ITSM Analyst

Job description

Working Title: ITSM Analyst

Position Type: University Managerial and Professional Staff

Department: Information Technology Services

Location: Charlottesville

Posting Date: 02-19-2018

Posting Summary:
The University of Virginia department of Information Technology Services seeks an ITSM Analyst. This position is responsible for ensuring the effective implementation, operation and management of IT Service Management (ITSM) processes within the Chief Information Officer Area (CIO Area) computing environment. The ITSM Analyst is responsible for the refining, monitoring and execution of processes that ensure quality outcomes for the CIO Area's services. These processes are traditionally grouped into categories that include, but are not limited to: Incident, Problem, Change, Release and Service Request management and use common ITSM tools.

The position analyzes data to identify trends and measure process impact and develops, administers, and communicates processes, policies, standards, and procedures to ensure best practice adoption and compliance within the IT environment. The position specializes in at least two ITSM processes and associated tools.

This position will assist in the coordination of process improvements to reduce the number as well as the duration of outages. Identifies potential problems that may occur due to implementation, makes recommendations to stakeholders for prevention of problems as well as improvements to the process. Assists CIO Area teams in identifying, negotiating, and resolving issues and concerns associated with one or more ITSM processes. The position is responsible for administering authority and access rights for, configuring, and supporting IT service management tools.
Key Responsibilities
Learn, educate and assist in the operational support activities for ITSM processes within the CIO Area including, but not limited to Incident, Change, Problem, Release and Request management.
Assist in the planning, coordinating, and execution of other groups ITSM tasks.
Consult with other experts (internal and external) to support and facilitate ITSM-related activities.
Provide training and knowledge transfer to other employees as necessary.
Develops and maintains ITSM operational procedures.
Ensure ITSM tasks and processes occur in a timely manner.
Resolve and track customer and user issues with ITSM tools.
Maintains a relationship with the customer base (including stakeholders and the CIO Area), continuously gathering feedback concerning ITSM processes.
Ensure the integration and coordination of ITSM processes across the CIO Area.
Recommend to the team the purchase of products and/or services necessary to support ITSM processes.
Participates with vendors for application support and information.
Partner with members of project teams to ensure successful, technically sound project completion - on time, and on budget.
Specialize in the use of the user and administrative interfaces of at least two ITSM applications.
Specialize in the processes surrounding at least two ITSM applications.
Specialize in the audit responsibilities surrounding at least two of the ITSM applications.

Required Knowledge, Skills and Abilities:
Data collection, analysis, and reporting
Interpersonal skills
Communication Skills
Decision making skills
Organization/Planning skills
Process flows
IT Service Management Processes
Systems Development Life Cycle Methodologies

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Job No:
Posted: 2/28/2018
Application Due: 4/29/2018
Work Type: