IT Service Experience Analyst

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

Job summary

New Mexico State University in Las Cruces seeks an IT Service Experience Analyst to act as the voice of the customer within UTSS, gathering feedback, mapping experiences, and driving improvements across IT services. The role collaborates with stakeholders to enhance service delivery, accessibility, and satisfaction, aligning with IT policies and strategic objectives.

The ideal candidate has an associate or bachelor’s degree with relevant experience, ITIL familiarity preferred, and a standard M-F

Qualifications

• Required education: Associate's Degree + 2 years of relevant experience or Bachelor's degree.

Responsibilities

• Gathers and analyzes customer feedback to improve UTSS services.
• Maps customer journeys and evaluates service delivery processes.
• Collaborates with UTSS teams to enhance service quality and customer satisfaction.
• Ensures customer needs and service value are considered in IT service design and delivery.

Skills

Customer feedback analysis

Process improvement

Mapping customer journeys

Stakeholder collaboration

Education

Associate's degree

Bachelor's degree

Job description

Department Contact: Lizely Madrigal, 575-646-6498, [e-mail]

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. 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

PositionTitle: IT Service Experience Analyst

College/Division: Information Technology

Department: 450618-IT STUDENT TECHNOLOGY & PLANNING

Location: Las Cruces

Offsite Location (if applicable):

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)

If Not a Standard Work Schedule:

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.

Equivalent Qualifications:

Preferred Qualifications:

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.