ITSM Analyst

Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union

The IT Service Management (ITSM) Analyst drives the design, implementation, and optimization of IT service management processes and systems within UCSF. This position is accountable for examining existing processes, identifying areas for improvement, and implementing best practices to enhance efficiency, reduce costs, and enhance the customer experience. The ITSM Analyst will play a vital role in assisting with incident reviews, problem evaluation, the creation and management of knowledge articles, the management of the configuration management database (CMDB), and facilitating the change advisory board (CAB). The role will also assist in service request management and coordinate service catalog processes. 

The primary duty of the ITSM Analyst is to ensure that IT service management processes and procedures are designed, implemented, and optimized to meet the needs of UCSF and its customers, while also complying with policies and standards set forth by the department.

The ITSM Analyst will positively impact UCSF’s operations and culture by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. The ITSM Analyst will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF’s vision while modeling UCSF’s culture and values.

Department Overview:

University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue. 

The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT Service Management, responsible for ensuring the right processes, people, and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research.