Note: The job is a remote job and is open to candidates in USA. UCSF Health is an academic healthcare organization providing education, research, patient care, and information technology services. The ITSM Analyst designs, implements, manages, and optimizes IT service management processes and systems, including incident, problem, change, service catalog, and service request management. The role also analyzes process performance, supports stakeholders, facilitates reviews, manages documentation and reporting, and drives continual improvement.
Responsibilities
- Oversees the process roadmap and prioritizes the request backlog in support of UCSF’s IT plans/initiatives
- Develops, implements, and oversees ITSM processes including incident management, problem management, change management, service catalog management, and service request management
- Owns processes and related technology configuration design along with documented workflow and data flow diagrams
- Delivers high-quality service focused on responsiveness, assurance, and empathy
- Monitor and analyze ITSM process performance, identifying areas for improvement and implementing enhancements
- Ensures ITSM processes align with Information Technology Infrastructure Library (ITIL) best practices and University goals
- Acquires data from diverse sources, analyzes complexities and inconsistencies to solve problems, and translates information into clear and accurate documentation
- Consults with stakeholders across the University to understand their requirements and ensure that ITSM processes and systems align with their needs
- Leads regular process committee meetings and facilitates process review discussions
- Provides expertise to cross-functional teams in incident, problem, and knowledge reviews and post-mortems
- Develop, implement, and oversee IS service process policies and procedures governing processes to ensure accuracy and completeness
- Drives continual assessments and optimization of IS service processes to ensure that they are meeting the ongoing and evolving requirements of IS and the University
- Designs reports and analyzes data to monitor the effectiveness of ITSM processes and systems for improvement
- Documents ITSM policies, procedures, and workflows to ensure that they are followed
- Implements preventive measures by identifying potential issues early and collaborates with other IS and IT professionals to solve problems and address customer complaints efficiently and effectively
- Makes timely decisions based on analysis and experience to resolve problems and create positive outcomes
- Serves as a technical expert that provides support to other IT areas
- Maintains open and consistent communication with users, particularly during issue resolution and system updates, to ensure users are well-informed about progress and expected completion times
- Leverages latest industry knowledge and best practices to facilitate innovation, identify opportunities for improvement, and support decision-making with ambiguous or unique challenges
- Maintains consistent communication with senior leaders to resolve escalations and provide updates
- Trains personnel to ensure that they are implemented and adopted
- Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF’s campus
- Actively promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work
- Maintains current knowledge of university policy and procedures; effectively, consistently and fairly applies university policy and/or campus/division procedures for assigned area and team members supervised; complies with university, campus and division policies and procedures regarding privacy of information, authorized use of university resources and the security of university systems and data
- Participate in an on-call rotation for high and critical 24x7 incident response as needed
- Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time
Skills
- * Bachelor's 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
- * ITIL Certification
- * 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
Benefits
- Fully Off-Site
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