IT Analyst II - ITSM
IT Analyst II - ITSM
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1 Vacancy
Job Description
UCF IT:
UCF IT is the central information technology organization at the University of Central Florida providing technology services and support to faculty staff and students. Reporting to the Vice President for Information Technology and Chief Information Officer UCF IT comprises several key departments including Infrastructure & Operations Telecommunications Enterprise Application Development Information Security Instructional Resources and Client Services. UCF IT collaborates with university stakeholders through governance frameworks and advisory committees to ensure alignment with UCFs strategic goals. With a focus on innovation security and excellent service delivery UCF IT supports the universitys mission of teaching learning research and community engagement.
The Opportunity:
UCF IT is seeking applications for IT Analyst II to support IT Service Management processes Configuration Management Database (CMDB) systems IT asset management service catalog and knowledge bases. This role involves analyzing administering implementing securing maintaining and documenting these systems. Responsibilities include technical writing business process documentation troubleshooting integration design and support for software interfaces and databases.
UCF is seeking to fill multiple roles. Candidates for this job posting will be considered for additional vacancies in this department.
Responsibilities:
Support the design implementation quality control and maintenance of IT systems including but not limited to CMDB asset management IT service management and ticketing systems.
Implement data quality audits and processes to ensure accurate system data.
Collaborate with technical managers subject matter experts and performance analytics developers to identify key metrics reporting and process improvement opportunities.
Research evaluate and recommend solutions to business problems.
Participate in design and development teams implementing process improvement and systems projects and analyze create and develop workflows and operational procedures.
Prepare documentation to support design and business processes.
Write queries and create reports using SQL ServiceNow Performance Analytics and PowerBI.
Coordinate with technical service managers to improve business process documentation knowledge articles and other documents to enhance customer experiences.
Generate reports and dashboards related to asset inventory utilization and compliance.
Identify and recommend improvements to CMDB IT services data quality and support processes.
Develop and maintain documentation for IT processes and procedures.
Provide training and support to IT staff on system usage and best practices.
Participate in IT service management (ITSM) and performance analytics initiatives.
Participate in the development of internship projects and mentor student interns.
Perform other duties as assigned.
Minimum Qualifications:
Bachelors degree and 2 years of relevant experience; or High School Diploma (or equivalent) and 6 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Click here for more information
Preferred Qualifications:
We welcome candidates with any of the following:
Experience working in IT with strong understanding of IT infrastructure components and relationships.
Strong technical writing skills with the ability to document processes.
Experience in a higher education environment.
Advanced Excel skills.
Proficiency in CMDB software (e.g. ServiceNow BMC Helix etc..
Experience with scripting and automation (e.g. PowerShell Python).
Experience with database management.
Experience with API integrations.
ITIL certification preferred.
Excellent analytical and problemsolving skills.
Great communication and interpersonal skills.
Strong organizational skills.
Special Instructions to the Applicants:
This is not a remote position. Up to 12 hybrid workdays per week may be available following a probationary period depending on work duties university and IT policies and supervisor approval.
The anticipated salary range for this position is $56030 Negotiable. The final salary will be determined based on the candidates qualifications experience and internal equity considerations.
Applicant must be authorized to work for any U.S. employer as sponsorship is not available for this position.
UCF is seeking to fill multiple roles. Candidates for this job posting will be considered for additional vacancies in this department.
Are you ready to unleash YOUR potential
As a nextgeneration public research university and Forbesranked top employer in Florida we are a community of thinkers doers creators innovators healers and leaders striving to create broader prosperity and help shape a better future. No matter what your role is when you join Knight Nation youll play an integral role at one of the most impactful universities in the country. Youll be met with opportunities to connect and collaborate with talented faculty staff and students across 13 colleges and multiple campuses engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow youll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and youll have countless rewarding experiences that go well beyond a paycheck.
Working at UCF has its perks!UCF offers:
Benefit packages including Medical Dental Vision Life Insurance Flexible Spending and Employee Assistance Program
Paid time off including annual and sick time off and paid holidays
Retirement savings options
Employee discounts including tickets to many Orlando attractions
Education assistance
Flexible work environment
And moreFor more benefits information view the UCF Employee Benefits Guide.
Unless explicitly stated on the job posting it is UCFs expectation that an employee of UCF will reside in Florida as of the date the employment begins.
#LIONSITE
Department
UCF ITWork Schedule
Monday Friday; 8:00 AM 5:00 PMType of Appointment
RegularExpected Salary
$56030.00 to NegotiableJob Posting End Date
0AMAs a Florida public university the University of Central Florida makes all application materials and selection procedures available to the public upon request.
UCF is proud to be a smokefree campus and an EVerify employer.
If an accommodation due to a disability is needed to apply for this position please callor email .
Required Experience:
IC
Employment Type
Full-Time
