Service Experience Owner

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact - from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

The Service Experience Owner will report to the Sr. Director of Service Desk. You will partner with teams to align services with our needs and to guide continuous improvements while serving as a representative on behalf of SNHU's IT Service Desk. The Service Experience Owner ensures that students/staff obtain quality service following established service level agreements (Service level agreement) while using the Service Desk. We ask that you understand service processes and the ability to perform ongoing analysis of assigned goals.

You will work remotely from any of our approved states. #LI-Remote

What You'll Do:

• Manage one or more services on behalf of ITS to the SNHU Community
• Engage with university partners to enhance service solutions that align with the student experience roadmap, strategy and address overall needs.
• Improve service improvement processes in partnership with partners and Service Desk managers to meet identified goals and service level agreements.
• Use reports and artifacts from multiple service delivery applications to track and escalate issues affecting operations and outcomes. Analyze trends to identify relevant opportunities for service improvement, diagnose service delivery problems, and initiate actions to maintain levels of service.
• Perform planning, scoping, analysis, detailed requirements definition and prioritization activities
• Make informed decisions on behalf of the business, while collaborating with leadership on broader impacts and high-risk escalations.
• Gain and maintain familiarity with student-facing/staff-facing systems to understand usage context, anticipate issues, and identify trends.
• Lead cross-team escalation management by defining escalation paths, reducing ticket misroutes, and ensuring clear ownership between ITSD and support partners. Collaborate with partners to improve evaluation processes and increase first-contact resolution.
• Document and analyze existing or proposed business processes to identify modifications and improvement opportunities and to ensure impacts to all departments are communicated and managed.
• Maintain the IT Service Desk Role-Based Access Control (RBAC) as part of the monitoring of all IT Service Desk access, coordinating access documentation following ISMO best practices.
• Ensure the productive use of the IT Service Desk by overseeing engagement through appropriate channels, confirming information gathering and hand-offs. Take remedial actions to ensure service desk optimization and achievement of service level agreements.
• Lead service desk roadmap projects, incorporating feedback loops from data analysis, frontline input, and our priorities.
• Support the transition of services from a development to an operational status
• Communicate effectively with business and service desk partners regarding issues, trends, requests, changes while ensuring candor and sensitivity.
• Provide feedback, guidance, documentation and other help to partners and service desk personnel to facilitate student experience/service experience goals.
• Build trust with all stakeholders by providing business expertise, deep operational knowledge and technical skills.
• Manage ticket forecasting. Maintain accountability and service level performance agreement on service delivery partners."
• Other responsibilities as assigned.

What We're Looking For:

• 4+ years experience in a technical customer service, technical business analyst, product owner or service owner role.
• Experience with service domain area including related processes, business rules, interfaces, current technology, business applications, reporting, operations.
• Experience with delivery of IT services or technical support.
• Experience with or of ITIL Change Management, Incident, Problem, and Request processes.
• Experience supporting contact center and service workflow systems and tools such as Five9, ServiceNow, LogMeIn.
• Proficiency with Microsoft tools such as Excel and PowerBI for service data analysis.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you're exceptional)

You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources