Company Overview MCNC is a North Carolina non-profit client-focused technology organization. Founded in 1980, MCNC owns and operates the North Carolina Research and Education Network (NCREN), one of Americas longest-running regional research and education networks. With over 40 years of innovation, MCNC provides protected Internet, cybersecurity services, and related technology services. Learn more about what we do and our service portfolio at www.mcnc.org.

Position Summary This position helps ensure that MCNCs Enterprise Applications are implemented and operated successfully on an ongoing basis. This includes (but is not limited to) implementing the service lifecycle for Enterprise IT services (strategy, design, transition, operation, and continuous improvement). This position will provide the opportunity to solve challenging business problems for internal and external customers by ensuring that MCNCs IT services align with business objectives and operate successfully to maximize value for the organization.

Key Responsibilities/Duties

• Facilitate the end-to-end delivery of Enterprise IT services, ensuring they meet or exceed agreed service levels and customer expectations.
• Implement defined Service Management processes and best practices for delivery of IT services.
• Work closely with Enterprise IT Process and Governance staff to represent the Service Delivery perspective in the definition and maintenance of Service Management processes and procedures.
• Monitor and respond to key service health metrics to ensure Enterprise IT services operate successfully.
• Manage and maintain productive relationships with key IT solution providers. This includes engagement with external vendors and solution providers.
• Collaborate with key stakeholders to help design and implement new IT services and enhance existing services.
• Utilize design, engineering, and problem solving skills to integrate technology and build new solutions in support of MCNC's Enterprise IT systems and platforms.
• Take initiative to recognize the need or opportunity for improvements or additions to existing tools, applications, platforms, and services.
• Conduct research, design, develop, implement, and maintain technical solutions and processes for MCNC's Enterprise IT services portfolio. This includes:
  • Work with internal and external entities to help plan, design and build new services in support of various operational and customer needs
  • Build and maintain software solutions
  • Evaluate, install, and test third-party tools to fill specific needs
  • Monitor security status and apply security and feature updates as needed
• Additional duties as assigned.

Minimum Education and Experience

• Bachelor's Degree in Computer Science, Information Systems, Engineering (or related field), or equivalent combination of education and experience.
• 5 years of relevant experience or equivalent combination of education and experience.
• Demonstrated experience in IT service delivery, service management, application management, or other related fields.
• Demonstrated experience implementing and supporting Enterprise IT systems and services for areas including IT Service Management, ERP, CRM, Accounting / Finance, etc.
• Demonstrated Software or System life cycle experience - planning, design, mockups, implementation, testing, documentation, deployment, training and maintenance/support.
• Demonstrated experience in a hands-on systems administration / technology integration role.
• Demonstrated experience utilizing scripting languages or other tools to automate actions between disparate systems using APIs or other interfaces.
• Thorough understanding of and practical experience with TCP/IP networking.
• Ability to manage multiple projects simultaneously.
• Ability to effectively bridge technical and non-technical tasks.
• Ability to communicate tech ical subjects clearly to both technical and non-technical audiences.
• Ability to effectively work as a member of a team.
• Candidate must demonstrate the following characteristics:

Interface well with customers, professional service staff and other non-technical members of organizations

Excellent interpersonal, oral, and written communication skills

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