Service Management Analyst II

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Grade: Technical 406

Pay Range: $79,300.00 - $118,900.00

Job Description

The Service Management Analyst II oversees, facilitates, and administers ITIL service support processes within Education Technology (Ed Tech) for the University. This includes service strategy, design, transition, operations, and continual service improvement activities. The Service Management Analyst II will utilize these ITIL processes to eliminate disruptions to the student and staff experience by supporting, training, and improving the overall service management processes. They will work extensively with technology leaders, infrastructure and application support groups, quality engineering teams, security operations, and the Service Desk.

 

Job Duties Supports and improves ITIL service management processes as assigned, primarily focusing on Change Enablement. Ensures that changes to services and products are made with minimal disruption to students and staff. Participates in enhancing the process to ensure changes can be deployed at any time without compromising performance, experience, or quality. Sets an objective, measurable bar for quality and helps team achieve it. Identifies and implements process improvements that will improve ITIL maturity across the entire IT organization. Initiates corrective and preventative actions as necessary to resolve operational or service level exceptions. Keeps up with current industry best practices to continually improve the process. Collects and analyzes statistical data related to the performance and outcome of service support processes. Collaborates with functional teams and other Service Managers to improve service delivery. Develops repeatable workflows to ensure predictable delivery of services. Ensures tool functionality is configured and used appropriately. Measures operational effectiveness and provides reports to leadership on process compliance and operational activities. Performs other job-related duties as assigned. KSAs Demonstrated track record of delivering results Demonstrated history of setting and meeting objectives Ability to succeed in a high-volume environment with fixed deadlines and competing priorities Ability to identify risks and impact associated with service management processes Ability to understand the full nature of how changes and problems impact students, faculty, or enterprise Familiarity with agile product development, DevOps, and ITIL Ability to effectively manage large meetings Strong interpersonal and communication skills Strategic mindset Ability to understand the broader context of constraints that impact the program Ability to navigate Service Management tools to perform job related tasks Ability to assist others on how to utilize Service Management tools Ability to produce reports and metrics to show effectiveness of the process Ability to create knowledge articles and other process documentation Multi-tasking skills with the ability to handle multiple interruptions effectively Minimum Qualifications Bachelor's Degree in Business, Technology, or a related field 3 years of experience in an ITIL-based service delivery process 3 years of experience designing or leading IT processes and programs Experience with IT Service Management processes, change, or problem management ITIL Foundations Certification (v3 or higher) Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager. Preferred Qualifications Certification in Six Sigma, Lean, or other process design approaches Experience working with ServiceNow ITSM and ITBM platforms Experience and understanding of all ITIL processes, including how they relate to one another and improve overall Service Delivery Familiarity with JIRA Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require. This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.