The Computing Services central IT department provides services that strategically impact university goals. We make decisions based on interaction and valuable input from colleagues engaged in the education, research, and administration efforts of the university. We are a learning organization and approach successes and mistakes as a learning experience to cultivate a culture of intelligent risk-taking continually. Join us and be part of a team committed to excellence, innovation, diversity, team, and individual growth.

The Service Management and Communications team collaborates with division leaders and service teams to develop and deliver processes that support the division's portfolio and service management goals. We are seeking applicants for a Service and Process Analyst position to support this activity. Under direct supervision of the Service Management and Communications leadership, you will support the requirements gathering, development, management, and monitoring of one or more ITSM practices. You will collaborate with and support IT service teams in the effective adoption and use of standard operational practices, define metrics, and create reports and dashboards to enable service teams to effectively measure the health of their services.to ensure the delivery of high-value services to campus. We seek highly motivated, innovative, and collaborative thinkers passionate about delivering high-quality user experience and service value.

Responsibilities:

• Collaborate with stakeholders at different levels to assess business needs, gather requirements, understand, and document process workflows.
• Work with leadership and team to design, develop, document, and implement service and portfolio management processes that support project and service delivery needs, ensure effective management of university human and financial resources, and promote customer value.
• Provide diplomatic and timely communication to support iterative planning and delivery cycles.
• Interpret the ITIL Service Management framework and align its practices into standardized processes.
• Define service requirements that align with the ITIL framework to ensure the delivery of service value to the community and support meaningful customer experiences.
• Conduct organizational change activities to communicate, train, and monitor the success of process implementation and service management efforts.
• Collaborate with the ServiceNow platform to implement processes, workflows, and automation that meet defined business outcomes.
• Identify process improvements to increase adoption, maturity, efficiency, and effectiveness.
• Collaborate with cross-functional teams across the division to evaluate and monitor continual improvement opportunities to promote operational efficiency.

You must demonstrate:

• Exceptional written and verbal communication skills
• Ability to translate complex frameworks and practices into practical processes and guidance.
• Proven ability to handle multiple tasks simultaneously and effectively set priorities.
• Strong organization skills with acute attention to detail
• Ability to develop organizational change plans and execute those plans.

Inclusion and cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who can effectively interact with a varied population of diverse audiences. We are looking for someone who shares our values and who will support the mission of the university through their work.

This is a great opportunity for someone to work in a creative, dedicated, driven team, in a collaborative environment committed to technical innovation, inclusion, and work-life balance.

Qualifications

• A bachelor's degree or equivalent combination of education and/or experience in lieu of a degree.
• A minimum of 5-8 years of experience in information architecture and content development, continual process improvement activities, and gathering and documenting business requirements

Preferred experience

• Experience working with stakeholders at various levels with varying business needs.
• Experience in a technology industry or related field
• Project and/or service management experience
• ServiceNow platform knowledge with solid understanding of ITIL as a leading service management framework

Requirements:

• Successful background checks

Are you interested in this exciting opportunity?! Apply today!

Joining the CMU team opens the door to an array of exceptional benefits available to eligible employees.

Those employees who are have the opportunity to experience the full spectrum of advantages from to an enticing offering a generous employer contribution. You can also unlock your potential with and take well-deserved breaks with ample and observed . Finally, rest easy knowing you are covered by life and accidental death and disability insurance.

Other perks include a free Pittsburgh Regional Transit bus pass, our to help navigate childcare needs, , and so much more!

For a comprehensive overview of the benefits that may beawaiting you, explore our .

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond just credentials, we consider the role and responsibilities, your invaluable work experience, and the knowledge gained through education and training. We acknowledge and appreciate your unique skills and the diverse perspective you bring. Your journey with us is about more than just a job; it's about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in an exciting opportunity with an exceptional organization?! Apply today!

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