IT Service Owner

Job Description:

IT Service Owner

Description

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to information science or computer field, plus five (5) years related experience of which two (2) years were in a lead or supervisory role.
• A Master’s degree may substitute for two (2) years of non-lead/supervisory experience.

Licenses and Certifications Required:

• None.

Notes to Applicants
Position Overview:
This position will work under the direction of the IT Manager, for Geospatial Solutions and Engagement. This position will be the service and engagement lead for Geospatial Solutions and Engagement ( GSE ) team at the City of Austin, TX. You will be responsible for monitoring changes in the field of geospatial technology and validating that our services continue to meet the geospatial needs of city departments and the Austin community. Your role will be critical to the team’s success by spearheading engagement activities with diverse groups of stakeholders and technical leaders, and acting as a central point of contact - advocating for customers’ geospatial needs across the organization and researching applicable technology options. You are required to be part of an on-call rotation. Daily work will also involve designing and supporting applications and integrations. Including troubleshooting issues, identifying alternatives, implementing process improvements, and contributing to technology performance analysis. This position is primarily remote; however, you must reside in Texas and may be required onsite as needs arise.

Critical Employee:
This position has been designated as a CriticalEmployee. Critical Employees are considered necessary and vital and support activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services

About the Department:

The City of Austin Communication and Technology Management ( CTM ) Department provides and empowers the City’s business partners and Austin’s residents, visitors and businesses with sustained, reliable, and efficient technology services, infrastructure, and telecommunications. By leveraging state-of-the-art tools, innovative methods, and strategic partnerships, we are at the center of shaping the City of Austin’s IT strategy.

Application Instructions:
In completing your job application, be sure to provide a COMPLETE employment history including past job titles, employment dates and a detailed summary of your job duties, functions, responsibilities, and skills/abilities. A detailed and complete job application is required to help us determine base pay in the event you are selected for this position.

Use of AI is strictly prohibited to respond to the application and during the interview process.

NOTE : A cover letter and/or resume will NOT be accepted. Once a position is closed, no additional applications or application changes will be accepted.

All interviews are being conducted virtually via Microsoft Teams.

Skills Assessment(s) may be required as part of the recruitment process.

Fair Labor Standards Act:

This position is classified FLSA Exempt. Exempt employees are salaried and are not eligible for overtime compensation.

Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employers, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the minimum or preferred qualifications and a copy of your DD-214 if claiming veteran’s preference.

Working with the City of Austin provides a number of benefits, including medical, paid leave time, a great retirement plan, training opportunities and more! Click here for more information.
Pay Range
$42.26 - $57.68

Hours
Standard Business Hours, will require on-call rotation
Job Close Date 05/30/2025 Type of Posting External Department Communications & Tech Mgmt Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 6800 Burleson Road, Austin, Texas Preferred Qualifications
Preferred Experience:

• Experience leading the adoption of Esri products and technology in a large organization, including researching and successfully implementing solutions.
• Experience leading engagement activities with a diverse group of stakeholders.
• Experience with change management practices, methods, and techniques to adapt, drive and implement change in a diverse professional environment.

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Develops the roadmap for relevant services and ensures integration into service portfolio/domain roadmap. Collaborates with delivery teams to ensure decisions are informed by service vision and budget. Identifies problems and roadblocks and takes necessary steps to resolve and remove. Communicates service goals, objectives, and priorities in a persuasive manner that builds support, agreement, and commitment. Applies change management principles and techniques to manage through change as required to execute the service strategy. Works with Service Managers to understand the costs associated with delivering the service solutions and identify opportunities for improvement. Develops and monitors solution budgets, ROI , and financial KPIs for each relevant service. Performs competitive analysis on the alternatives the target customers might use and makes recommendations to evolve solution and service strategy accordingly. Identifies business and security risks and determines risk mitigation tactics. Solicits information on enterprise direction, goals, and strategies to inform development and continuous improvement of service backlog. Works with Architects to ensure service alignment to architecture strategy and standards.

Responsibilities- Supervision and/or Leadership Exercised:

• May provide leadership, work assignments, evaluation, training, and guidance to others.

Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of IT services and technologies.
• Knowledge of IT services continuity strategies and practices for service management and improvement.
• Knowledge of governance principles, standards & guardrails for service delivery.
• Knowledge of methods and practices for defining service strategy, vision, and plan, and developing and operationalizing service solutions roadmaps.
• Knowledge of technology/systems architecture and operations and its ability to support service objectives.
• Knowledge of the organization’s mission, values, operations and goals.
• Knowledge of change management practices, methods, and techniques to adapt, drive and implement change.
• Knowledge of service methods and practices, e.g., (forecasting demand, developing SLAs, service delivery), performance and risk mgt, etc.
• Skill in resource management, risk management, incident management, business continuity management, quality assurance skills.
• Skill in leading customer relationship management, reporting, and service management skills.
• Ability to nurture and support a strong culture with a customer-centric focus on high quality.
• Ability to plan and coordinate across groups with varying and conflicting priorities.
• Ability to see the big picture and make decisions based on strategy and value delivered.
• Ability to foster relationships that benefit the organization as well as an individual’s effectiveness and efficiency.
• Ability to make sound, well-informed, and objective decisions; perceives the impact and implications of decisions.
• Ability to remove barriers and enable teams to complete their objectives.
• Ability to innovate by experimenting, accepting constructive feedback, adapting, and evolving.
• Ability to adhere to required compliance to all change management policies and procedures.
• Ability to adhere to required compliance to all information security policies and procedures.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for the IT Service Owner position are: Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to information science or computer field, plus five (5) years related experience of which two (2) years were in a lead or supervisory role. A Master’s degree may substitute for two (2) years of non-lead/supervisory experience. Do you meet these minimum qualifications?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check

* Describe in detail your experience leading the adoption of Esri products and technology in a large organization, including researching and successfully implementing solutions.
(Open Ended Question)
* Describe your experience leading engagement activities with a diverse group of stakeholders.
(Open Ended Question)
* Describe in detail your experience with change management practices, methods, and techniques to adapt, drive, and implement change in a diverse professional environment.
(Open Ended Question)


Optional & Required Documents

Required Documents Optional Documents