[Hiring] ITSM Analyst @UCSF

Role Description

The IT Service Management (ITSM) Analyst drives the design, implementation, and optimization of IT service management processes and systems within UCSF. This position is accountable for examining existing processes, identifying areas for improvement, and implementing best practices to enhance efficiency, reduce costs, and enhance the customer experience.

• Assist with incident reviews and problem evaluation.
• Create and manage knowledge articles.
• Manage the configuration management database (CMDB).
• Facilitate the change advisory board (CAB).
• Assist in service request management and coordinate service catalog processes.

The primary duty of the ITSM Analyst is to ensure that IT service management processes and procedures are designed, implemented, and optimized to meet the needs of UCSF and its customers, while also complying with policies and standards set forth by the department.

The ITSM Analyst will positively impact UCSF’s operations and culture by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. This role will execute UCSF’s vision while modeling UCSF’s culture and values.

Qualifications

• Experience in IT service management processes.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively in a team environment.
• Excellent communication skills.

Requirements

• Knowledge of ITIL best practices.
• Experience with service management tools.
• Ability to manage multiple priorities and projects.

Benefits

• Comprehensive health benefits.
• Retirement plans.
• Professional development opportunities.

Company Description

The University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services.

• Infrastructure Services (IS) is the backbone of the technological infrastructure.
• IS provides 24x7 support to the University community.
• IS values innovation and excellence in ensuring secure and efficient IT services.

The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF, ensuring smooth and positive interactions between UCSF's customers and IT services.