Analyst, Service Delivery

Job Summary

The Service Delivery Analyst supports the implementation and continuous improvementof systems tools and practices that enhance the client experience at the University ofthe Fraser Valley (UFV). This role plays a key part in advancing service qualityconsistency and responsiveness by supporting systems used to deliver and manageservices for students faculty and to the Manager Service Delivery the Service Delivery Analyst contributes tothe development and support of UFVs client experience program by leveraging bestpractices from IT Service Management (ITSM) IT Infrastructure Library (ITIL) and otherservice frameworks. Responsibilities include managing service requests facilitatingissue resolution supporting change incident and problem management processestracking assets and enhancing knowledge access all through integrated userfocusedsystems designed to improve the client experience.

Collaborating across the institution the Analyst researches analyzes and implementssolutions to optimize processes improve operational efficiency and enhance servicedelivery. With strong critical thinking and communication skills they ensure technology
solutionssuch as service portals knowledge bases and support systemsalign withuser needs and institutional goals.

Additionally the Analyst contributes to the design configuration and onboarding of new services within UFVs ITSM and Enterprise Service Management (ESM) platformcreating integrated clientfocused solutions that connect business needs with systemcapabilities. Working closely with the IT Service Desk and support teams they ensureservice delivery processes are welldefined scalable and effectively supported.

Qualifications

• A diploma in Computer Information Systems Computer Science Business or relatedfield is required.
• Minimum of four (4) years experience in a related position with preferable experience ina service management business analysis or application analyst role.
• Information Technology Infrastructure Library (ITIL) framework certification is an asset.
• Completed courses in business/process analysis or project management are an asset.
• Demonstrated knowledge in requirements elicitation workflow modeling gap analysis business process improvement and service management
• Demonstrated knowledge in workflow modeling tools such as Visio Experience with anenterpriselevel ITSM tool is preferred
• Experience with reporting of metrics creation of reporting dashboards and intermediateto advanced knowledge of Excel pivot tables and/or PowerBI or other reporting platform
• Exemplary written and verbal communication skills with an attention to detail accuracyclarity and quality
• Selfmotivated problem solver with critical thinking skills and a desire to identify issuesand formulate solutions that reduce risk and align with organizational strategies
• Demonstrated ability to provide positive and proactive communications and customerservice to users vendors and other key stakeholders
• Ability to work effectively as a member of a team
• Demonstrated commitment to continuous learning and professional development.

About UFV

The University of the Fraser Valley is located on the traditional territory of the Halqemylemspeaking peoples. We express our gratitude and respect for the honour of living and working in St:lo Tm:xw (St:lo Land; St:lo World). In all that we do UFV strives to support and honour the St:lo peoples goals of selfdetermination and wellbeing on these lands. A commitment to Indigenization and Reconciliation is core to our institutional Vision and Integrated Strategic Plan: IYAQAWTXW which means House of Transformation. This commitment includes the goal of centering Indigenous ways of knowing throughout our organization recognizing our responsibilities to community and a multiyear plan to increase the number of Indigenous faculty staff and administrators working at UFV.

UFV has campus locations in Abbotsford Chilliwack Mission and Hope in the beautiful British Columbia and in Chandigarh India. Recognized as one of BCs top employers UFV offers a combination of career and lifestyle benefits. Join a team of 1400 passionate professionals who value integrity inclusivity and excellence. At UFV you will serve a vibrant community and shape the future of 15000 students.

Indigenization equity and diversity are essential to our work as a university. A diverse community fosters the inclusion of voices that have been historically underrepresented and marginalized. At UFV we are committed to recruiting a diverse workforce that represents the community we proudly serve. We encourage applications from Indigenous peoples members of groups that experience discrimination due to race colour place of origin ancestry and/or religion persons who identify as women and 2SLGBTQ and persons with disabilities. We invite applicants to complete a confidential selfidentification survey as part of the application process. All questions are voluntary with an option to decline to answer. Information will be used to support efforts to broaden the diversity of the recruitment process and results are not shared with the selection committee. Inquiries about the survey may be directed to Learn more about our commitment to diversity and inclusion.

All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority. In an effort to be both environmentally and fiscally responsible UFV will contact only candidates receiving an interview. We thank all applicants for considering UFV for employment. Shortlisted applicants may be required to undergo a criminal record check and/ or a verification of their education credentials.

UFV is committed to the principle of equity in employment.