SERVICE OWNER

JOB ANNOUNCEMENT

Service Owner

Department of Technology & Innovation

Number of Positions: 1

(Additional vacancies possible pending budget approval)

Starting Salary: $94,992.00

Applications for this position will be accepted until 11:59pm CDT on 04/28/2025

Under supervision, the class functions as the business owner for one or more technology platforms specific to software (e.g., ServiceNow, Salesforce, Microsoft) and/or system (e.g., Enterprise Resource Planning, Customer Information System) and/or functional area (e.g., Human Resources, Revenue and Cashiering). The Service Owner is the primary point of contact between business users and the solution providers, and engages with other technologists to ensure that enhancements and new development efforts and delivery of project management services within the organization meets the needs of the customer, and performs related duties as required, and performs related duties as required

This class is assigned to the Client Service Information Technology Job Family, which consists of positions that manage the delivery of project and project-related services to customers to provide value and high-quality work that exceeds expectations, increase adoption, manage retention, and identify areas for expansion.

ESSENTIAL DUTIES

* The Service Owner is expected to become the subject matter expert on how the software and/or system is architected, implemented, and configured to meet complex business requirements for multiple internal and external users

* Collaborates on the design, build, price, and enhancement roadmap for specified service areas, as well as service delivery to ensure customer needs are achieved across the enterprise

* Works with multiple senior-level business unit leaders to understand the desired business outcomes of the service, and with architects, technologists, and external service providers to understand underlying technologies and configurations

* Understands service cost drivers and connects the cost of service to consumption drivers

* Tracks service KPIs to drive ongoing improvements in service delivery performance

* Negotiates prices for services based on an understanding of the benchmark service levels, prices for service in the industry, and other factors

* Acts as a single point of engagement for demand planning and demand management conversations with business partners around their needs for specific service functions

* Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization

* Participates in continuous improvement efforts for the service area, and is responsible for solution delivery and customer satisfaction

* Engages with IT leaders, technologists, architects, and industry partners to stay abreast of new technologies, software/system enhancements, and the architecture roadmap

* Responsible for overseeing service-level agreements (SLAs) for specific services to ensure that services are delivered as contracted

* Interacts with technology brokers/vendor managers to identify and evaluate new technology products for their services, including alternative technologies that might be "replacements"

Additional duties may be required for this position

Location: 2 N. LaSalle, Chicago, IL

Days: Monday-Friday

Hours: 8:00am-4:00pm

THIS POSITION IS EXEMPT FROM THE CAREER SERVICE

MINIMUM QUALIFICATIONS

Bachelor's degree from an accredited college or university in Computer Science, Business Administration, or a directly related field, plus three (3) years of work experience in service delivery, direct business engagement, and specific technology domains, or an equivalent combination of education, training, and experience

NOTE:

Preference will be given to candidates possessing the following:

• Previous experience working with various stakeholders
• ITIL certification
• Previous experience using project management methodologies, such as, Agile, Kanban, SCRUM, CPM, DMAIC, etc.

SELECTION REQUIREMENTS

This position requires applicants to complete an interview. Interviewed applicants who possess the qualifications best suited to fulfill the responsibilities of the position will be selected.

For Information on our employee's benefits, please visit our benefits website at:

https://www.chicago.gov/city/en/depts/fin/benefits-office.html

For Information on our salary and title structure, visit our classifications website at:

https://www.chicago.gov/content/dam/city/depts/dhr/supp_info/JobClassification/2025_Classification_and_Pay_Plan.pdf

APPLICATION EVALUATION: Initial evaluation will be based on information provided on the application and the documents submitted. Department of Human Resource staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.

COMMITMENT TO DIVERSITY: To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference to applicants who meet minimum qualifications and who are veterans of the Armed Forces, and/or residents of Socio-Economically Disadvantaged Areas (SEDA) and/or Chicago Public School (CPS) high school graduates to be referred to departments for consideration. These hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates. To learn more about our hiring practices click here.

ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.

The City of Chicago in an Equal Employment Opportunity and Military Friendly Employer.

City of Chicago

Brandon Johnson, Mayor