IT Service Experience Analyst

NMSU Conference Services; Las Cruces (NM); On-site; USD 40,000 - 48,000; Full time

Job summary

New Mexico State University’s Information Technology division is seeking an IT Service Experience Analyst to serve as the voice of the customer within UTSS. You will gather and analyze feedback, map journeys, and work with UTSS teams to improve service quality, accessibility, and satisfaction.

The role requires an Associate's Degree with 2 years of relevant experience or a Bachelor's degree; ITIL certification is preferred and other certifications in Continual Improvement or Service Design are

Qualifications

• Required Education and Experience: Associate's Degree + 2 years of relevant experience or a Bachelor's degree.
• ITIL is Preferred (ITIL 4 certification preferred).
• Other Certifications in Continual Improvement, Value Stream Mapping, or Service Design may be considered.

Responsibilities

• The IT Service Experience Analyst serves as the voice of the customer within UTSS, gathering and analyzing feedback, mapping journeys, and evaluating service delivery processes to enhance quality and satisfaction.

Education

Associate's Degree + 2 years of relevant experience or Bachelor's degree

Tools

ITIL 4 Certification

Continual Improvement Certifications

Value Stream Mapping

Service Design Certifications

Job description

• Job ID: 503948


• Location: Las Cruces, New Mexico, United States


• Employment: Staff Full-time


• Closing at: Aug 28 2026 - 23:55 MDT

Department Contact

Lizely Madrigal, 575-646-6498, [e-mail]

Recruitment Type

Internal or External Search: External - Open to all applicants

Advertising Summary

Serves as the voice of the customer within UTSS by gathering feedback, analyzing user experiences, and collaborating with stakeholders to improve IT services, customer satisfaction, and service delivery outcomes.

Work Authorization

• Must be authorized to work in the United States. Visa sponsorship is not available for this position.


• Individuals who have completed college or university course work at an institution in a country other than the United States must obtain a complete evaluation of foreign transcripts, degrees, and the translation of other relevant employment documents prior to being offered employment at New Mexico State University. A foreign transcript evaluation is required any time foreign course work is used to meet an employment related credential requirement. An evaluation is required even if the foreign course work has been accepted by a college or university in the United States.

Position Details

• Position Title: IT Service Experience Analyst


• College/Division: Information Technology


• Department: 450618-IT STUDENT TECHNOLOGY & PLANNING


• Location: Las Cruces


• Target Hourly/Salary Rate: $43,908.80 - To Commensurate with Experience


• Appointment Full-time Equivalency: 1.0


• FLSA Status: Exempt


• Bargaining Unit Announcement: This is NOT a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).


• Contingent Upon Funding: Not Applicable


• Standard Work Schedule: Standard (M-F, 8-5)

Job Duties and Responsibilities

The IT Service Experience Analyst serves as the voice of the customer within the IT organization, focusing on understanding, measuring, and improving how students, faculty, staff, and other customers interact with University Technology Solutions & Support (UTSS) services. The IT Service Experience Analyst gathers and analyzes customer feedback, maps customer journeys and service experiences, evaluates service delivery processes, identifies continual improvement opportunities, and works with UTSS teams and stakeholders to enhance service quality, accessibility, efficiency, and customer satisfaction. The role ensures customer needs, stakeholder outcomes, and service value are considered when designing, delivering, supporting, and improving IT services in alignment with IT policies, service management practices, and strategic objectives.

Qualifications

Required Education and Experience: Associate's Degree + 2 years of relevant experience or a Bachelor's degree.

Preferred Qualifications: (none specified)

Special Certification/Licensure

• ITIL is Preferred (ITIL 4 certification preferred)


• Other Certifications in Continual Improvement, Value Stream Mapping, or Service Design

Working Conditions and Physical Effort

• Environment: Work is normally performed indoors.


• Physical Effort: Light physical effort. Effort applies to no more than two (2) hours per day.


• Lifting Requirements: Requires heavy physical work; heavy lifting, pushing, or pulling required of objects up to 50 pounds.


• Risk: No or very limited exposure to physical risk.

Recruitment Summary

We are New Mexico’s land-grant institution and a comprehensive research university dedicated to teaching, research public service and outreach at all levels. NMSU is a welcoming community of talented faculty, staff and students who are working together to make a difference. We are a NASA Space Grant College, a Hispanic-serving institution (HSI), a minority-serving institution (MSI) and home to the first Honors College in New Mexico. We offer an accessible education that shapes bright futures.

NMSU provides learning opportunities to a diverse population of students and community members at four campuses, Cooperative Extension offices located in each of New Mexico’s 33 counties, 12 research and science centers, and through distance education.

NMSU Global Campus Since 1888, NMSU has proudly embodied this tradition, building relationships that last a lifetime while serving students who want to earn their degree and grow in their field. Today, NMSU Global Campus provides flexible, career-focused online education that helps our students transform their lives – and the lives of the people they love – through over 70 degree and certificate programs, skill-building microlearning courses, and career and talent development.

NMSU Main Campus Located in Las Cruces, NM, New Mexico State University's 900-acre main campus is located at the crossroads of I-10 and I-25 in the Southwestern United States. As a thriving center of higher education, deeply rooted in the regional tradition, its role as a comprehensive university is recognized throughout the state.

Doña Ana Community College Founded in 1973 in collaboration with local school districts to support occupational education, DACC is now a leading community college that provides transformative educational opportunities that meet the workforce needs of Doña Ana County. With a focus on access, innovation and excellence, DACC offers over ninety degrees and certificates, adult education, specialized workforce training, and small business assistance.

Alamogordo Campus Established in 1958 to serve the needs of the airmen and families stationed at Holloman Air Force Base located only 10 miles west of Alamogordo, NMSUA is a community college with a long history of excellence that is supported by a caring community of hard-working students and dedicated faculty and staff. The campus is situated "on the hill" above Alamogordo and provides inspiring views of the city and the Tularosa Basin, offering the perfect venue for creative and motivated learning.

Grants Campus NMSU Grants was established as a branch of New Mexico State University in 1968 through the cooperative efforts of New Mexico State University and Grants Municipal Schools. As a two-year branch community college, NMSU Grants serves the local communities in Cibola and McKinley counties, including the Pueblos of Acoma, Laguna, and Zuni, as well as Tohajiilee, San Mateo, San Rafael, Cubero, the City of Grants, and the Village of Milan.

EEO Statement

New Mexico State University does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, marital status, disability, genetic information, age, military service, or other non-merit factor.

Requesting an Accommodation

Individuals with disabilities are encouraged to apply. In compliance with the Americans with Disabilities Act (ADA), the Rehabilitation Act of 1973, and New Mexico State University policy, if you have a disability and would like to request an accommodation in order to apply, interview, or complete onboarding for a position with New Mexico State University, or if you cannot use the online application system, please visit our Accessibility & Accommodations page to initiate an accommodation request.