Job Details

ID #15229870
State Virginia
City Charlottesville
Job type Permanent
Salary USD TBD TBD
Source University of Virginia
Showed 2021-06-08
Date 2021-06-07
Deadline 2021-08-06
Category Software/QA/DBA/etc
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IT Service Management Analyst (ITSM Analyst)

Virginia, Charlottesville, 22902 Charlottesville USA

Vacancy expired!

UVA Information Technology Services is seeking an IT service management (ITSM) Analyst to join our User Experience and Engagement division. The ITSM Analyst assists in the coordination, operation, and implementation of IT Service Management practices and procedures to improve the quality, reliability, and efficiency of IT services across The University of Virginia. ITSM Analysts specialize in several ITSM practices, business analysis functions, and associated applications to improve service delivery and operations. ITSM Analysts also provide technical support and system administration for the CIO areas service management platform (ServiceNow).

Our ideal applicant has ITIL v3 or v4 Foundations certification; experience with QA testing; has implemented and is using the ITIL framework; has some systems administration experience, and/or has worked as an ITSM Analyst utilizing ServiceNow. Candidates experienced in performing these QA and business analyst functions with other toolsets, such as BMC Remedy ITSM/BMC Helix ITSM, SysAid, SolarWinds Service Desk, Salesforce, or other similar systems are also highly encouraged to apply.

Working as part of cross-functional project and operations teams, the ITSM Analyst will be responsible for:
  • Learn and assist in the operational support activities for all ITSM practices within the CIO Area including, but not limited to Incident, Change, and Problem Management practices.
  • Develop and maintain standard ITSM operational procedures.
  • Support business and user needs, gathering and documenting requirements, as well as translating into proper system requirement specifications to yield effective results.
  • Specialize in the use of the user and administrative interfaces for various ServiceNow platform applications.
  • Perform system configuration and administration to include support, for ServiceNow platform applications.
  • Design test plans, test software, systems, and workflows, for errors and verification before and during deployment.
  • Engage with vendors for application support and product improvement information.
  • Leverage ServiceNow platform data and reporting to identify potential improvements, and to support audit responsibilities surrounding a host of platform applications.
  • Maintain relationships with the customer base (including stakeholders and the CIO Area,) through effective collaboration.
  • In addition to the above job responsibilities, other duties may be assigned.

Minimum Requirements:
  • High school diploma and 3 years of experience with IT business systems analysis, quality assurance (QA Analyst experience,) and/or in a directly applicable IT Analyst role.

APPLICATION PROCESS: Please apply through Workday, and search for R0023573. Complete an application online and attach a CV/resume; cover letter is optional. Internal applicants must apply through their UVA Workday profile by searching Find Jobs in the top search bar. Anticipated Hiring Range: $70,000 - $76,000 annually. This position will not sponsor applicants for work visas. The University will perform background checks on all new hires prior to employment.This position will also require an Education Verification. (FSAKA). Questions on the position or application process should be directed to Lauren Jackson, IT Recruiter at

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physicians Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

The selected candidate will be required to complete a background check at time of offer per University Policy.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physicians Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

Vacancy expired!

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