IT Service Management Process Specialist

7 days ago


New York, New York, United States New York University Full time
About the Role

New York University is seeking an IT Service Management Analyst to maintain and enhance IT Service Management processes, ensuring NYU IT services are delivered efficiently and effectively. The ideal candidate will have 2+ years of experience in IT service management, including supporting Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, Configuration Management, and Continual Service Improvement.

Key Responsibilities
  • Maintain and enhance ITSM processes to ensure efficient delivery of NYU IT services.
  • Guide service owners in executing standard ITIL processes across teams.
  • Investigate and analyze root causes of recurring issues, coordinating resolution efforts within the ticketing system.
  • Support execution, review, documentation, and tracking of change requests.
  • Develop, improve, and maintain knowledge articles within the ticketing system.
  • Collaborate with stakeholders to ensure data accuracy, service improvement, and process compliance.
Qualifications
  • Bachelor's Degree
  • 2+ years relevant IT service management experience
  • Demonstrated fluency in using ServiceNow for at least one area of Service Catalog, Configuration Management, Change Management, Incident/Request Management, Problem Management, or metrics reporting
Salary Information

The estimated annual salary range for this position is $70,000 to $85,250, considering factors such as scope and responsibilities, candidate's work experience, education/training, key skills, internal peer equity, market, and organizational considerations.



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