It Service Management Analyst (Information Technology Consultant - Career) - Information Technolo...

Working Title

Service Management Analyst 

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.  Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus.  Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect  Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" in the California State University's Conflict of Interest Code.  The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

Information Technology Services 

Appointment Type

This is a one year probationary position.

Time Base

Full-Time (1.0)

Work Schedule

Monday through Friday, from 8:00 am to 5:00 pm

Anticipated Hiring Range

$5,667.00 - $6,029.00 Per Month ($68,004.00 - $72,348.00 Annually)

Salary is commensurate with experience.

Position Summary

Reporting to the Director of Service Management, the incumbent is an Information Technology Service Management (ITSM) Analyst within Information Technology Services (ITS) and is responsible for Information Technology (IT) Knowledge Management and assisting in ITSM process improvement.

The ITSM Analyst is responsible for designing, building, and curating IT Knowledge Base repository. They will analyze IT Service workflows and identify opportunities to develop a user-centric support experience. This role embraces self-service and strives to help end-users to be self-sufficient whenever possible.

The incumbent works closely with other ITS teams to guide and enhance service performance improvement opportunities. This includes collaborating with other teams on knowledge base articles, satisfaction survey configurations, and presentations for departmental meetings.

The IT Service Management Analyst plays a key role in implementing service improvement initiatives. The incumbent applies their customer service expertise and ITIL understanding to assist in the development of scalable IT service definitions, "run books", and knowledge base articles. They will identify ways to expand ITS's service management program and works to drive process maturity.

The IT Service Management Analyst is required to assist in communications to customers about potential service outages. The incumbent is required to assist the Service Desk team to meet service level agreements during times of high volumes of support requests.

Position Information

IT Knowledge Management

- Define the knowledge management strategy for our IT knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill levels2019

- Develop IT Service Catalog to focus on user-centric support

- Coach and develop authors from ITS teams to gather information and build support experiences

- Analyze IT services with high volume support needs and identify paths to self-service. (knowledgebase articles, videos, and service improvements)

- Identify paths to increase a culture of knowledge-sharing across campus IT staff

- Establish writing standards based on industry best practices

- Build and develop a curation strategy to ensure articles that are incorrect, outdated, or irrelevant are retired

IT Service Management Development

- Conduct periodic assessments and reviews of the entire IT Service Management process

- Work with ITS teams in creating and maintaining IT operational workflows, knowledge documents, reports, web content, and communications to IT and business customers

- Coordinate the development of IT Service Definitions and Runbooks

- Analyze IT support requests and identify tiered support requirements

- Assist in the development of Service Now to match campus IT Service offerings

- Assist the Director of Service Management to develop IT Service Reviews to ensure service offerings are properly supported

IT Service Desk Support and Communication

- Provide ITS end user communication during incidents and times of IT change, as required

- Provide Service Desk support by answering calls and service requests, as required

Other duties as assigned

Minimum Qualifications

To enter this classification, a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. This foundation would normally be obtained through a bachelor's degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems.

The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard
applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.

Preferred Qualifications

Bachelor's Degree in an Information Technology, Learning Technologies, Training & Development, or related field; or proven success and leadership as a technical support analyst
Minimum 2 years' experience in IT Customer Support or Service Management 
Minimum 1 year experience with Agile Scrum
Minimum 1 year administration experience with ITSM application (ideally ServiceNow)
Ability to balance multiple priorities with varying scope and timing
Ability to document a business process and identify improvement opportunities
Proficient with Microsoft Office products
Proficient in Incident Management, Request Management, Change Management, Configuration Management
Basic understanding of vendor management
Proven success in customer support
Excellent analytical and problem-solving skills
Exceptional professional and technical writing skills
Basic understanding of project management functions
Exceptional interpersonal skills and an ability to relay technical information effectively to non-technical users
Very strong ability to reason logically and creatively to identify and resolve problems by understanding high level direction, outlining technical approach, and implementing scalable solutions
Function effectively as a lead member of a team
Participate in activities will contribute to the accomplishment of team objectives
ITIL Foundation certification combined with functional ITIL experience

Environmental/Physical/Special

May need to work weekend and/or early morning / night hours for special projects.

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Benefits

Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions.  SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

Employment Requirement

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so.  Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to hr@campus.edu.

CSUEU Position 

Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

Additional Information

SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).

Thank you for your interest in employment with California State University (CSU).  CSU is a state entity whose business operations reside within the State of California.  Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception.  While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.