IT Asset and Service Management (ITSM) Analyst Intern

About the role

Tacoma Power is hiring for an IT Asset and Service Management (ITSM) Analyst Intern. This position will be part of the Utility Technology Services (UTS) Service Management Office and will learn the various processes identified in the Information Technology Infrastructure Library (ITIL) and IT Asset Management Frameworks (ITAM). The ITSM intern will assist the Tacoma Power Utility Technology Services IT Service Management Team with process workflow in the ITIL Framework. This internship opportunity is for a college student to apply their current studies, receive hands-on experience, and work side-by-side with experienced information technology professionals at Tacoma Power.

Responsibilities

• Perform asset inventory management functions including asset tagging, asset record creation, asset validation, equipment staging/bundling, and coordination with IT Liaisons/support teams
• Assist with documentation and data gathering for ITIL Process development (Incident, Request Fulfillment, Problem, Change Management, and Service Catalog)
• Support Ivanti Neurons backlog process (request tracking/creation, discovery, prioritization, communication)
• Help coordinate UTS customer engagements regarding ITSM Tool and UTS Services
• Assist with data migration and cleanup efforts from Cherwell to Ivanti
• Assist with documenting, reviewing and populating knowledge articles and workgroup processes
• Generate written reports and present them to the Supervisor and/or customer as needed
• Meet with people across Power UTS to help facilitate process workflow development, and learn process development techniques
• Assist with documentation development and revising existing ITIL Processes
• Assist with gathering data for the service portfolio/catalog
• Assist with tracking Root Cause Analysis documentation
• Assist with Service Management Office SharePoint site
• Assist with Customer Experience (CX) strategy development
• Learn SIPOC methodology
• Learn how to work with representatives from a broad range of functional areas (Network & Communications, Transmission & Distribution, Power Management, Customer Service, etc.) on process workflows
• Support day-to-day IT Asset Management core functions including hardware receiving, tracking, assignment and disposal
• Receive, review and process all requests for IT Hardware within ticketing system
• Maintain accurate and updated status notes on all Service Requests within ticketing system

Qualifications

• High School Diploma or GED
• 1 year of post-high school training
• Open to students and recent graduates of information technology, management information systems or other related field
• Depending on assignment, some positions may require a valid Washington State Driver's License

Skills

• Experience or understanding of ITIL foundations
• Ability to use Excel, Visio, and Word
• Excellent written and verbal skills
• Listening skills
• Strong organization and planning ability
• Enthusiasm for information technology, project workflow and business process development
• Self-starter and quick learner
• Team mentality
• Comfortable researching independently and asking questions
• Teachable, curious, and eager to learn

Schedule

Up to 40 hours per week. The intern selected for this position must be available no less than 20 hours a week, preferably available 40 hours a week.

Pay

Hourly Rate: $17.23 - $20.94

Benefits

Employee Benefits | City of Tacoma