IT Service Experience Analyst
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
- Must be authorized to work in the United States
- Associate's Degree + 2 years of relevant experience or a Bachelor's degree
- Individuals who have completed college or university course work at an institution in a country other than the United States must obtain a complete evaluation of foreign transcripts, degrees, and the translation of other relevant employment documents prior to being offered employment at New Mexico State University. A foreign transcript evaluation is required any time foreign course work is used to meet an employment related credential requirement. An evaluation is required even if the foreign course work has been accepted by a college or university in the United States.
Nice To Haves
- ITIL 4 certification preferred
- Other Certifications in Continual Improvement, Value Stream Mapping, or Service Design
Responsibilities
- Serves as the voice of the customer within UTSS
- Gathers feedback
- Analyzes user experiences
- Collaborates with stakeholders to improve IT services, customer satisfaction, and service delivery outcomes
- Gathers and analyzes customer feedback
- Maps customer journeys and service experiences
- Evaluates service delivery processes
- Identifies continual improvement opportunities
- Works with UTSS teams and stakeholders to enhance service quality, accessibility, efficiency, and customer satisfaction
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
