The University of California, Berkeley, is one of the world’s most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley’s culture of openness, freedom and acceptance-academic and artistic, political and cultural-make it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
Digital Learning Services (DLS) is a department within Research, Teaching and Learning that provides design, production, delivery and digital tools services for common good digital learning and revenue generating online learning at UC Berkeley. DLS partners with schools and departments throughout the university and UC system to build online education courses and programs of exceptional quality. As members of the Berkeley community, who care deeply about serving the university, we blend our expertise in online learning with broader strategic plan and institutional goals and values.
Serves as Service Lead using ITSM principles and practice for one or more mission critical campus-wide services:
- Participate with supervisor, key stakeholders and governance groups to develop service strategy.
- Develop and communicate service roadmap (6-12 month service operations and improvement plan).
- Define service and maintain Service Catalog entry.
- Collaborate with supervisor to develop service and operating level agreements.
- Establish and maintain support model documentation and service documentation (e.g., knowledge base, trainings/workshops, consultations, web-presence, etc.).
- Collaborate with supervisor to define support processes, key performance indicators, and partnerships/contracts are in place to deliver the service within established service levels.
- Coordinate with the Project Management Office (PMO) for service transition projects: rollout (operationalization), improvements, and decommissioning.
- Monitor and report on critical success factors and key performance indicators of the service.
- Manage service communications to stakeholders, constituents, and "customers"; and coordinate feedback from community regarding future directions.
- Participate in incident/problem management.
- May lead and/or organize the work of student employees.
Service Team Member:
Applies technical expertise, instructional design principles, pedagogical best practices, technical expertise, ITSM, and business analysis concepts to:
- Provide user support and training on new applications.
- Identify, evaluate, and define faculty and student needs.
- Recommend and facilitate service and support strategies for IT systems and academic technology support services.
- Identify and develop service approaches that enable faculty, staff and administration to successfully meet their goals and objectives.
- Adhere to defined service standards, guidelines, controls, and quality assurance measures as well as problem management and process improvement processes.
- Document service activities in support systems that facilitate quality service metrics reporting.
Project Team Lead/Member:
Leads and/or participates in cross-functional service improvement project teams to:
- Provide technical expertise in identifying, evaluating and developing complex systems and procedures.
- Gather, analyze, prepare and summarize business and user needs, documenting requirements, and revising existing system logic difficulties as necessary.
- Validate requirements against needs.
- Apply business systems concepts to design details of complex automated systems
- Develop complex user interface designs.
- Plan and executes unit integration and acceptance testing.
- Provides input to Requests for Proposals (RFPs) or writes portions of RFP document.
Other duties as assigned by supervisor.
- Requires advanced knowledge of business analysis function.
- Must have knowledge relating to the design of applications programs across the campu and/or ability to learn.
- Requires knowledge of other related areas of IT.
- Knowledge of department processes and procedures.
- Requires advanced skills associated with programming design, modification and implementation.
- Requires interpersonal and communications skills in order to work with both technical and non-technical personnel at various levels in the organization.
- Has skills needed to develop conversion and system implementation plans.
Advanced degree in related field (e.g., Education, Instructional Design, Information Science, Computer Science, etc.) and/or equivalent experience/training desired.
Licenses or certifications, if any:
ITIL Foundations Certification or equivalent IT Service Management certification desired.
Salary & Benefits
The annual salary range of the position is $90,000 – $100,000, commensurate with experience.
For information on the comprehensive benefits package offered by the University visit:
How to Apply
Please submit your cover letter and resume as a single attachment when applying.
This is a full time career appointment.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
Equal Employment Opportunity
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see: