IT Service Management Analyst

St. John's established in 1870, has three New York City campuses; international locations in Rome, Italy; Limerick, Ireland; and Paris, France; and study abroad locations around the world. The Princeton Review and other top rankings consistently recognize the University's outstanding academics, diverse student body, dynamic internship and volunteer opportunities, focus on student life, and diverse study abroad offerings. St. John's University offers more than 100 undergraduate and graduate programs in its six colleges and schools, with a growing number of programs offered online. The University is accredited by the Middle States Commission on Higher Education and 12 other major academic and professional associations.

A dedication to diversity, equity and inclusion is at the heart of our mission. As a Catholic and Vincentian university, St. John's is committed to institutionalizing practices of inclusive excellence to ensure that we welcome and celebrate the intrinsic worth of all members of our community. We will become an even stronger university as we enhance equity at every level of our institution. Our graduates will excel in the competencies and values required for leadership and service in a rapidly evolving world.

Job Title: IT Service Management Analyst

Department: Information Technology

Campus: Queens

Job Description:

The IT Service Management Analyst is responsible for providing administering the IT Service Management system and coordinating with the IT organization on the most efficient use of the system. The IT Service Management Analyst will also oversee any associated services including the Knowledge Management system, Cloud VOIP system, and any other integrations that directly connect to the IT Service Management System. The IT Service Management Analyst may also be required to work with other business units on the appropriate application of Service Management techniques for improvement of operations.

Responsibilities:

• Administer the customer service systems (IT Service Management cloud service - FreshService, Cloud VoIP - FreshCaller, and Knowledge Management repository - Confluence), which includes, but not limited to user/group management, field management, form development.
• Maintain up to date inventory of key data fields in the IT Service Management System (e.g., classroom location, services, categories, business hours)
• Management of workflows including the creation and maintenance.
• Oversee integrations of IT Service Management service to third-party applications (e.g., Microsoft Teams).
• Create and maintain Solution Articles for general consumption including updating keywords and tags, syncing articles with Knowledge Management system, and managing article state.
• Coordinate with IT Organization on the effective use and configuration of other sub-systems within IT Service Management System (e.g., project management, release management)
• Create any requested reports from the IT Service Management System and connected services.
• Deliver training on the proper use of the IT Service Management System and connected or affiliated services.

Qualifications:

• Bachelor's degree in Computer Science or related field preferred.
• Two years of IT Service Management experience and one-year technical experience required.
• Must possess the technical knowledge and skill necessary to successfully troubleshoot routine hardware and software problems; experience with the use of technology in an educational environment.
• Must be willing to work flexible hours, including early mornings, evenings, and weekends if necessary.
• Proven troubleshooting ability.
• Ability to maintain a diplomatic and professional.
• Excellent communication and documentation skills required.

Competencies:

The candidate should have:

• At least five to ten years of experience working on an IT support team ideally in supporting ITSM systems.
• Demonstrated experience working in collaboration with a team as an effective team member.
• Excellent interpersonal skills and ability to work with a diverse clientele.
• Demonstrated ability to communicate effectively verbally and in writing.
• Demonstrated ability to work independently.
• Organizational skills and attention to detail are critical.
• Be able to exercise good judgment, logic, and troubleshooting skills to anticipate and solve problems independently.
• Proven experience in handling multiple priorities simultaneously.
• Ability to work a flexible work schedule, including evenings and weekends when necessary.

Work Environment:

The candidate will be expected to work either on-site or remote depending on associated demands.

Position Type/Expected Hours of Work:

This position is full-time, Monday through Friday, 8:30 am to 4:30 pm. At times, the candidate may be required to work later hours and/or weekends (depending upon time of year and schedule of events).

Required Education and Experience:

Completed a bachelor's degree program or higher in business, computer science, or equivalent field. Non-bachelor's degrees are accepted with equivalent years of experience and relevant professional certifications.

Additional Eligibility Qualifications:

ITIL Foundations

In compliance with NYC's Pay Transparency Act, the annual/hourly salary range for this position is $65,000. St. John's University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and organizational considerations when extending an offer.

This position may be relocated to any of St. John's University's physical locations at any time.

St. John's offers a competitive compensation program which is commensurate with your qualifications, experience, and contingent upon the departmental budget. We also offer an extremely comprehensive benefits program to meet the diverse needs of our workforce. Along with exceptional benefits such as medical, dental, life insurance, long term disability insurance, tuition remission, generous 403(b) employer contribution, employee assistance program, and liberal paid time off policies, faculty and staff can also enjoy St. John's performing arts, libraries, bookstores, dining facilities, campus recreation and sporting events

Any offer of employment is subject to receipt by St. John's University of satisfactory references, verification of employment and education.

St. John's University is an Equal Opportunity Employer and encourages applications from women and minorities. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, or any other characteristic protected by law.


To apply, visit https://jobs.silkroad.com/StJohnsEdu/Careers/jobs/219233







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