ITSM Lead Analyst​/Programmer

ITSM Lead Analyst/Programmer

Join our team at the California State University, Office of the Chancellor, and make a difference in providing access to higher education. We are currently seeking experienced candidates for the position of ITSM Lead Analyst/Programmer. The CSU Chancellor's Office, located on the waterfront adjacent to the Aquarium of the Pacific in downtown Long Beach, is the headquarters for the nation's largest and most diverse system of higher education.

CSU Classification Salary Range: $87,408 - $127,332 per year (Step 1 - Step 20). The anticipated salary hiring range is up to $127,332 per year, commensurate with qualifications and experience. Step placement upon appointment is not expected to exceed Step 20 ($127,332 per year). Future increases, including step advancement, are subject to contract negotiations.

Flexibility to telecommute two days a week, with three days on‑site at the main headquarters in Long Beach, California.

• Comprehensive Health, Dental, and Vision Benefits
• 15 paid holidays a year
• Tuition waiver education program (also applies to eligible family members)
• Membership in the California Public Employees Retirement System (PERS)
• More details here:
  Comprehensive Benefits Package

Software Developer III

The California State University, Office of the Chancellor, is seeking an ITSM Lead Analyst/Programmer to be responsible for providing lead support for the Information Technology Service Management (ITSM) application (Service Now) and for integration with other platforms. The position will also provide mobile‑friendly web application development and support for customers at the Chancellor's Office (CO). This position will work closely with customers to determine their needs, define technical requirements, and provide solutions based upon business and technical requirements.

Under the general direction of the Associate Director, Productivity Services, the ITSM Lead Analyst/Programmer will perform duties as outlined below:

• Participate in project planning and preparation, including identifying business and technical requirements.
• Design functionality based on business and technical requirements.
• Lead project‑planning meetings and provide input into planning and execution of the projects.
• Install and test applications.
• Lead secondary ITSM resources by providing training and guidance on basic and advanced system features, modules, and applications.
• Provide training to customers to ensure effective use of the ITSM (Service Now) application.
• Provide ongoing system administration for the ITSM (Service Now) application, including monitoring, testing, quality assurance, upgrades, and patches.
• Provide ongoing support for web and mobile applications, including testing, quality assurance, upgrades, and patches.
• Implement approved application changes per requests.
• Troubleshoot and resolve all user web and mobile application problems.
• Maintain an application delivery methodology.
• Provide a test/development environment for web/mobile application upgrades, testing, and implementation.
• Work closely with technical staff to ensure project quality.
• Manage web and mobile application security, including user authorization, control over access, and other security measures.
• Document all ITSM, mobile, and web applications, including the code, the functionality, change management, and version control.
• Consult with technical staff and management as needed.
• Adhere to ITS security policies and guidelines in the daily performance of web and mobile application development and support activities.
• Working with CO and systemwide users to ensure delivery and acceptance of solutions.
• Responsible for any other duties as assigned.
• Responsible for keeping current in the industry, including technology changes, trends, and best practices.
• Responsible for addressing any technical operations concerns with the appropriate supervisor.

• Bachelor's degree or equivalent combination of education and experience.
• Five years of experience providing enterprise systems support for ITSM applications, business processes, workflows, and reporting.
• Five…