Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union
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. This role will execute UCSF’s vision while modeling UCSF’s culture and values.
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, we are committed to nurturing the potential of our 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 our 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, responsible for ensuring the right processes, people, and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. 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.
% of Time
Essential Function (Yes/No)
Key Responsibilities
60%
Yes
Process Management and Analysis
Operational and Stakeholder Engagement:
Consults with stakeholders across the University to understand their requirements and ensure that ITSM processes and systems align with their needs.
Leads regular process committee meetings and facilitates process review discussions.
Provides expertise to cross-functional teams in incident, problem, and knowledge reviews and post-mortems.
Develop, implement, and oversee IS service process policies and procedures governing processes to ensure accuracy and completeness.
Drives continual assessments and optimization of IS service processes to ensure that they are meeting the ongoing and evolving requirements of IS and the University.
Reporting and Compliance
Designs reports and analyzes data to monitor the effectiveness of ITSM processes and systems for improvement.
20%
Yes
Problem Solving
Implements preventive measures by identifying potential issues early and collaborates with other IS and IT professionals to solve problems and address customer complaints efficiently and effectively.
Makes timely decisions based on analysis and experience to resolve problems and create positive outcomes.
5%
Yes
Customer Service
5%
Yes
Continuous Improvement
Leverages latest industry knowledge and best practices to facilitate innovation, identify opportunities for improvement, and support decision-making with ambiguous or unique challenges.
5%
Yes
Communications and Training
Trains personnel to ensure that they are implemented and adopted
5%
Yes
Other
Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF’s campus.
Actively promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work.
Maintains current knowledge of university policy and procedures; effectively, consistently and fairly applies university policy and/or campus/division procedures for assigned area and team members supervised; complies with university, campus and division policies and procedures regarding privacy of information, authorized use of university resources and the security of university systems and data.
Participate in an on-call rotation for high and critical 24x7 incident response as needed.
Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.
Total: 100%
REQUIRED QUALIFICATIONS
REQUIRED CERTIFICATIONS
PREFERRED QUALIFICATIONS
Certification
Job details are sourced from the employer's original posting.
Open job postingAbout the company
UCSF is a leading university dedicated to patient care, research, and education.