IT Service Experience Analyst

New Mexico State University • Las Cruces, NM

1d • Onsite

About The Position

Serves as the voice of the customer within UTSS by gathering feedback, analyzing user experiences, and collaborating with stakeholders to improve IT services, customer satisfaction, and service delivery outcomes. The IT Service Experience Analyst gathers and analyzes customer feedback, maps customer journeys and service experiences, evaluates service delivery processes, identifies continual improvement opportunities, and works with UTSS teams and stakeholders to enhance service quality, accessibility, efficiency, and customer satisfaction. The role ensures customer needs, stakeholder outcomes, and service value are considered when designing, delivering, supporting, and improving IT services in alignment with IT policies, service management practices, and strategic objectives.

Requirements

• Associate's Degree + 2 years of relevant experience or a Bachelor's degree
• Authorized to work in the United States
• Foreign transcript evaluation required if foreign coursework is used to meet credential requirements

Nice To Haves

• ITIL 4 certification
• Other Certifications in Continual Improvement, Value Stream Mapping, or Service Design

Responsibilities

• Gathering feedback
• Analyzing user experiences
• Collaborating with stakeholders to improve IT services, customer satisfaction, and service delivery outcomes
• Mapping customer journeys and service experiences
• Evaluating service delivery processes
• Identifying continual improvement opportunities
• Enhancing service quality, accessibility, efficiency, and customer satisfaction
• Ensuring customer needs, stakeholder outcomes, and service value are considered when designing, delivering, supporting, and improving IT services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree