IT Service Analyst

Company: Northern Arizona University
Location: Flagstaff
Posted on: January 14, 2021

Job Description:

Job Title: IT Service Analyst Location: Information Tech Services Regular/Temporary: Regular Full/Part Time: Full-Time Job ID: 605107 Workplace Culture NAU is a community devoted to student success and sustained by an unshakable commitment to our shared mission, vision, and values. We---faculty, staff, and administrators---thrive by combining our efforts and working side by side to further NAU---s culture of excellence. Immigration Suppt/Sponsorship NAU will not provide any U.S. immigration support or sponsorship for this position. Furlough/Pay Reduction Program Northern Arizona University has implemented a salary reduction with personal flex time program in fiscal year 2021, as a result of COVID-19. It is possible for this position to be subject to this program. Details can be found on the HR website . Job Description The IT Service Analyst assists in the operations of IT Service Management functions. Supports the ITS change and configuration management functions; maintains the IT service catalog; and supports the ITS knowledge base. Primary responsibilities of this position include: Sending routine communications related to ITSM processes Maintaining calendars of ITSM activities Adding new services and products to the IT Service Catalog Updating information in the IT Service Catalog Identifying Knowledge Base articles that require updates Requesting updates from service owners and product managers Entering updated information in the Knowledge Base Running pre-defined reports to manage changes, problems, incidents and other tickets in ServiceNow Gathering service metrics and performance data. Minimum Qualifications High school degree; AND, 1-2 years of computing support or related experience; OR, A combination of related education, experience, and training may be used as an equivalent Preferred Qualifications Associate---s or bachelor---s degree in computer science or related field. Knowledge, Skills, & Abilities Knowledge of IT Service Management best practices. Knowledge of ITIL v4. Baseline working knowledge of IT service management tools, word processing and spreadsheets, the software development lifecycle, testing and quality assurance principles and practices Working knowledge and demonstrated capability of learning the technical aspects of IT Effective written and verbal communication and listening skills. Effective meeting management skills. Ability to cooperate and collaborate with others on a team, or across teams, to achieve results and synergy. Ability to relate to the customer and represent their best interest within the organization Time management skills. Demonstrates problem solving, organizational, and analytical capabilities. Able to define problems and patterns, to distinguish between cases and symptoms, and to formulate innovative approaches to business needs. Balances competing priorities. Promotes a diverse, inclusive environment. Background Information This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an Annual Security Report . The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus and NAU-Fort Defiance as these campuses have on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff. Salary Commensurate with experience. The starting salary will be determined by the qualifications of the selected applicant balanced with departmental budget availability, internal salary equity considerations, and available market information. FLSA Status This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked. Benefits This is a Classified Staff (CLS) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System; paid vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website . Classified Staff employees are in a probationary status for their first six months at NAU. NAU is a tobacco and smoke-free campus. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. Additionally, new employees will begin participating in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, on the first of the pay period following 6 months after the new employee's start date. Learning and Development Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days. If your position includes the supervision of a benefit-eligible employee, we offer the NAU Supervisors Academy for you to complete within your first 2 years. Application Deadline December 3, 2020 at 11:59 p.m. How to Apply To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets. If you are an individual with a disability and need reasonable accommodation to participate in the hiring process please contact the Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, Flagstaff AZ 86011. Equal Employment Opportunity Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples. EEO is the Law Poster and Supplements NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.

Keywords: Northern Arizona University, Flagstaff , IT Service Analyst, Professions , Flagstaff, Arizona