Service Management Analyst 4408BR ITS Enterprise Support Finance & Administration
Professional Area: Employment Category: Fulltime Staff Job Function: Information Technology/Systems/ProgrammerWage Band: 120A
Department/College Description Information Technology Services (ITS) is committed to serving the university's information technology needs. We provide development, maintenance, and support for centralized administrative applications, technology infrastructure, and client computing, as well as support and advice for a wide variety of other information technology needs.
Detailed Job Description The Service Management Analyst is responsible for defining, documenting, monitoring and analyzing IT processes within the Information Technology Infrastructure Library (ITIL) framework.
This person is expected to gather and clarify business process issues and requirements. They will be required to analyze and prepare business requirements and process flows, perform gap analysis between as-is and to-be processes, gain consensus, and make recommendations on areas for continual process improvement.
This position reviews service metrics (KPIs) as well as customer feedback to determine success of the processes and recommends and coordinates implementation of changes to ITSM services to improve performance when needed.
In addition, the Service Management Analyst manages incidents of high and critical severities to service restoration as well as the problem efforts that follow.
This position also requires participation in an on-call rotation in order to fulfill incident manager responsibilities.
Required Minimum Qualifications
3 or more years experience managing or serving a lead role on a customer service delivery team.
3 or more years experience managing or participating on a team that owns ITIL functions such as Incident, Problem, or Change management.
3 or more years experience in the direct management of critical or high severity IT incidents.
3 or more years experience in the development or use of metrics to drive continuous improvement
ITIL v3 Foundations trained
Trained in process improvement or service delivery methodologies (Lean, Agile, etc.)
Excellent communication skills (interpersonal, written and verbal)
Excellent collaboration and facilitation skills
Strong customer service skills and the ability to handle high pressure situations
Excellent analytical and problem solving skills
Strong ability to work effectively with technical staff across the university as well as business partners, end users, management, vendors, and executive leadership
Ability to manage projects and tasks independently
ITIL v3 Foundations certification
Additional advanced training in ITIL
Lean Six Sigma certification (Yellow belt or higher)
Some experience with different metrics reporting tools (Tableau, Crystal Reports, etc.)
Some experience with different project management methodologies
Required Application Documents Cover Letter, Curriculum Vitae or Resume
How to Apply In order to be considered for the position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number. The direct link to this posting can be found here: https://sjobs.brassring.com/
Additional Details The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources.RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities.RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, and you wish to discuss potential accommodations related to your application for employment at RIT, please contact the Human Resources office at 585-475-2424 or email your request to Careers@rit.edu.
Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the Great Colleges to Work For. RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.
As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness
RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov
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THE UNIVERSITY AND ROCHESTER COMMUNITY:
RIT is a national leader in professional and career-oriented education. Talented, ambitious, and creative students of all cultures and backgrounds from all 50 states and more than 100 countries have chosen to attend RIT. Founded in 1829, Rochester Institute of Technology is a privately endowed, coeducational university with nine colleges emphasizing career education and experiential learning. With approximately 15,000 undergraduates and 2,900 graduate students, RIT is one of the largest private universities in the nation. RIT offers a rich array of degree programs in engineering, science, business, and the arts, and is home to the National Technical Institute for the Deaf. RIT has been honored by The Chronicle of Higher Education as one of the “Great Colleges to Work For” for four years. RIT is responsive to the needs of dual-career couples by our membership in the Upstate NY HERC.
Rochester, situated between Lake Ontario and the Finger Lakes region, is the 79th largest city in the United States and the third largest metropolitan area in New York State. The Greater Rochester region, which is home to over one million people, is rich in cul...tural and ethnic diversity, with a population comprised of approximately 16% African and Latin Americans and another 7% of international origin. It is also home to the largest deaf community per capita in the U.S. Rochester ranks 3rd among the best metropolitan regions for “raising a family" by Forbes Magazine; 6th among 379 metropolitan areas as “Best Places to Live in America” by Places Rated Almanac; 1st in Expansion Management Magazine’s ranking of metropolitan areas having the best “quality of life in the nation”; and is among Essence Magazine’s “Top 10 Cities for Black Families.”