Sr IT Service Delivery Analyst

University of Rochester • Town of Brighton, NY

23h

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Provides leadership in analyzing, designing, and optimizing IT service delivery processes and solutions. The role prioritized Incident and Request Management (Service Desk break/fix and requests), the Service Catalog, and the ISD intranet portal. Secondary focuses included knowledge management, performance reporting, business continuity (with emphasis on Service Desk resilience),and support for the Assistant Director. The analyst bridges customer needs and technical solutions to deliver a reliable, customer-centric IT experience aligned with organizational goals.

Requirements

• Associates Degree in related discipline required
• 3 years of relevant experience required
• Equivalent combination of education and experience required
• 1 year of supervisory or management experience required
• Strong attention to detail required
• Strong communication skills; strong organizational and follow-up skills; ability to independently prioritize work required
• Ability to provide after-hours on-call support required
• Familiarity with Meaningful Use (ARRA) as well as HIPAA, JCAHO and other regulations required
• Skilled in using Microsoft software, specifically Office related collaboration tools preferred

Nice To Haves

• Bachelor’s degree in related discipline preferred
• Experience in higher education field, medical, technical or healthcare setting preferred
• Experience with project management methodologies, including Agile, from planning through implementation preferred

Responsibilities

• Incident and Request Management Lead and optimize Service Desk break/fix incident and routine request workflows to ensure timely resolution and customer satisfaction. Streamline break/fix ticket handling across intake, triage, assignment, resolution, and closure. Support Service Desk leads/supervisors during escalations for complex break/fix tickets and standard requests; act as a senior analyst/SME and coordinator (not the primary escalation owner).
• Service Catalog & ISD Intranet Portal Optimization Enhance service accessibility and usability through a well-maintained catalog and intuitive portal experience. Maintain accurate service definitions, SLAs, and ownership details in the Service Catalog. Improve ISD intranet portal usability and self-service capabilities, integrating advanced features like chatbots and single sign-on for seamless customer experience.
• Performance Reporting & Analytics Provide actionable insights through data-driven reporting to improve efficiency and scalability. Define and monitor KPIs such as MTTR, FCR, CSAT, and capacity metrics. Develop dashboards and reports to provide actionable insights for operational efficiency and scalability.
• Business Continuity & Risk Management Ensure Service Desk resilience and IT continuity through proactive planning and recovery readiness. Prioritize Service Desk resilience within the broader IT continuity strategy. Validate recovery procedures and maintain Service Desk-specific runbooks, including failover steps, key contacts, and recovery checklists. Participate in disaster recovery exercises focused on Service Desk continuity while collaborating with infrastructure, network, security, and application teams. Monitor disaster recovery readiness by tracking elapsed time in practice drills versus target recovery times for both Service Desk and departmental systems.
• Knowledge Management & Continuous Improvement Foster a culture of knowledge sharing and continuous improvement to empower faster resolutions and better service. Govern and maintain knowledge resources, ensuring accuracy and accessibility for faster resolutions and self-service. Promote best practices and lead initiatives to improve system functionality and team productivity.
• Support Assistant Director & Stakeholder Engagement Collaborate with leadership and stakeholders to align service delivery with organizational goals. Act as a liaison between IT leadership, business stakeholders, and technical teams to align service delivery with organizational goals. Assist the Assistant Director in governance, planning, and strategic initiatives.
• Participates in On-Call rotation
• Other duties as assigned.

What This Job Offers

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