Business Service Management Lead- ITS5 in St. Paul, Minnesota

Working Title: Business Service Management Lead

Job Class: Information Technology Specialist 5

Agency: Minnesota IT Services

• Job ID : 81542

• Location : St. Paul

• Telework Eligible : Yes, #LI-Hybrid

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers

• Date Posted : 12/09/2024

• Closing Date :12/30/2024

• Hiring Agency/Seniority Unit : Minnesota IT Services

• Division/Unit : Department of Revenue (DOR)

• Work Shift/Work Hours : Day Shift

• Days of Work : Monday – Friday

• Travel Required : No

• Salary Range: $39.14 – $66.92 / hourly; $81,724 – $139,728 / annually

• Job Class Option : IS Planning

• Classified Status : Classified

• Bargaining Unit/Union : 214 – MN Assoc of Professional Empl/MAPE

• FLSA Status : Exempt – Professional

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The work you’ll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Join the 2,600+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (MNIT) who connect Minnesotans to services that will improve their lives. This position serves our partners at the Minnesota Department of Revenue (DOR). MNIT DOR helps manage the state’s revenue collection systems and administers state tax laws. The team is responsible for powering technology that collects over $30 billion annually.

The MNIT Partnering with Revenue Business Service Management (BSM) Lead is a key partner between the business and IT functions. They lead IT work responsible for relationship management, communications, service level adherence, and quality assurance. Additionally, they act as a subject matter expert on technology adoption specific to the needs of the agency.

They serve as a liaison between the business and many IT areas across the division including PMO, custom application development, operations, security, and policy. The BSM Lead provides implementation of CBTO approved efforts and removes barriers for other staff to complete complex projects or tasks, as well as acting as expert resource for architects and leadership.

The BSM lead coordinates contract non-state employees assigned to special projects and efforts reporting to Business Service Management.

This position is currently eligible for full-time telework:

• Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota.

• Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.

Minimum Qualifications

Candidates must clearly demonstrate all of the following qualifications in their resume. Resume tips here. (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp) :

Position requires a minimum of five (5) years of IT related experience in business service management and service level coordination.

Experience must include:

• Promoting emerging technologies and trends to non-technical audiences

• Quality assurance management skills related to IT service delivery

• Ability to lead teams and work groups

• Ability to manage customer relationships across multiple unique business units and work teams

• Ability to intake, triage, and appropriately respond to business requests including senior management level.

• Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.

• Customer service skills that include active listening, empathy, and problem-solving.

A master’s degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelor’s degree substitutes for two (2) years, OR an IT related associate’s degree substitutes for one (1) year.

Preferred Qualifications

• Understanding of relevant policies, standards, and regulations affecting IT operations within the State of Minnesota, MNIT, and the Department of Revenue.

• Experience developing and coordinating communication plans for state agencies including urgent efforts for high severity issues

• Experience in service level agreement (SLA) management and operational performance reporting

• Knowledge of MNIT Service offerings and billing methodologies

• Understanding of IT service management principles, frameworks (such as ITIL and SDLC), and best practices related to service delivery and quality assurance

• Experience managing budgets or performing cost analysis

Additional Requirements

• SEMA4 Records Check (applies to current and past state employees only)

• Criminal History Check

• Reference Check

• Social Security and Address Verification

• Education Verification

• Tax Check

• Other legally required checks

Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email [email protected] . Please indicate what assistance is needed.