IT Service Management Analyst

The ITSM Analyst maintains and enhances IT Service Management (ITSM) processes to ensure NYU IT services are delivered to the University community efficiently and effectively while meeting the University’s strategic objectives. Guide service owners in the execution of standard ITIL processes across all teams, including Incidents, Requests, Changes, Problems, and other standard IT Service Management workflows. Ensure service owners understand and are following the proper identification, logging, tracking, escalation, and resolution of issues affecting production services. Investigate and analyze root causes of recurring issues, actively coordinating resolution efforts within the university's ticketing system. Support the execution, review, documentation, and tracking of change requests, ensuring all Service Owners are aligned to and following standard normal, and emergency change procedures. Develop, improve, and maintain the quality of knowledge articles within the ticketing system, ensuring these resources are current and user-friendly to encourage users to adopt self-service support. Conduct regular reviews of outdated articles, collaborating with stakeholders to make necessary updates. Review usage reports, requests for topics, and archives. Collaborate with stakeholders to ensure data accuracy, service improvement, and process compliance. Prepare configuration management board reports and follow up with Configuration Items Class Owners to ensure data accuracy in the University’s 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 for end-users and administrators on ITSM practices including processes and tools.

Required Education:
Bachelor's Degree

Required Experience:
2+ years relevant IT service management experience including supporting one or more of the following ITSM processes: Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, Configuration Management, Continual Service Improvement

Preferred Experience:
1+ years Experience with IT Service Management in a Higher Education IT environment. Familiarity with Business Analyst and project management methodologies and processes. Experience presenting for small/medium groups, for both technical and non-technical audiences.

Required Skills, Knowledge and Abilities:
Superior verbal and written communication skills; ability to convey information in a clear and concise manner. 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.

Preferred Skills, Knowledge and Abilities:
Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk, Team Dynamix). Proficiency in MS Office, especially Excel, for reporting. Ability to collect, analyze, and report data on IT services and performance metrics.

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $70,000.00 to USD $85,250.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.

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