It Service Management Analyst

Full job description Scheduled Hours 40 Position Summary The PPMO & Service Assurance team is dedicated to supporting a culture of strategic alignment, service excellence, and operational efficiency. Under direct supervision of PPMO & Service Assurance leadership, the ITSM Analyst supports the development, maintenance and monitoring of one or more ITSM Practice frameworks. This team member collaborates with and supports multiple IT teams in their adoption and effective utilization of one or more ITSM frameworks, including all associated policies and standard operating procedures. The ITSM Analyst will also develop and maintain metrics and detailed reports and dashboards to support and drive campus-wide adoption of frameworks, policies and procedures. For this role, the scope of IT Service Management may include one or more of the following ITSM Practices: Asset, Change and Configuration Management and CMDB; Incident, Service Request and Problem Management; Knowledge Management; Service Level and Service Catalog Management; Capacity, Availability, Monitoring, Event and Service Continuity Management. Job Description Primary Duties & Responsibilities For assigned ITSM Practices – Frameworks, Policies and Procedures
Collaboratively analyzes utilization of existing IT Service Management processes and tools. Leveraging ITILv4 and other best-practice frameworks, develops ITSM Practice Frameworks including related Policies and Procedures. Develops organization-wide and unit-level Standard Operating Procedures (SOP) related to the implementation and operation of assigned ITSM Practice Frameworks. Participates in ITSM related projects/programs related to assigned ITSM Practices; supports assigned Project/Program Managers. Researches ITILv4 and other best practice frameworks. Supports ServiceNow/ITSM System Admin team to implement specific system updates to support Framework automation and workflows. For assigned ITSM Practices – ITSM Practice Operations
Performs the day-to-day monitoring and oversight of specific ITSM processes (for example, reviewing change requests and change plans). Schedules and facilitates standard review meetings and advisory meetings. For assigned ITSM Practices – Metrics, Reports and Dashboards
Collaboratively determines appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM Practice Frameworks. Effectively utilizes ServiceNow and other ITSM system data to develop and publish reports and dashboards. For assigned ITSM Practices – Organizational Change Management & Documentation
Partners with Organizational Change Management team to identify change impacts and design communications and training that drive adoption. Creates and maintains technical and process documentation of assigned policies and SOPs. Serves as an advocate for ITSM Practice Frameworks and a culture of continuous service improvement. For assigned ITSM Practices – Continuous Service Improvement
Performs post-implementation reviews and validates the results against the specific practice framework and associated SOPs. Supports ITSM Leadership and Internal Audit in the formal audit of one or more ITSM Practices. Effectively utilizes ServiceNow and other ITSM system data to analyze and recommend process improvement opportunities. Creates and/or supports the creation of timely Knowledge Management articles to support process improvement and customer service excellence. Performs other duties as assigned.

Working Conditions The work is normally performed in the offices located across Campus. There will be activities that require trips to many University offices and offsite locations.
Preferred Qualifications Three or more years of experience in supporting ITSM processes; knowledge of ITIL/ITSM best practices. Three or more years of experience using an ServiceNow or similar Platform and discovery tools. Three or more years of experience Technical knowledge of server, application, database, network and storage systems to associate system attributes into the ServiceNow Platform. Three or more years of experience design, development and implementation of automated processes for ServiceNow or other ITSM suite. ITILv3 or later certification. One or more of the following certifications: ISO20000, COBIT, Six Sigma, PMP. Team Skills: Supports teammates at all times and in any way necessary to maintain a productive, energetic, efficient and dynamic WashU IT team. Communicates effectively and frequently both verbally and in writing with other members of the team. Collaborates with other teammates to provide assistance, and expertise, as well as to receive expert input and assistance from others delivering the best solution and experience for the customer. Customer Service: Must possess an aptitude for patience, professionalism, tactfulness and empathy. Must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Ability to quickly defuse stressful or anxious situations. Experience participating in the implementation of processes leveraging the ITSM framework. Experience developing and delivering metrics and reporting. Experience performing continual improvement of processes and services. Excellent organizational and communication skills, both verbal and written. Ability to work independently. Ability to learn quickly and adapt to new circumstances. Ability to work extra hours and adjust schedule and recognize the need to do so. Ability to adjust to changes in priorities and demands on time. Ingenuity and flexibility is expected. Required Qualifications Bachelor's degree in related field plus three years of relevant experience or equivalent combination of education and experience. Relevant experience includes IT Service Management work including incident, problem, asset, change, configuration, knowledge and/or service level management; demonstrated technical and/or business expertise; experience supporting IT service teams with effective utilization of ITSM tools and processes. Grade G14 Salary Range $73,700.00 - $125,900.00 / Annually
The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget. Questions For frequently asked questions about the application process, please refer to our External Applicant FAQ.
Accommodation If you are unable to use our online application system and would like an accommodation, please email or call the dedicated accommodation inquiry number at and leave a voicemail with the nature of your request.
Pre-Employment Screening All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening. Benefits Statement Personal
Up to 22 days of vacation, 10 recognized holidays, and sick time.
Competitive health insurance packages with priority appointments and lower copays/coinsurance.
Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.
WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
Wellness
Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
Family
We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We've got you covered.
WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.
For policies, detailed benefits, and eligibility, please visit:
EEO/AA Statement Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University's policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information. Diversity Statement Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.