MD Anderson Cancer Center Jobs

Job Information

MD Anderson Cancer Center Manager, Information Services -ServiceNow ITSM in Houston, Texas

The Information Services Manager for ITSM CoE (Information Technology Service Management Center of Excellence) is responsible for the process and utilization of the ServiceNow platform. They will coordinate between ServiceNow process leads, platform developers, platform administrators, and other key leaders to drive the development, utilization, enhancement, and quality of processes offered by the platform. These processes focus on IT Service Management best practices for the institution, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database).

This role is charged with the overall responsibility of their team, processes, and its deliverables, including scope, cost, schedule, and quality. He/she will manage the team members and all work associated with the team, as well as ensure that proper resources are available to meet deadlines. This dynamic leader must possess strong people leadership skills, customer service skills, organizational skills and the ability to manage multiple priorities. This position reports to the Director of IS Shared Services.

Team Productivity and Quality

  • Manages resources required to provide expertise, supporting and implementing IT Service Management processes, methodology and tools (ServiceNow) with oversight to scheduling and workload. This includes a focus on capacity planning, demand management, and resource utilization.

  • Coordinates with the ITSM CoE team members (administrators, developers, service leads) to maintain service levels and best practices. Identifies and removes impediments to success.

  • Manages the recruitment and hiring of qualified personnel as needed to meet the operational needs of the team.

  • Oversees employee and contractor productivity and travel expenses as per division processes.

  • Ensures quality of projects and their deliverables assigned to the team.

  • Communicates clear expectations on work deliverables, timelines, and challenges.

  • Holds staff accountable for adhering to the best practices, including all institutional, divisional and department procedures.

  • Defines metrics for measuring team performance - at least one related to productivity and one related to quality

Domain Expertise

  • Leads the development, utilization, and enhancement of IT Service Management standards and best practices for the institution, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database).

  • Review and prioritizes backlog items as per business needs.

  • Demonstrates knowledge and expertise in IT Service Management standards, methodology and processes and maintains knowledge as technology and best practices evolve.

  • Provides communication, education, guidance, mentoring, and of IT Service Management strategy expertise to customers and team members

  • Participates in meetings and works with customers as appropriate to maintain working knowledge of institutional operations and needs

  • Keeps abreast of current and emerging technology in both hardware and software as related to their domain

Other duties as assigned

Education Required:

Bachelor's degree.

Certification Required:


Preferred Certification:

ITIL Service Management, ServiceNow Administrator or similar certification.

Experience Required:

Seven years of experience in information technology services, to include two years supervisory/management experience. May substitute required education degree with additional years of equivalent experience on a one to one basis. Successful completion of the LEADing Self Accelerate program may substitute for one year of required supervisory or management experience.

Preferred Experience:

Experience at The University of Texas MD Anderson Cancer Center.

Two or more years' experience with implementing and supporting ServiceNow or other similar IT Service Management system

Experience implementation ITIL framework

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law.

Additional Information

  • Requisition ID: 144557

  • Employment Status: Full-Time

  • Employee Status: Regular

  • FLSA: exempt and not eligible for overtime pay

  • Work Week: Days

  • Fund Type: Hard

  • Remote Work: Remote (within Texas only)

  • Pivotal Position: Yes

  • Minimum Salary: US Dollar (USD) 111,600

  • Midpoint Salary: US Dollar (USD) 139,500

  • Maximum Salary : US Dollar (USD) 167,400

  • Science Jobs: No