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Service Management Analyst

Expired Job

Chicago Public Schools Chicago , IL 60602

Posted 3 months ago

Chicago Public Schools (CPS) has set ambitious goals to ensure that every childin every school and every neighborhoodhas access to a world-class learning experience from birth, resulting in graduation from high school college- and career-ready.

The IT Service Management Analyst (ServiceNow) will implement a digital transformation action plan to build innovative solutions to improve the customer service experience for over 40,000 staff across the district. Interested in transforming district processes to the cloud using emerging technology and building a culture that puts the customer first? Apply now.

The Service Management Analyst is responsible for the operational support of the district's cloud-based IT service management tool, ServiceNow. This position will support existing enterprise service management processes and collaborate with IT and CPS departments to identify automation and innovative improvements. This position will also onboard new or additional service management processes and related offerings, provide training and onboarding to new staff, and maintain up-to-date documentation on requirements and process workflows.

In addition to the items above, the IT Service Management Analyst will be held accountable for the following responsibilities:

  • Collaborate with IT teams and other CPS departments to review existing processes, capture operational challenges, and develop business requirements for improvement

  • Provide support for CPS users, including but not limited to: adding/removing users, groups, roles, requests and related workflows, assist with reporting, training and onboarding, and other related duties as needed

  • Leverage project management skills to participate in the delivery of any ITSM-related initiatives

  • Manage the vendor relationship to ensure that services and performance expectations are fulfilled, including product escalations and resolution of any product issues/limitations

  • Provide a variety of services to appropriately position the CPS IT organization in support of emerging customer service driven needs

  • Send email alerts to ITSM tool users about any upcoming changes or when outages occur

  • Troubleshoot any user or system issues and escalate to the ITSM system vendor as needed

In order to be successful and achieve the above responsibilities, the IT Service Management Analyst must possess the following qualifications:

Education Required:

  • Bachelor's degree or higher qualification in Information Technology or related field. Extensive knowledge and training may be substituted in lieu of degree.

  • ITIL Foundation certification or equivalent, or be able to obtain within 6 months of hire

Experience and Skills:

  • 5 years experience in Service Management working as a business analyst with the ITIL disciplines (Incident, Problem, Change and configuration Management) or driving process

  • Working knowledge of ITIL processes, particularly Request, Problem, Incident and Change Management, how they interrelate, and how they can be adopted successfully

  • Experience with IT service management and IT service delivery activities is desired. Experience with managing HPE Service Anywhere, ServiceNow, or other major ITSM solutions is a plus

  • Excellent oral and written communication skills. Must be able to explain complex technical issues in a way that non-technical people can understand. Must be able to explain customer needs and priorities in a way that technical people can understand

  • Excellent interpersonal, leadership, collaboration, facilitation and negotiation skills. Must be able to manage conflict. Must have solid business acumen and conceptual thinking

  • Experience with capturing and developing business requirements and translating into IT specifications

  • Experience in managing projects; managing and executing multiple projects at once is desired

  • Motivated to continue professional development and maintain relevant ITSM practices and latest technologies

  • Any experience with scripting (JavaScript, HTML, etc.) and system integration work (e.g. web services, REST API), or motivation to develop skill sets is a plus

  • Familiarity building out dashboards and/or metrics in a machine data analysis engine, such as Splunk (Power User certification is a plus)

  • Act as a liaison between the customer and the development team to drive the technical implementation, translate customer requirements to internal systems and processes, and helps on-board new departments onto the ServiceNow platform

  • Ensures that documentation is updated when change requests are approved for the project

  • Formulates and defines systems scope and objectives and a thorough understanding of business systems, applications and industry requirements

  • Supports team knowledge sharing and on-boarding of colleagues as the team grows

  • Provides input on processes, procedures, or new approaches

  • Focused on meeting project deadlines and exceeding customer expectations

  • Ability to respond quickly to problems and changes

  • Perform duties with limited supervision


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Service Management Analyst

Expired Job

Chicago Public Schools