Service Delivery Analyst
The Service Delivery Analyst is responsible for gathering and analyzing existing requirements to improve existing processes.
Applies advanced business analysis concepts to identify, evaluate and define extraordinarily complex systems scope and objectives based on advanced knowledge of IT Service Management (ITSM) practices, processes and systems along with industry standards to meet end-user needs and is primarily responsible for the Knowledge Management practice.
Works at the highest technical level of various phases of systems analysis and considers the business implications of applying technology to the current and future business environment.
In addition, conducts complex business process analysis resulting in the identification of process issues and associated solutions.
The Service Delivery Analyst acts as a liaison between the business customer and technical team.
Required Qualifications
Applicants are encouraged to upload license and certification if required of the position.
- Experience of progressive broad-based information systems business analysis and project management, with strong project management methodology background.
- Experience working with ITIL frameworks for IT Service Management implementation and best practices for identifying, planning, delivering and supporting IT services to the business.
- Experience with ITSM Tools i.e., ServiceNow or Remedy
- Experience with Knowledge Centered Service (KCS) processes.
- Knowledge of Quality Assurance (QA) methodologies; demonstrated testing and test planning skills.
- Understanding of the Knowledge Management Life Cycle.
- Deep understanding of service management principles, specifically the ITIL framework.
- Understanding of the Knowledge Management Process.
- Advanced knowledge of business and process analysis functions.
- Demonstrated skills needed to efficiently develop process maps using common flowchart standards.
- Demonstrated experience with process analysis, systems analysis, process architectures and systems analysis methodologies.
- Understanding and skill in complex process and systems requirement documentation standards, such as Data modeling, Use Case modeling, User Story creations and narrative description.
Preferred Qualifications
- ITIL Foundation
- Lean IT Foundation
- Certification in project management methodology (i.e., Project Management Professional (PMP) or Prince2 certified)
- Bachelor’s degree in Computer Science, Business Administration, Engineering, or related discipline with an information technology focus.
- Knowledge relating to the design of processes and software across the organization.
Special Requirements
- This position may be subject to a criminal background investigation, drug screen, Live Scan fingerprinting, medical evaluation clearance, and functional capacity assessment.
- The University of California has implemented a SARS-CoV-2 (COVID-19) Vaccination Program covering all employees. To be compliant with the policy, employees must submit proof of vaccination or a University-approved exception or deferral.
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