Location

SAINT LOUIS, MO 63110

Scheduled Hours

40

Position Summary

The End User Experience & Service Management team is dedicated to supporting a culture of strategic alignment, service excellence, and operational efficiency. Under direct supervision of EUX & Service Management leadership, the ITSM Analyst supports the development, maintenance and monitoring of one or more ITSM Practice frameworks. This team member collaborates with and supports multiple IT teams in their adoption and effective utilization of one or more ITSM frameworks, including all associated policies and standard operating procedures. The ITSM Analyst will also develop and maintain metrics and detailed reports and dashboards to support and drive campus-wide adoption of frameworks, policies and procedures. For this role, the scope of IT Service Management may include one or more of the following ITSM Practices: Asset, Change and Configuration Management and CMDB; Incident, Service Request and Problem Management; Knowledge Management; Service Level and Service Catalog Management; Capacity, Availability, Monitoring, Event and Service Continuity Management.

Job Description

For assigned ITSM Practices – Frameworks, Policies and Procedures

• Analyzes utilization of existing IT Service Management processes and tools collaboratively.
• Leverages ITILv4 and other best-practice frameworks, develops ITSM Practice Frameworks including related Policies and Procedures.
• Develops organization-wide and unit-level Standard Operating Procedures (SOP) related to the implementation and operation of assigned ITSM Practice Frameworks.
• Participates in ITSM related projects/programs related to assigned ITSM Practices; supports assigned Project/Program Managers.
• Researches ITILv4 and other best practice frameworks.
• Supports ServiceNow/ITSM System Admin team to implement specific system updates to support Framework automation and workflows.

For assigned ITSM Practices – ITSM Practice Operations

• Performs the day-to-day monitoring and oversight of specific ITSM processes (for example, reviewing change requests and change plans).
• Schedules and facilitates standard review meetings and advisory meetings.

For assigned ITSM Practices – Metrics, Reports and Dashboards

• Determines appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM Practice Frameworks collaboratively.
• Utilizes ServiceNow and other ITSM system data to develop and publish reports and dashboards effectively.

For assigned ITSM Practices – Organizational Change Management & Documentation

• Partners with Organizational Change Management team to identify change impacts and design communications and training that drive adoption.
• Creates and maintains technical and process documentation of assigned policies and SOPs.
• Serves as an advocate for ITSM Practice Frameworks and a culture of continuous service improvement.

For assigned ITSM Practices – Continuous Service Improvement

• Performs post-implementation reviews and validates the results against the specific practice framework and associated SOPs.
• Supports ITSM Leadership and Internal Audit in the formal audit of one or more ITSM Practices.
• Utilizes ServiceNow and other ITSM system data to analyze and recommend process improvement opportunities effectively.
• Creates and/or supports the creation of timely Knowledge Management articles to support process improvement and customer service excellence.

Performs other duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at desk or table
• Repetitive wrist, hand or finger movement
• Ability to move to on and off-campus locations and may occasionally require working evenings and weekends

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Relevant Experience (3 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Minimum Requirements

• Relevant experience includes IT Service Management work including incident, problem, asset, change, configuration, knowledge and/or service level management; demonstrated technical and/or business expertise; experience supporting IT service teams with effective utilization of ITSM tools and processes.

Preferred Qualifications

Education:

No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:

COBIT Certified - Information Systems Audit and Control Association (ISACA), ISO 2000 - International Organization for Standardization (ISO), ITIL Foundations - Axelos Global Best Practice, Lean Six Sigma - American Society for Quality (ASQ), Project Management Professional (PMP) - Project Management Institute (PMI)

Work Experience:

Itil/Itsm Best Practices (3 Years), Supporting Itsm Processes (3 Years), Technical Knowledge Of Server, Application, Database, Network And Storage Systems To Associate System Attributes Into Servicenow Platform (3 Years), Servicenow Or Similar Platform And Discovery Tools (3 Years), Design, Development, And Implementation Of Automated Processes For Servicenow Or It Service Management (Itsm) Suite (3 Years)

Skills:

Adaptability, Communication, Customer Needs Assessments, Customer Service, IT Service Management (ITSM), Learning Quickly, Metrics Development, Metrics Reporting, Oral Communications, Organizing, Prioritization, Process Improvements, Professional Etiquette, Stress Management, Tactfulness, Team Collaboration, Team Dynamics, Teamwork, Working Independently, Written Communication

Grade

G14

Salary Range

$75,200.00 - $128,800.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.