ITSM Analyst

Certain terms and conditions of employment for this position, including the rate of pay and benefits, are currently subject to negotiation with the appropriate union.

About the role

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.

The ITSM Analyst will play a vital role in assisting with incident reviews, problem evaluation, the creation and management of knowledge articles, the management of the configuration management database (CMDB), and facilitating the change advisory board (CAB). The role will also 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. The ITSM Analyst will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders.

Responsibilities

• Design, implement, and optimize IT service management processes and systems
• Examine existing processes and identify areas for improvement
• Implement best practices to enhance efficiency, reduce costs, and improve 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)
• Coordinate service request management and service catalog processes
• Ensure IT service management processes comply with departmental policies and standards

Department Overview

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, assuring the technical services that enable the academic, medical, and research missions of the organization.

Beyond a focus on maintaining systems and resolving issues, IS is committed to nurturing the potential of team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue.

The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes:

• IT Service Management: Ensures the right processes, people, and technology are in place to meet the unique demands of the research community.
• Desktop Engineering: Designs, deploys, and maintains desktop computers, providing reliable hardware for data analysis and research.
• Desktop Field Services: Offers direct, hands-on assistance for hardware or software issues, minimizing downtime and maximizing productivity.
• Service Desk: Serves as the primary contact for users facing IT issues, delivering prompt remote solutions or escalating problems as needed.

The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research.

Requirements

• Bachelor’s degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, business, or related discipline
• 5+ years of experience in information technology or IT Service Management/Customer Experience
• ITIL Certification
• Advanced knowledge of ITIL best practices and application of concepts
• Expert skills in facilitation, consulting, and relationship building, with demonstrated ability to coach, influence, and provide strategic thinking to managers and groups at all levels
• Advanced verbal, written communication, and presentation skills
• Demonstrated ability to learn quickly, reason, synthesize, and generalize based on information obtained; sound judgment; ability to draw unbiased conclusions
• Advanced ability to focus on priorities, strategies, and vision
• Advanced experience working in a project-based environment, including the ability to report on project status, evaluate project risks, and escalate project issues
• Experience with risk analysis frameworks
• Knowledge of information management
• Demonstrated analytical, problem-solving, project planning, and implementation skills, with extensive experience uncovering root problems and scoping solutions based on available resources and timelines
• Seeks information from diverse sources to inform solutions and makes decisions with integrity
• Advanced experience providing inclusive leadership and cultivating an inclusive environment that values equity, diversity, inclusion, and belonging

Preferred Qualifications

• Knowledge about local, state, and federal regulations related to Information Technology (IT) systems, privacy laws, safety standards, and service level agreement adherence
• Demonstrated discipline recognizing and handling confidential and sensitive information, with proven ability to provide detailed information and summaries to management
• Experience in complex higher education environments, serving academic, medical, and research and administrative functions of a large public university
• ITIL Practice Manager (or equivalent) certification
• Lean Six Sigma certification
• Knowledge-Centered Service Certification

About Us

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. UCSF brings together the world’s leading experts in nearly every area of health and is home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging, and stem cells.

UCSF is a diverse community made of people with many skills and talents. The organization seeks candidates whose work experience or community service has prepared them to contribute to its commitment to professionalism, respect, integrity, diversity, and excellence – also known as PRIDE values.

In addition to PRIDE values, UCSF is committed to equity – both in how it delivers care and in its workforce. The university is committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care.