Service Lead (5448C) Berkeley IT, #88185

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Departmental Overview

The Information Management & Workflow team provides electronic document imaging and workflow management to the entire campus. As part of the Productivity and Collaboration Services (PCS) group within Berkeley IT's Campus IT Experience unit (CITE), the team delivers technologies and software that support the academic and research missions of university students, faculty, and staff.

Currently experiencing a period of strategic growth, the team supports both SaaS and on-premise enterprise applications, as well as complex integrations with a variety of campus systems. Moving forward, departments within the PCS group will continue to closely collaborate and coordinate application administration and technical support functions.

Position Summary

The Service Lead leads service management and coordinates service operations for one or more Productivity and Collaboration services, including eSignature (DocuSign) and ArcGIS, which are used by UC Berkeley's 42,000 students and over 15,000 faculty and staff on a daily basis. This position is responsible for maintaining service roadmaps, ensuring high quality support, managing vendor relationships, change management, communications and documentation.

This role involves technology-based analysis of business practices, processes and problems; developing solutions which may involve process design, data and information architecture, policy or procedural changes; creating specifications for systems to meet requirements; validating requirements against needs; designing details of automated systems; developing training materials for system implementation; planning and executing unit integration and end-user acceptance testing; and may develop user interface design. Additionally, this position may lead cross-functional teams to solve complex business or systems issues and ensures operational continuity by acting as a critical backup for other Business Systems Analysts on the team.

Application Review Date

The First Review Date for this job is: 8/26/2026

Responsibilities

Service Lead - 40%

• Serves as the business systems analysis and service coordination lead for one or more campuswide Productivity and Collaboration services.
• Applies business analysis and IT service management concepts to identify, evaluate and define complex systems scope and objectives with an understanding of applicable business practices, processes, systems and industry standards to meet campus user needs. Activities include:
• Engage with key stakeholders, software consortia, and relevant campus and IT governance groups in order to assist Service Portfolio Manager in development and maintenance of service strategies.
• Create/negotiate service and operating level agreements.
• Identify and advocate for appropriate support resources needed to deliver service within established service levels.
• Establish and maintain support model and service documentation (e.g., knowledge base, training sessions / workshops, consultations, web-presence, etc.).
• Implement support processes, key performance indicators, and partnerships/contracts are in place to deliver the service within established service levels.
• 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 the community regarding future directions.
• Participate in incident/problem management.
• Coordinate and provide direction to student employees supporting service operations.
• Establish and document partnerships via MOU
• Ensure continuity of operations
• Maintain Service Catalog entry.
• Engage with vendor representatives/other higher education institutions to advocate for the needs of our community.
• Exercises the utmost discretion and maintains confidentiality when handling sensitive or non-public employee, student, health, financial, strategic, or proprietary information. Limits access to those with a legitimate business need and safeguards information in accordance with University privacy, security, and data-protection requirements. Unauthorized disclosure is prohibited.

Productivity and Collaboration Team Member - 30%

• Across the portfolio of Productivity and Collaboration Services, applies technical expertise and business analysis concepts to:
• Provide back-up to other Service Lead(s) to ensure continuity of service and support.
• Provide user support and training across a variety of IT services in Productivity & Collaboration Services.
• 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.
• Examples of services are not limited to but include: BearGPT, Premium AI, Qualtrics, and Perceptive Content.

Project Team Lead/Member - 25%

• 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
• Writes Request for Proposals (RFPs) or portions of the RFP document.

Professional Development and Training - 5%

• Maintains and enhances technical, functional, and professional knowledge through ongoing training, industry research, and professional development activities to support evolving technologies, service improvements, and effective delivery of campus IT services.
• Other Duties as Assigned: Performs other related duties and responsibilities as assigned to support team priorities, operational needs, service continuity, and campus initiatives.

Required Qualifications

• Advanced knowledge of business systems analysis methodologies, requirements gathering, process mapping, and translating business needs into technical solutions.
• Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem solving skills.
• Has skills/willingness needed to learn new SaaS technologies to an expert level through formal and informal training.
• Broad knowledge of other related areas of IT including: Identity Management, IT Security.
• Some experience working in a Higher Education or similar IT environment.
• Familiarity with IT Service Management (ITIL) principles and practices.
• Requires interpersonal and communications skills in order to work with both technical and non-technical personnel at various levels in the organization.
• Demonstrated ability to exercise sound judgment and discretion and maintain confidentiality when handling sensitive or non-public information.

Education / Training

• Bachelor's degree in related area and / or equivalent experience / training

Licenses / Certifications

• ITIL Foundations certification, equivalent IT Service Management (ITSM) training, or the willingness to complete certification within six months of hire.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted annual range that the University reasonably expects to pay for this position is $86,944.32 - $114,055.20.

• This is an exempt, monthly-paid position.
• This is a full-time (40 hours/week) Career position eligible for UC benefits.

How to Apply

To apply, please submit your resume and cover letter.

Other Information

• This position is eligible for up to 5 days/week remote work within the United States. Exact arrangements are determined in partnership with your supervisor to meet role responsibilities and department needs and are subject to change.
• This is not a visa opportunity. This position does not include sponsorship of a new consular H-1B visa petition that would require payment of the $100,000 supplemental fee.
• This position is governed by the terms and conditions in the agreement for the Technical Unit (TX) between the University of California and the University Professional and Technical Employees (UPTE). The current bargaining agreement manual can be found at:
  http://ucnet.universityofcalifornia.edu/labor/bargaining-units/tx/index.html

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.

Misconduct

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy

UC Anti-Discrimination Policy

Abusive Conduct in the Workplace

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.