Service Management Analyst II

Western Governors University•Salt Lake City, UT

2d•Remote

About The Position

The Service Management Analyst II oversees, facilitates, and administers ITIL service support processes within Education Technology (Ed Tech) for the University. This includes service strategy, design, transition, operations, and continual service improvement activities. The Service Management Analyst II will utilize these ITIL processes to eliminate disruptions to the student and staff experience by supporting, training, and improving the overall service management processes. They will work extensively with technology leaders, infrastructure and application support groups, quality engineering teams, security operations, and the Service Desk.

Requirements

Demonstrated track record of delivering results
Demonstrated history of setting and meeting objectives
Ability to succeed in a high-volume environment with fixed deadlines and competing priorities
Ability to identify risks and impact associated with service management processes
Ability to understand the full nature of how changes and problems impact students, faculty, or enterprise
Familiarity with agile product development, DevOps, and ITIL
Ability to effectively manage large meetings
Strong interpersonal and communication skills
Strategic mindset
Ability to understand the broader context of constraints that impact the program
Ability to navigate Service Management tools to perform job related tasks
Ability to assist others on how to utilize Service Management tools
Ability to produce reports and metrics to show effectiveness of the process
Ability to create knowledge articles and other process documentation
Multi-tasking skills with the ability to handle multiple interruptions effectively
Bachelor's Degree in Business, Technology, or a related field
3 years of experience in an ITIL-based service delivery process
3 years of experience designing or leading IT processes and programs
Experience with IT Service Management processes, change, or problem management
ITIL Foundations Certification (v3 or higher)
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Nice To Haves

Certification in Six Sigma, Lean, or other process design approaches
Experience working with ServiceNow ITSM and ITBM platforms
Experience and understanding of all ITIL processes, including how they relate to one another and improve overall Service Delivery
Familiarity with JIRA

Responsibilities

Supports and improves ITIL service management processes as assigned, primarily focusing on Change Enablement.
Ensures that changes to services and products are made with minimal disruption to students and staff.
Participates in enhancing the process to ensure changes can be deployed at any time without compromising performance, experience, or quality.
Sets an objective, measurable bar for quality and helps team achieve it.
Identifies and implements process improvements that will improve ITIL maturity across the entire IT organization.
Initiates corrective and preventative actions as necessary to resolve operational or service level exceptions.
Keeps up with current industry best practices to continually improve the process.
Collects and analyzes statistical data related to the performance and outcome of service support processes.
Collaborates with functional teams and other Service Managers to improve service delivery.
Develops repeatable workflows to ensure predictable delivery of services.
Ensures tool functionality is configured and used appropriately.
Measures operational effectiveness and provides reports to leadership on process compliance and operational activities.
Performs other job-related duties as assigned.