IT Analyst

University of Kansas

Lawrence, KS

ID: 7081415
Posted: July 21, 2021
Application Deadline: Open Until Filled

Job Description

Position Overview

The IT Analyst, in IT Service Administration (ITSA) team, works under general supervision as part of a collaborative team environment, and contributes to the maintenance, training, and documentation of the KU IT Service environment. This environment currently includes out of box ServiceNow modules and custom-built applications. Different skill sets may be emphasized as dictated by current priorities requiring the incumbent to be adaptable. The incumbent is expected to take every opportunity to advance knowledge in service platform offerings. Effective communication with peers, other campus service providers/data sources, vendors and management is essential to assure timely well-documented results.

Job Description

35% - Perform day-to-day administration of the service platform implementation. As a team member, develop and implement new processes and work flow update sets as well as making approved changes to existing processes and work flows.

30% - Complete requests for reporting when requested. Train end users in various ITIL processes, including but not limited to Incident, Project, Reporting, and Asset. Provide front line to service to end users.

15% - Develop clear and concise technical, process and program road map documentation.

15% - Work with the ITSA team and end users to develop requirements and solutions for implementations.

5% - Performs special projects and other duties as assigned.

Security Profile:
This position shares in responsibility for information security by following all applicable security policies and procedures.
This position is authorized to use elevated privilege accounts in the performance of job duties.
This position is authorized to issue password resets in accordance with established procedure in the performance of job duties.
This position is authorized to handle sensitive or confidential data in accordance with established procedures in the performance of job duties.
This position is authorized to manage, provision, and deprovision IT assets in accordance with established procedures in the performance of job duties.

Required Qualifications

High School Diploma/GED and four years of relevant professional experience -OR- an Associates degree and two years relevant professional experience -OR- a Bachelor’s degree.
Minimum of one year of experience supporting an enterprise system with various interconnected parts.
Experience developing reports to make data accessible and actionable.
One year experience providing training of a software platform to end users.
Strong communication skills, both written and oral as evidenced in applications materials and interview.

Preferred Qualifications

Direct experience administering ServiceNow components.
Strong knowledge of ITIL v4, ITSM concepts, enterprise IT architecture.
Experience with Python, JavaScript, or other scripting language.
Strong commitment to and significant experience with customer service.
Ability to learn quickly and adapt rapidly in a changing environment.
Working knowledge of KU Information Technology processes and policies
Ability to communicate with both technical and non-technical audiences.

Contact Information to Applicants

Vickye Kozlowski

Additional Candidate Instruction

A complete application consists of:
A cover letter addressing how required qualifications are met.
3 Professional References
Incomplete applications will not be considered.


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