IT Service Experience Analyst — Elevate IT Services

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

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