Job Description

Position Summary: The IT Service Management (ITSM) Process and Development Analyst is responsible for defining, implementing and continually improving the ITIL-based service management processes and best practices for managing college IT services. This position combines both process analysis and technical development to improve efficiency and effectiveness of IT service delivery. The ITSM Process and Development Analyst creates and manages service management process flows, while contributing to the development and automation of IT service processes to enhance the reliability, value and efficiency of IT services.

Required Qualifications:

Bachelor’s degree in relevant fields of study. Experience may be substituted for degree.
Minimum of 3-5 years experience with IT Service Management, Process Management and/or ITSM platform development, preferably in higher education.
Working knowledge of ITIL best practices and frameworks.
Ability to drive innovation through insightful ITSM process design to improve quality service delivery.
Knowledge of process analysis, analytics, process modeling and consulting.
Experience with scripting languages (i.e. JavaScript, Python) for automations and process optimizations.
Strong collaboration and communication skills with both technical and non-technical stakeholders.
Proficient in ITSM platforms, with experience in platform configuration and automating processes.
Excellent problem-solving/analytical skills, with attention to detail.
Ability to work independently, prioritize tasks, and deliver results in a dynamic, fast-paced environment.
Preferred Qualifications:

ITIL Intermediate or Practitioner certifications.
Experience with data reporting and analytics tools.
Knowledge of agile process methodologies.
To be considered for this position we will require an application, resume, and cover letter.

*Unofficial transcripts are required for all Adjunct faculty and Faculty positions.



Position Details: Job duties include but are not limited to:

Manage and drive IT Service Management initiatives and process improvements, overseeing all stages from gathering requirements to final delivery.
Analyze, develop and support the ITSM platform integrations, automations, and enhancements in collaboration with stakeholders, Process Owners, and Service Owners.
Serve as technical lead to ensure ITSM solutions are aligned with ITIL standards and institutional priorities, driving process efficiency, service reliability, and consistent customer experience.
Develop and implement best practices, standards, and custom solutions to enhance the delivery, configuration, and support of the ITSM platform.
Provide advanced troubleshooting, lead integration efforts, and support complex technical issues across IT service processes and teams.
Leverage data and metrics to identify process improvement opportunities and collaborate with the ITSM vendor to influence product roadmaps and enhancements.
Develop and maintain ITSM training and documentation resources, and mentor IT staff to ensure effective platform configuration, delivery, and knowledge sharing across the organization.
*Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.