ITSM Analyst

Certain terms and conditions of employment for this position including the rate of pay benefits etc. are currently subject to negotiation with the appropriate union

The IT Service Management (ITSM) Analyst drives the design implementation and optimization of IT service management processes and systems within UCSF. This position is accountable for examining existing processes identifying areas for improvement and implementing best practices to enhance efficiency reduce costs and enhance the customer experience. The ITSM Analyst will play a vital role in assisting with incident reviews problem evaluation the creation and management of knowledge articles the management of the configuration management database (CMDB) and facilitating the change advisory board (CAB). The role will also assist in service request management and coordinate service catalog processes.

The primary duty of the ITSM Analyst is to ensure that IT service management processes and procedures are designed implemented and optimized to meet the needs of UCSF and its customers while also complying with policies and standards set forth by the department.

The ITSM Analyst will positively impact UCSFs operations and culture by ensuring UCSFs IT infrastructure is operable secure efficient and effective in service of the Universitys mission. The ITSM Analyst will advance the Universitys mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSFs vision while modeling UCSFs culture and values.

Department Overview:

University of California San Francisco (UCSF) is distinguished as a leading academic healthcare organization home to groundbreaking discoveries world-class education and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure assuring the technical services that enable the academic medical and research missions of the organization. Beyond a focus on maintaining systems and resolving issues we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services regardless of the hour or complexity of the issue.

The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSFs customers and IT services is smooth and positive thereby facilitating crucial academic medical and research endeavors. The team includes IT Service Management responsible for ensuring the right processes people and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design deployment and upkeep of desktop computers providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct hands-on assistance for hardware or software issues effectively minimizing downtime and maximizing productivity. The Service Desk serving as the primary contact for users facing IT issues delivers prompt remote solutions or escalates problems as needed allowing researchers to focus on their groundbreaking work. The Customer Experience teams overall aim is to provide a seamless user experience swift resolution of issues minimal downtime and to align IT services with the broader objectives of UCSFs mission to advance health worldwide through innovative research.

REQUIRED QUALIFICATIONS

• Bachelors degree or equivalent combination of experience/training in one or more of the following fields: computer science business or related discipline
• 5 years of experience in information technology or IT Service Management/Customer Experience
• ITIL Certification
• Advanced knowledge of ITIL best practices and application of concepts.
• Expert skills in facilitation consulting and relationship building with demonstrated ability to coach influence and provide strategic thinking to managers and groups at all levels.
• Advanced verbal written communication and presentation skills.
• Demonstrated ability to learn quickly reason synthesize and generalize based on information obtained; sound judgment; ability to draw unbiased conclusions.
• Advanced ability to focus on priorities strategies and vision.
• Advanced experience working in a project-based environment including the ability to report on project status evaluate project risks and escalate project issues. Experience with risk analysis frameworks. Knowledge of information management.
• Demonstrated analytical problem-solving project planning and implementation skills with extensive experience uncovering root problems and scoping solutions based on available resources and timelines. Seeks information from diverse sources to inform solutions and makes decisions with integrity.
• Advanced experience providing inclusive leadership and cultivating an inclusive environment that values equity diversity inclusion and belonging.

REQUIRED CERTIFICATIONS

• ITIL Certification

PREFERRED QUALIFICATIONS

• Knowledge about local state and federal regulations related to Information Technology (IT) systems privacy laws safety standards and service level agreement adherence. Demonstrated discipline recognizing and handling confidential and sensitive information with proven ability to provide detailed information and summaries to management.
• Experience in complex higher education environments serving academic medical and research and administrative functions of a large public university.

• Certification

  • ITIL Practice Manager (or equivalent)
  • Lean Six Sigma certification
  • Knowledge-Centered Service Certification