IT Service Experience Analyst

• Job
• Location:
  
  Las Cruces, New Mexico, United States
• Employment:
  Staff Full-time
• Closing at:
  Aug 28 2026 - 23:55 MDT

Lizely Madrigal, , lmadriga

Internal or External Search:
External - Open to all applicants

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 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)

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.

Required

Education and Experience:

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

Preferred Qualifications:

(none specified)

• ITIL is Preferred (ITIL 4 certification preferred)
• Other Certifications in Continual Improvement, Value Stream Mapping, or Service Design

• 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.

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…