IT Service Delivery Analyst

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

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

This position is an individual contributor that will report into the Enterprise Architecture team at CPS and will support the IT Change Manager as a backup during scheduled out of office times.

In addition to the items above, the IT Service Delivery 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; Determine if system changes are required to meet any business needs.
• 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.
• Troubleshoot any user or system issues and escalate to the ITSM tool vendor as needed.
• Manage the vendor relationship to ensure that services and performance expectations are fulfilled, including product escalations and resolution of any product issues/limitations.
• Send email alerts to ITSM tool users about any upcoming changes or when outages occur.
• Leverage project management skills to participate in the delivery of any ITSM-related initiatives.
• Provide a variety of services to appropriately position the CPS IT organization in support of emerging educational and operational needs

(Only as needed) IT Change Management

• Backfill for the IT Change Manager during scheduled out of office times by providing operational support for IT change management processes within the service management tool, including (but not limited to) facilitating change advisory board (CAB) meetings, reviewing IT change tickets, and/or participating in scheduled after hours maintenances.

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

Type of 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.

Type of Experience and Number of Years:

• 3 - 5  years of Information Technology experience

Knowledge, Skills, and Abilities:

• 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 current of 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 skillsets is a plus.

Additional Notes:

• CPS employees are required to be actual residence of the City of Chicago within six months of beginning employment, and are required to maintain Chicago residency throughout employment.
• Chicago Public Schools is not currently hiring individuals for this position who now or in the future require sponsorship for employment based non-immigrant and immigrant visas.
• Chicago Public Schools is an EEO/AA Employer. All qualified individuals, including minorities, females, veterans, and individuals with disabilities, are encouraged to apply.