Job postings

University of the Fraser Valley; Abbotsford; On-site; CAD 60,000 - 80,000; Full time

Job summary

The University of the Fraser Valley is seeking a Service Delivery Analyst to enhance client experience through effective service management. This role involves managing service requests, optimizing processes, and collaborating with various teams to ensure technology solutions meet user needs. Candidates should have a diploma in a related field and significant experience in service management.

Benefits

Career and lifestyle benefits

Commitment to diversity and inclusion

Qualifications

• Minimum of four years’ experience in a related position.
• ITIL framework certification is an asset.
• Demonstrated knowledge in service management and process improvement.

Responsibilities

• Manage service requests and facilitate issue resolution.
• Support change, incident, and problem management processes.
• Collaborate across the institution to optimize processes.

Skills

Critical thinking

Communication

Problem solving

Customer service

Education

Diploma in Computer Information Systems, Computer Science, Business

Tools

Visio

Excel

PowerBI

Job description

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 quality,consistency, and responsiveness by supporting systems used to deliver and manageservices for students, faculty, and staff.Reporting to the Manager, Service Delivery, the Service Delivery Analyst contributes tothe development and support of UFV’s 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 processes,tracking assets, and enhancing knowledge access, all through integrated, user-focusedsystems 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
solutions—such as service portals, knowledge bases, and support systems—align withuser needs and institutional goals.

Additionally, the Analyst contributes to the design, configuration, and onboarding of new services within UFV’s ITSM and Enterprise Service Management (ESM) platform,creating integrated, client-focused solutions that connect business needs with systemcapabilities. Working closely with the IT Service Desk and support teams, they ensureservice delivery processes are well-defined, 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 anenterprise-level 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, accuracy,clarity, and quality
• Self-motivated 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 Halq'eméylem-speaking peoples. We express our gratitude and respect for the honour of living and working in Stó:lo Tém:éxw (Stó:lo Land; Stó:lo World). In all that we do, UFV strives to support and honour the Stó:lo peoples goals of self-determination and well-being 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 multi-year 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 BC's top employers, UFV offers a combination of career and lifestyle benefits. Join a team of 1,400 passionate professionals who value integrity, inclusivity and excellence. At UFV, you will serve a vibrant community and shape the future of 15,000 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 self-identification 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 [e-mail]. 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.

Please note: you should receive a confirmation email once you have successfully applied to this position. If you do not, please contact the Njoyn Help Desk at webhelp.njoyn or 1-877-427-7717 Monday to Friday 8am to 8pm (EST).