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.
- 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.
Vacancy expired!