Service Experience Owner

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 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 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.

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

Southern New Hampshire University reaffirms its continuing commitment to afford qualified or qualifiable individuals an equal opportunity to compete for employment and advancement within the University. To ensure equal employment opportunity, Southern New Hampshire University shall not discriminate against any individual or group because of race, color, creed, ethnicity, sex, religion, national origin, citizenship, marital or parental status, disability, age, gender, gender identity or expression, sexual orientation, pregnancy, veteran/military status, genetic information, or on any other legally prohibited basis. Southern New Hampshire University does not discriminate on the basis of sex in any education program or activity and is prohibited from doing so by Title IX. This requirement not to discriminate extends to both admission and employment at the University.