Information Technology Service Management Analyst

University of California, San Francisco; Brea (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

University of California, San Francisco (UCSF) seeks an ITSM Analyst to design, implement, and optimize IT service management processes and systems. The role includes incident reviews, problem evaluation, knowledge article creation, CMDB management, and CAB facilitation.

You will also support service requests and service catalog coordination to improve efficiency and user experience. In this role, you will help ensure IT services meet policies and standards, contribute to cost reduction, and

Qualifications

• Bachelor’s degree or equivalent in computer science, business, or related discipline.
• 5+ years of IT ITSM or customer experience experience.
• ITIL Certification.
• Advanced knowledge of ITIL best practices.

Responsibilities

• Design, implement, and optimize IT service management processes and systems.
• Assist with incident reviews and problem evaluation.
• Create and manage knowledge articles and CMDB content.
• Facilitate the Change Advisory Board (CAB) and coordinate service catalog processes.
• Support service request management and service catalog workflows.

Skills

Strategic thinking

Leadership

Project management

Communication

Facilitation

Analytical thinking

Problem solving

Risk analysis

Information management

Inclusive leadership

Education

Bachelor’s degree

Job description

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 UCSF’s operations and culture by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. The ITSM Analyst will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF’s vision while modeling UCSF’s 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 UCSF's 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 team's 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 UCSF's mission to advance health worldwide through innovative research.

Qualifications

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 UCSF’s operations and culture by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. The ITSM Analyst will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF’s vision while modeling UCSF’s 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 UCSF's 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 team's 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 UCSF's mission to advance health worldwide through innovative research.

Qualifications

Required Qualifications

• 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.

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)