Service Management Analyst II

If youre passionate about building a better future for individuals communities and our countryand youre committed to working hard to play your part in building that futureconsider WGU as the next step in your career.

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The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU it is not typical for an individual to be hired at or near the top of the range for their position and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 406

Pay Range: $79300.00 - $118900.00

Job Description

The Service Management Analyst II oversees facilitates and administers ITIL service support processes within Education Technology (Ed Tech) for the University. This includes service strategy design transition operations and continual service improvement activities. The Service Management Analyst II will utilize these ITIL processes to eliminate disruptions to the student and staff experience by supporting training and improving the overall service management processes. They will work extensively with technology leaders infrastructure and application support groups quality engineering teams security operations and the Service Desk.

Job DutiesSupports and improves ITIL service management processes as assigned primarily focusing on Change that changes to services and products are made with minimal disruption to students and in enhancing the process to ensure changes can be deployed at any time without compromising performance experience or an objective measurable bar for quality and helps team achieve and implements process improvements that will improve ITIL maturity across the entire IT corrective and preventative actions as necessary to resolve operational or service level up with current industry best practices to continually improve the and analyzes statistical data related to the performance and outcome of service support with functional teams and other Service Managers to improve service repeatable workflows to ensure predictable delivery of tool functionality is configured and used operational effectiveness and provides reports to leadership on process compliance and operational other job-related duties as track record of delivering resultsDemonstrated history of setting and meeting objectivesAbility to succeed in a high-volume environment with fixed deadlines and competing prioritiesAbility to identify risks and impact associated with service management processesAbility to understand the full nature of how changes and problems impact students faculty or enterpriseFamiliarity with agile product development DevOps and ITILAbility to effectively manage large meetingsStrong interpersonal and communication skillsStrategic mindsetAbility to understand the broader context of constraints that impact the programAbility to navigate Service Management tools to perform job related tasksAbility to assist others on how to utilize Service Management toolsAbility to produce reports and metrics to show effectiveness of the processAbility to create knowledge articles and other process documentationMulti-tasking skills with the ability to handle multiple interruptions effectivelyMinimum QualificationsBachelors Degree in Business Technology or a related field 3 years of experience in an ITIL-based service delivery process 3 years of experience designing or leading IT processes and programs Experience with IT Service Management processes change or problem management ITIL Foundations Certification (v3 or higher) Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring Qualifications Certification in Six Sigma Lean or other process design approaches Experience working with ServiceNow ITSM and ITBM platforms Experience and understanding of all ITIL processes including how they relate to one another and improve overall Service Delivery Familiarity with JIRA Job Description Disclaimer: This position description provides the major duties/responsibilities requirements and working conditions for the position. It is intended to be an accurate reflection of the current position however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances position requires occasional travel of up to 20% including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences visits to company locations and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical dental vision telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual flexible paid sick time with no need for accrual 11 paid holidays and other paid leaves including up to 12 weeks of parental leave.

How to Apply: If interested an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. Its not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.