IT Service Management Analyst

$70,000 - $85,250/Yr

New York University - New York, NY

Full-time - Mid Level

New York, NY

Educational Services

About the position

The IT Service Management (ITSM) Analyst at New York University is responsible for maintaining and enhancing ITSM processes to ensure efficient delivery of IT services to the university community. This role involves guiding service owners in executing standard ITIL processes, investigating root causes of issues, and supporting change management procedures. The analyst will also develop knowledge articles, collaborate with stakeholders for service improvement, and deliver training programs on ITSM practices.

Responsibilities

• Maintain and enhance IT Service Management (ITSM) processes.
• Guide service owners in executing standard ITIL processes including Incidents, Requests, Changes, and Problems.
• Ensure proper identification, logging, tracking, escalation, and resolution of issues affecting production services.
• Investigate and analyze root causes of recurring issues and coordinate resolution efforts.
• Support the execution, review, documentation, and tracking of change requests.
• Develop, improve, and maintain the quality of knowledge articles within the ticketing system.
• Conduct regular reviews of outdated articles and collaborate with stakeholders for updates.
• Prepare configuration management board reports and ensure data accuracy in the ticketing system.
• Collaborate with stakeholders to define and document configuration item (CI) requirements and relationships.
• Update the Continual Service Improvement (CSI) register in support of the CSI process.
• Partner with internal teams to develop and deliver training programs on ITSM practices.

Requirements

• Bachelor's Degree
• 2+ years relevant IT service management experience including Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, Configuration Management, Continual Service Improvement.
• Demonstrated fluency in using ServiceNow for at least one area of Service Catalog, Configuration Management, Change Management, Incident/Request Management, Problem Management, or metrics reporting.
• Superior verbal and written communication skills.

Nice-to-haves

• 1+ years experience with IT Service Management in a Higher Education IT environment.
• Familiarity with Business Analyst and project management methodologies.
• Experience presenting for small/medium groups, for both technical and non-technical audiences.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk, Team Dynamix).
• Proficiency in MS Office, especially Excel, for reporting.

Benefits

• Competitive salary range of $70,000 to $85,250 annually.
• Opportunities for professional development and training.
• Participation in sustainability initiatives aimed at making NYU a greener campus.