The Business Systems Analyst will act as a ITSM (Information Technology Service Management) Analyst for the Information Services (IS) division. They assist with the development, utilization, and enhancement of IT Service Management standards and best practices for the institution, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database).This person is a liaison between the Service Management Center of Excellence (ITSM CoE) and user groups, primarily focused on maintaining uniform ITSM process compliance across IS. This person will be responsible for tracking process performance against KPIs (key performance indicators) and help to drive continual service improvement. They will be hands-on with ITSM process management and demonstrate exceptional communication, work coordination and analytical skills. This person provides guidance and education throughout the IS division for those ITSM areas supported.This role reports to the IS Manager who oversees the ITSM Center of Excellence in the department of IS Shared Services.Process development and measurementa) Assists in the development, utilization, and enhancement of IT Service Management standards and best practices for the institution, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database).b) Act as liaison between the Service Management Center of Excellence (ITSM CoE) and user groups, primarily focused on maintaining uniform ITSM process compliance across IS.c) Helps to maintain ITSM processes.d) Tracks measurements and performance against KPIs (key performance indicators) for their specific ITSM areas supported.e) Assists in driving continual service improvement.f) Works with user group champions to:1.Receive process related feedback, question, concerns and address them2.Identify new requirements and document in backlog3.Keep user groups informed on upcoming ITSM platform activities (upgrades, releases etc.)g) Coordinates with Service Leads and platforms teams to:1.Review platform backlog and implement as per priority2.Request any technical consultation related to ITSM system capability3.Support platform team via documenting requirements and testingh) Attend and actively participate in all ITSM CoE meetings.Process documentation and education Process documentation and educationa) Keep process documentation up to date.b) Assists with communications and education materials.c) Help to ensure that the user groups are following the defined processes.d) Assists in providing guidance and education throughout the IS division for those ITSM areas supported.Professional developmenta) Actively maintains functional knowledge of ITSM platform, ITIL methodology, and ITSM processes.b) Participates in various meetings as appropriate to maintain working knowledge of ITSM processes.c) Seeks knowledge to stay abreast of ITSM industry standards and trends.d) Maintains knowledge of and competency in IT Service Management standards and best practices, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database).e) Maintains a strong working functional knowledge of ITIL and ITSM platform, including any certifications.Other duties as assignedEducation Required: Bachelor's degree.Certification: NonePreferred Certification: : ITIL Practitioner Certification; ServiceNow CertificationExperience Required: Two years' experience domain, project management, workflow analysis or in Epic software. May substitute required education degree with additional years of equivalent experience on a one-to-one basis.Preferred Experience:
Experience developing and maintaining IT Service Management processes.
Experience with implementing or supporting ServiceNow and its workflow processes.
Experience with Agile processes and working in a Scrum environment.
Experience with defining requirements and creating backlogs for the development team.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.htmlAdditional Information
Requisition ID: 165910
Employment Status: Full-Time
Employee Status: Regular
Work Week: Days
Minimum Salary: US Dollar (USD) 85,000
Midpoint Salary: US Dollar (USD) 106,500
Maximum Salary : US Dollar (USD) 128,000
FLSA: exempt and not eligible for overtime pay
Fund Type: Hard
Work Location: Remote
Pivotal Position: No
Referral Bonus Available?: No
Relocation Assistance Available?: No
Science Jobs: No
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