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 Minimum Level of Education: Bachelor's Degree or Equivalent
Required Specific Degree/Training: Bachelor's degree or equivalent education, training and experience in a related field
Preferred Minimum Level of Education: Bachelor's Degree
Required Minimum Level of Experience: Some - up to 4 years
Required Specific Experience: Must have previously specialized in the use of the user and administrative interfaces of at least one of the ITIL-based ITSM applications Must have previously specialized in the processes surrounding one of the ITIL-based ITSM applications. Must have previously specialized in the audit responsibilities surrounding one of the ITIL-based ITSM applications.
Preferred Minimum Level of Experience: Considerable - 4 to 7 years
Preferred Specific Experience: Successful completion of ITIL Foundations v3 (or higher) Experience in an ITSM process focused role, Experience in a technical application / systems administration role Experience in requirements gathering and analysis
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
Preferred Knowledge, Skills and Abilities: Risk Analysis Leadership skills Management of multiple priorities/multi-tasking skills Presentation skills ServiceNow ITSM Tool end-user and administrator experience.
Required Computer Applications: Microsoft Excel Microsoft Word Microsoft Visio Microsoft PowerPoint Internet/Intranet
Preferred Computer Applications: Microsoft Project Microsoft Outlook
Internal Number: 353_83913
About University of Virginia
Founded by Thomas Jefferson, the University of Virginia opened in 1825 as the nation's first public university. A longstanding dedication to preeminence in both scholarship and teaching; top ranking in global satisfaction, collegiality and work/family issues on the COACHE survey of early career faculty; a commitment to excellence that is integrally connected with diversity and a broad array of benefits make the University of Virginia a prime choice for both faculty and staff. The University of Virginia is located in the small cosmopolitan city of Charlottesville near the Blue Ridge Mountains, 70 miles from Richmond and 110 miles from Washington, D.C. The University of Virginia remains the No. 2 best public university in the 2013 edition of the U.S. News and World Report rankings. In the 14 years since U.S. News began ranking public universities as a separate category, U.Va. has ranked either No. 1 or No. 2. U.Va. continues to rank in the Top 25 among the best of all national universities, public and private.