Roles and Responsibilities: Develop an IT End User strategy and
operating model (organization, talent, employees, vendors,
processes, technologies) that addresses NJ TRANSIT business needs,
is synergistic with the overall IT strategy and is feasible
Be an Advocate for a Digital Workplace and improving user
experience with proper Organizational Change Management
Partner, collaborate and develop strong relationships with
functional and site leaders to understand IT End User needs in
support of corporate strategy, corporate objectives and major
Bring in new technology solutions that are relevant and have a
demonstrated ability to juggle multiple development
Proactively reach out to NJ TRANSIT workforce to understand
service effectiveness, manage service expectations and be the
champion for improving service awareness and productivity.
Provide a “World-Class” customer service approach to all end
Implement policies, procedures, automation and controls for
consistent delivery of high availability services in a
cost-effective manner using the ITIL framework for Service
Accountable for Vendor Management, conduct regular business
reviews and drive innovation and continuous improvement of the
Asset life cycle (procurement to retirement) for Services and
equipment, including selection of Endpoint devices.
Ensure operational resilience and stability of IT Endpoints and
Implement integrated and automated processes that drive
operational excellence, be audit ready at all times, sustain
knowledge continuity through appropriate level of documentation and
Partner with Sr Leadership across IT to implement and
operationalize controls necessary for security, risk and
Develop and continuously maintain budgets that align with plans
and service levels; proactively improve value over cost ratio
Education, Experience and Qualifications: Bachelor’s degree in
computer science or related degree.
10+ years of progressively increasing responsibility in the End
User Services area.
Minimum of 5+ years of hands on experience in managing IT User
15+ years within IT or relevant area.
Extensive and proven operational experience effectively
evaluating, designing, implementing and managing 24x7 IT End User
Knowledge and Skills: Ability to use structured approaches for
understanding business needs, defining specifications, building and
operating solutions that meet service level targets.
Very strong working knowledge and experience of ITIL and Service
Management processes (e.g. incident, problem, change management)
and how to integrate them into an effective insourced and
outsourced global operating model.
Passion for service delivery, Customer Service, User Experience
and operational excellence.
Past experience effectively overseeing or managing help desk
with outstanding knowledge of best practices for service design,
delivery, monitoring and reporting.
Strong knowledge of communication platforms, Microsoft
enterprise platform and ITSM is desired.
Strong financial acumen to establish budgets that are driven by
plans, accurately forecast costs, efficiently manage variances and
improve service value.
Knowledge of security frameworks, technical design and
operational controls is desired.
Ability to effectively manage large deployments of new or
enhanced IT end user services using vendors.
Highly customer focused, collaborative, accountable and results
Excellent verbal and written communication skills; ability to
communicate effectively to large audiences via email and in
Ability to establish strong and productive working relationships
at all levels (Admin to CEO).
Organizational change management experience is a plus.
Functions well in a team environment.
Gains consensus, leads, influences, decision making, and ensures
cross-discipline participation and feedback.
At NJ Transit you will enjoy a competitive salary and excellent
benefit package: Comprehensive Family Health Insurance –
Prescription, Dental, Vision
Flexible Spending Account
401(a) and 401(k) Retirement Plans- up to 9% match
Qualified Transportation Expense Plan (QTE)
At NJ TRANSIT we support and depend upon the diversity of our
NJ TRANSIT is an Equal Opportunity Employer