At Adtalem Global Education, we seek to empower students and members to achieve their goals, find success and make inspiring contributions to our global community. Adtalem is a leading healthcare educator that partners with organizations to proactively address future workforce needs and empowers career development with access to world-class academic curriculums, certifications and training programs across the medical and healthcare industries.

Adtalem institutions and companies include: American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine, and Walden University. (NYSE: ATGE; member S&P MidCap 400 Index) For more information, please visit adtalem.com.

Opportunity at a Glance

The IT Operations Process Manager oversees and ensures the efficiency of IT Help Desk and Network Operations Center (NOC). They will monitor operational performance, lead, coach and manage the performance of the Help Desk and NOC service provider. They will monitor and reporting on ticket metrics, ensuring that processes are followed, service levels are met, and trends are identified. The IT Operations Process manager will focus on continual service improvement by monitoring the performance of the Help Desk and NOC IT processes and designing process changes to increase their efficiency. They are responsible for developing documentation of existing processes and procedures, ensuring support documentation (including run books and knowledge base articles) is accurate and ensuring all documentation is reviewed on an annual basis. They create and implement changes or improvements when necessary.

Responsibilities

• Oversees the Help Desk and Network Operations Center processes and procedures.
• Monitors performance of the Help Desk and NOC service provider
• Responsible for quality assurance of the Help Desk and NOC
• Participates in all P1/P2 service restoration calls
• Provides support/guidance/leadership on P1/P2 service restoration calls
• Responsible for the ServiceNow Knowledge base
• Subject matter expert in ServiceNow, including Performance Analytics
• Monitor and report on IT ticket volumes/trends
• Expert in trend/problem identification
• Partners with other IT teams to address ticket volumes/trends
• Completes other duties as assigned.

• Bachelor’s degree in Computer Science, related field, or equivalent industry experience desired.
• 5+ years previous work experience.
• Superior problem-solving, analytical and organizational skills and a track record for high performance and superior delivery
• Strong quantitative and qualitative skills; detail-oriented with ability to see the big picture and to work effectively at both high and detailed levels
• Ability to quickly learn and apply new concepts in the course of work as well as to produce high volumes of quality work product on concurrent projects under deadline pressures
• Effective team player with a strong sense of loyalty, enthusiasm and ability to motivate others coupled with strong presentation, facilitation and written and verbal communication skills
• Analytical system thinker able to view problems as part of an overall complex system
• Effective change agent with ability to establish a vision and motivate others to lead toward accomplishment of key goals
• Results-focused with a bias toward action as well as ability to translate organizational objectives into specific, actionable tactical goals
• Ability to embrace diversity, inclusiveness and encourages partnering and teamwork
• Ability to encourage open and constructive discussion of issues and challenges
• Dependable professional demeanor with demonstrated emotional intelligence abilities

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $59923.09 and $108334.92. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/us/en/benefits.
  
  You are also eligible to participate in an annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.