Service Lead Berkeley IT

About Berkeley

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom, and belonging makes it a special place for students, faculty, and staff, who are among the most talented and accomplished anywhere, including Nobel laureates, Pulitzer Prize winners, and Mac Arthur Fellows. Since our founding in 1868, we have been an engine for innovation - driving intellectual, economic, and social progress that benefits California, the U.S., and beyond.

Together, we change the world.

At Berkeley, the best careers are built on a foundation of continuous learning and growth. We actively support professional development by providing all full-time staff employees with at least 80 hours of paid time per year and provide space for supportive colleague communities via numerous employee resource groups.

We invite applicants who are inspired by our Principles of Community and who are eager to be part of our exciting Strategic Plan, which charts Berkeley's next era of excellence.

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The Information Management & Workflow team provides electronic document imaging and workflow management to the entire campus. As part of the Productivity and Collaboration Services (PCS) group within Berkeley IT's Campus IT Experience unit (CITE), the team delivers technologies and software that support the academic and research missions of university students, faculty, and staff.

Currently experiencing a period of strategic growth, the team supports both SaaS and on-premise enterprise applications, as well as complex integrations with a variety of campus systems. Moving forward, departments within the PCS group will continue to closely collaborate and coordinate application administration and technical support functions.

The Service Lead leads service management and coordinates service operations for one or more Productivity and Collaboration services, including eSignature (Docu Sign) and ArcGIS, which are used by UC Berkeley's 42,000 students and over 15,000 faculty and staff on a daily basis. This position is responsible for maintaining service roadmaps, ensuring high quality support, managing vendor relationships, change management, communications and documentation.

This role involves technology-based analysis of business practices, processes and problems; developing solutions which may involve process design, data and information architecture, policy or procedural changes; creating specifications for systems to meet requirements; validating requirements against needs; designing details of automated systems; developing training materials for system implementation; planning and executing unit integration and end-user acceptance testing; and may develop user interface design.

Additionally, this position may lead cross-functional teams to solve complex business or systems issues and ensures operational continuity by acting as a critical backup for other Business Systems Analysts on the team.

The First Review Date for this job is: 8/26/2026

• Serves as the business systems analysis and service coordination lead for one or more campus wide Productivity and Collaboration services.
• Applies business analysis and IT service management concepts to identify, evaluate and define complex systems scope and objectives with an understanding of applicable business practices, processes, systems and industry standards to meet campus user needs. Activities include:
  • Engage with key stakeholders, software consortia, and relevant campus and IT governance groups in order to assist Service Portfolio Manager in development and maintenance of service strategies.
  • Create/negotiate service and operating level agreements.
  • Identify and advocate for appropriate support resources needed to deliver service within established service levels.
  • Establish and maintain support model and service documentation (e.g., knowledge base, training sessions / workshops, consultations, web-presence, etc.).
  • Implement support processes, key performance indicators, and partnerships/contracts are in place to deliver the service within established service levels.
  • Monitor and report on critical success factors and key performance indicators of the service.
  • Manage service communications to stakeholders, constituents, and "customers"; and coordinate feedback from the community regarding future directions.
  • Participate in incident/problem management.
  • Coordinate and provide direction to student employees supporting service operations.
  • Establish and document partnerships via MOU
  • Ensure continuity of operations
  • Maintain Service Catalog entry.
  • Engage with vendor representatives/other higher education institutions to advocate for the needs of our community.
  • Exercises the utmost discretion and maintains confidentiality when handling sensitive or non-public employee, student,…