Service Management Analyst (Analyst, Senior, Or Lead) - Enterprise Service Management Office

Service Management Analyst (Analyst, Senior, or Lead)
Enterprise Service Management Office - University of Illinois at Urbana-Champaign
Technology Services is seeking Service Management Analysts, Senior Service Management Analysts, or LeadService Management Analysts to join our team. The Service Management Analyst will have responsibilities for owning, maturing, training, and implementing ITIL processes throughout the Urbana-Champaign campus. Our mission is to improve the quality and consistency of Service Delivery in a decentralized IT Environment. Fully remote work may be possible for this position per the University's Workplace Flexibility policy.
Why Work at Technology Services?
Highlights of Employee Benefits
Job Summary
Improve process effectiveness and efficiency of the IT Service Management processes across campus. Guide continual service improvement by facilitating and implementing industry best standards to be used by enterprise IT services throughout the service lifecycle.
Duties & Responsibilities
Service Management

• Develop and maintain IT Service Management frameworks, guidelines, practices, and processes
• Assist in the configuration and recommendation of Service Management tools
• Assist in maintaining the Enterprise IT Service Catalog and related data

Reporting & Compliance

• Assist in the creation of key performance indicators around service performance and process adherence
• Develop and report on the performance of IT services
• Develop and report on the process adherence of IT Services

Consulting & Training

• Provide consulting regarding IT Service Management best practices and processes
• Build and deliver training programs for IT Service Management

Senior & Lead Levels Only: Prepare and maintain an IT Service Management continuous improvement roadmap
Lead Level Only: Serve as a mentor and coach for those in IT Service Management roles
Minimum Qualifications

• All Levels: Bachelor's degree in a field related to the position.
• Service Management Analyst Level: One year of professional experience in Service Management, business analysis, process analysis, or related.
• Senior Service Management Analyst Level: Three years of professional experience in Service Management, business analysis, process analysis, or related.
• Lead Service Management Analyst Level: Five years of professional experience in Service Management, business analysis, process analysis, or related.

Preferred Qualifications

• Bachelor's degree in IT, information sciences, or business processes.
• Experience in participating in diverse workgroups.
• One year of experience in technical IT field in higher education. (Three years preferred for Senior level; five years preferred for Lead level.)
• Service Management ITIL Certification.
• Process Improvement Lean and/or Six Sigma Certification.

Knowledge, Skills & Abilities
Demonstrated logical and systematic problem solving skills. Demonstrated excellent written and oral communication skills. Demonstrated ability in effective communication and collaborating in a high performance team environment. Demonstrated commitment to customer service.
Appointment Information
This is a 100% full-time Civil Service 5002 - Program Coordinator position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. The salary range starts at $65,000.00 for Service Management Analyst, at $75,000.00 for Senior Service Management Analyst, and at $85,000.00 for LeadService Management Analyst. Salary is commensurate with experience. Sponsorship for work authorization is not available for this position.
For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.
Application Procedures & Deadline Information
Applications must be received by 6:00 pm (CST) on January 3, 2024. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered.
To complete the application process:
Step 1) Submit the Staff Vacancy Application using the"Apply Now" button at the top of the page.
Step 2) Submit the Voluntary Self-Identification ofDisability forms.
Step 3) Upload your cover letter,resume (months and years of employment must be included), and names/contact informationfor three references.
If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Dallas Johnson at dallas1@illinois.edu. For questions regarding the application process, please contact 217-333-2137.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.
Requisition ID: 1021005
Job Category: Administrative
Apply at: https://jobs.illinois.edu