Search for University Jobs in Staff & Non-Managerial Professionals

Job ID: 125700

Coordinator of Service Management
Erie Community College

Date Posted Jul. 16, 2019
Title Coordinator of Service Management
University Erie Community College
Buffalo, NY, United States
Application Deadline Open until filled
Position Start Date Available immediately
  • Professional Staff
  • Information Technology

Information Technology Services

$48,874.20 Annual

Union/Position Status:

Posting Closing Date:
August 4, 2019

Please note that the posting will close at midnight (12:00 AM) on the posting closing date.
This means any applications must be submitted by 11:59 PM the evening before.



The work involves coordinating activities in the following areas to support Information Technology related strategic decision making toward cost effectively improving services. The work will be performed under the direction of the Director of Service Management in Information Technology Services (ITS).
ITS Services Coordination

  • Management
  • Service definitions
  • Service models
  • Owner responsibility requirements
  • Communication
  • Annual Report development
  • News and user communication
  • Online information for informative and marketing purposes
  • Evaluation and transition, including change management processes
  • Assessment for service improvement
  • Identification and recommendations for projects
  • Change communication, user feedback, and knowledge resources
  • Project implementation and transition assessment for rollouts and phaseouts

The incumbent is responsible for:

  • Developing content and marketing ITS services to the SUNY Erie community including students, employees, and community stakeholders
  • Organizing and maintaining up-to-date service and related information online, including projects, updates, and department information
  • Building processes to manage services, projects, updates and other ITS activities
  • Collecting data for assessment, including financial, service and asset utilization, and customer satisfaction
  • Researching and assessing use and functionality of common software and office applications
  • Assisting during service transitions with communications and resource development for end users
  • Coordinating update requirement activities for departmental goals and actions to ensure College accreditation reporting requirements are met
  • Related work as required
  • Exercising supervision of lower level staff, when assigned.


  • Identify data source(s) and aggregate data
  • Prepare reports and communications
  • Process mapping and procedural documentation
  • Update service information
  • Coordinate communication activities
  • Coordinate department reporting requirements
  • Liaison with and mentor department team members and other departments
  • Explore common office software and application capabilities
  • Provide support during service adoption and transition


Candidates must be able to:

  • Promote an inclusive and diverse environment with sensitivity and awareness of cultural, individual, and role differences
  • Apply principles of ethical leadership to shape change and improve the governance
  • Aggregate data, identify key elements, and communicate relevance
  • Apply analytical methods for data-driven decision making, including optimization and scenario analysis with data collection, projections and forecasting, probability analysis, and report writing.
  • Engage in free-associative thinking to develop innovative and creative solutions

Good knowledge of technology service, college administration, management and organizational procedures; Ability to effectively lead and develop a culture of service ownership; Demonstrate sound professional judgment; initiative, resourcefulness, and dependability; Proficiency with Microsoft applications and standard office software in the Mac and PC environments; Thorough verbal and written proficiency in the English language with effective communication and interpersonal skills; Physically capable of performing the functions of the position with or without reasonable accommodation.


Required: Graduation from accredited four (4) year college or university with a Bachelor’s degree with 5 years administrative experience in management, technology support, marketing, and communications in a business or in a government or educational institution.


Master of Business or Public Administration (MBA/MPA) or related degree and 3 years administrative experience in a business or in a government or educational institution.


Official transcripts will be required for successful candidates within 30 days of hire.

Contact Human Resources at (716) 851-1840 with any questions.

Our mission to offer quality education includes exposing our students to a diverse range of cultures, experiences and expertise. At SUNY Erie Community College, we value diversity and encourage applicants from all backgrounds to apply.

Notice of Non-Discrimination
SUNY Erie Community College does not discriminate in admission, employment, or in the administration of any of its policies and programs on the basis of race, color, religion, national origin, age, sex, gender, gender expression, gender identity, pregnancy, disability, sexual orientation, familial status, military status, domestic violence victim status, predisposing genetic characteristics, veteran status, criminal conviction, or any other characteristics protected by law. This applies to all students, applicants or other members of the College community (including, but not limited to, vendors and visitors). Grievance procedures are available to interested persons by contacting the Civil Rights Compliance Officer listed below. Retaliation against a person who files a complaint, serves as a witness, or assists or participates in the investigation of a complaint in any manner is strictly prohibited.

The following individual has been designated to handle inquiries regarding the College’s non-discrimination policies:

Civil Rights Compliance Officer
Tracy Archie, Chief Diversity Officer
Office of Equity and Diversity
City Campus, Room 174, 121 Ellicott Street
Buffalo, NY 14203
(716) 851-1118

For further information on notice of non-discrimination, please contact:
New York Office
United States Department of Education
Office for Civil Rights, 32 Old Slip 26th Floor,
New York, N.Y., 10005-25010;
Tel (646) 428-3800; Email: mailto:

Please reference in your cover letter when
applying for or inquiring about this job announcement.

Contact Information

Please see the job description for contact details
pertaining to this university job announcement.


Refer this job to a friend or colleague!

New Search | Previous

Looking for a higher education job?