ITSM Analyst
About The Position
The IT Service Management (ITSM) Analyst drives the design, implementation, and optimization of IT service management processes and systems within UCSF. This position is accountable for examining existing processes, identifying areas for improvement, and implementing best practices to enhance efficiency, reduce costs, and enhance the customer experience. The ITSM Analyst will play a vital role in assisting with incident reviews, problem evaluation, the creation and management of knowledge articles, the management of the configuration management database (CMDB), and facilitating the change advisory board (CAB). The role will also assist in service request management and coordinate service catalog processes. The primary duty of the ITSM Analyst is to ensure that IT service management processes and procedures are designed, implemented, and optimized to meet the needs of UCSF and its customers, while also complying with policies and standards set forth by the department. The ITSM Analyst will positively impact UCSF’s operations and culture by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. The ITSM Analyst will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF’s vision while modeling UCSF’s culture and values.
Requirements
- Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union.
Responsibilities
- Drives the design, implementation, and optimization of IT service management processes and systems.
- Examines existing processes, identifies areas for improvement, and implements best practices.
- Assists with incident reviews and problem evaluation.
- Creates and manages knowledge articles.
- Manages the configuration management database (CMDB).
- Facilitates the change advisory board (CAB).
- Assists in service request management.
- Coordinates service catalog processes.
- Ensures IT service management processes and procedures are designed, implemented, and optimized to meet UCSF's needs and comply with policies and standards.
- Ensures IT infrastructure is operable, secure, efficient, and effective.
- Delivers exceptional information technology services comprehensively and consistently.
Benefits
- Benefits are subject to negotiation with the appropriate union.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
