industry
  • A critical eye and excellent analytical skills
  • Strong sense of professionalism and confidentiality

Additional Considerations:

  • Preference given to candidates with previous Higher Education experience
  • Familiarity with Service Oriented architecture and web services integration (SOAP, WSDL, REST) desired
  • A strong preference will be given to candidates with previous ServiceNow management or administration experience
  • Preference will be given to candidates with ServiceNow System Admin certification
  • Master’s degree preferred in the areas of MIS, IT, Management, Computer Science or Engineering
  • Experience in leadership of IT services teams is preferred

Special Instructions to Applicants:

This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.

This is a SEIU 888 Professional Union position, Grade P20. 

Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.

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The University of Massachusetts Lowell is committed to increasing diversity in its faculty, staff, and student populations, as well as curriculum and support programs, while promoting an inclusive environment. We seek candidates who can contribute to that goal and encourage you to apply and to identify your strengths in this area.

The University of Massachusetts Lowell is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.

Please read this "EEO is the Law" poster (pdf), which provides an overview of many relevant equal opportunity laws.