Senior IT Service Management Analyst

The Senior Information Technology Service Management (ITSM) Analyst will lead IT service management activities across Information Technology Services and enterprise wide. This role is responsible for service management process implementation, service management metrics and reporting, and improvements to our IT Service Management platform. This role is also responsible for the day-to-day execution of the IT Change Management and resource management processes for Northeastern.

The Senior ITSM Analyst is involved in day-to-day operational service and resource management activities, as well as the on-going improvements to our Service Management tool, ServiceNow. This team member’s primary responsibilities include positively impacting production services by managing and continuously improving service management processes and tools, and helping to drive the adoption, utilization and proficiency of use with end users. This role is also expected to perform basic administration of our Service Management tool (ServiceNow).

Key characteristics of the Senior ITSM Analyst are the ability to work with a diverse community of stakeholders to ensure the health of services offered by ITS. Activities will include management and operation of the change management and resource management processes; development of other ITSM processes and best practices; definition of service level agreements, metrics and reporting; and basic system administration of our service management tool (ServiceNow).

He/she will demonstrate superior customer-facing and negotiation skills, acting as a mentor and partner in training end-users with the goal of ultimately ensuring faster change adoption and the ability to adapt best-practices for use and adoption within a higher education environment.

To ensure that essential services are provided to the university community, the employee will be required to work outside their regular working hours as needed.

Bachelor’s Degree in CS, IS, BA or similar equivalent work experience. Requires 5-7 years’ experience in one or more information technology disciplines.  ITIL Foundation certification (v3) required. Strong working knowledge of service management methodologies (ITIL) and best practices. 
Hands on experience with industry standard ITSM tool implementations (Remedy, Service-Now, HP, etc). ServiceNow experience a strong plus. Basic knowledge of various technical areas (networking/telecommunications, server hardware and operating systems, web servers, application servers, database systems, SaaS concepts, etc.) is required. 
Knowledgeable in process improvement methods, procedures, metrics development, documentation and reporting. Ability to work with all levels of management and technical staff to analyze complex and highly technical incidents while maintaining professional, efficient communication under pressure. These skills include verbal, written, interpersonal, negotiation, presentation and meeting facilitation skills. Must also have the ability to work independently while knowing limits of authority. Excellent communication skills are required for this position, both written and verbal. Being able to communicate in a clear and concise manner is a must. Ability to lead communication across cross-functional groups assisting in the resolution of service impacting changes. 
Ability to be decisive and make decisions based on technical and business assessments. Capable of resolving service management and procedurally related conflicts, identifying alternatives, and providing solutions. Demonstrates an informed knowledge of functional areas to resolve problems on an ongoing basis.
Demonstrates the desire to continue ITSM and ServiceNow education efforts through attending conferences, seminars, training classes, networking, etc. Experience with web technologies and demonstrated ability to learn new technologies.