IT Service Management Analyst - WUIT

Location SAINT LOUIS, MO 63110 Scheduled Hours 40

The End User Experience & Service Management team is dedicated to supporting a culture of strategic alignment, service excellence, and operational efficiency. Under direct supervision of EUX & Service Management leadership, the ITSM Analyst supports the development, maintenance and monitoring of one or more ITSM Practice frameworks. This team member collaborates with and supports multiple IT teams in their adoption and effective utilization of one or more ITSM frameworks, including all associated policies and standard operating procedures.

The ITSM Analyst will also develop and maintain metrics and detailed reports and dashboards to support and drive campus-wide adoption of frameworks, policies and procedures. For this role, the scope of IT Service Management may include one or more of the following ITSM Practices:
Asset, Change and Configuration Management and CMDB;
Incident, Service Request and Problem Management;
Knowledge Management;
Service Level and Service Catalog Management;
Capacity, Availability, Monitoring, Event and Service Continuity Management.

Primary

Duties & Responsibilities:

For assigned ITSM Practices – Frameworks, Policies and Procedures Analyzes utilization of existing IT Service Management processes and tools collaboratively. Leverages ITILv4 and other best-practice frameworks, develops ITSM Practice Frameworks including related Policies and Procedures. Develops organization-wide and unit-level Standard Operating Procedures (SOP) related to the implementation and operation of assigned ITSM Practice Frameworks. Participates in ITSM related projects/programs related to assigned ITSM Practices;

supports assigned Project/Program Managers. Researches ITILv4 and other best practice frameworks. Supports Service Now/ITSM System Admin team to implement specific system updates to support Framework automation and workflows. For assigned ITSM Practices – ITSM Practice Operations Performs the day-to-day monitoring and oversight of specific ITSM processes (for example, reviewing change requests and change plans). Schedules and facilitates standard review meetings and advisory meetings.

For assigned ITSM Practices – Metrics, Reports and Dashboards Determines appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM Practice Frameworks collaboratively. Utilizes Service Now and other ITSM system data to develop and publish reports and dashboards effectively. For assigned ITSM Practices – Organizational Change Management & Documentation Partners with Organizational Change Management team to identify change impacts and design communications and training that drive adoption.

Creates and maintains technical and process documentation of assigned policies and SOPs. Serves as an advocate for ITSM Practice Frameworks and a culture of continuous service improvement. For assigned ITSM Practices – Continuous Service Improvement Performs post-implementation reviews and validates the results against the specific practice framework and associated SOPs. Supports ITSM Leadership and Internal Audit in the formal audit of one or more ITSM Practices.

Utilizes Service Now and other ITSM system data to analyze and recommend process improvement opportunities effectively. Creates and/or supports the creation of timely Knowledge Management articles to support process improvement and customer service excellence. Performs other duties as assigned.

Job Location/Working Conditions Normal office environment Physical Effort Typically sitting at desk or table Repetitive wrist, hand or finger movement Ability to move to on and off-campus locations and may occasionally require working evenings and weekends Equipment Office equipment The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified.

Management reserves the right to revise or amend duties at any time.

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education. Certifications/Professional Licenses:
No specific certification/professional license is required for this position.

Work Experience:

Relevant Experience (3 Years)

Skills:

Not Applicable Driver’s License: A driver’s license is not required for this position.

Minimum Requirements Relevant experience includes IT Service Management work including incident, problem, asset, change, configuration, knowledge and/or service level management; demonstrated technical and/or business expertise; experience supporting IT service teams with effective utilization of ITSM tools and processes.

Education:

No additional education unless stated elsewhere in the job posting.…