City of Tacoma WA IT Service Management Analyst in Tacoma, Washington
IT Service Management Analyst
$72,800.00 - $93,329.60 Annually
Tacoma Power's Utility Technology Section is seeking an IT Service Management (ITSM) Analyst to join the Service Management Office (SMO) in driving IT Service Management continuous service improvement, develop and implement ITIL processes, serve as the product owner for ITSM tools, develop ITSM process KPIs and metrics, assist with managing a service portfolio and service catalog, as well as business relationship management and service level management.
This is an exciting time to join our team as UTS is maturing the ITSM program through implementing the ITIL framework, improving IT service delivery, enhancing our Cherwell Service Management tool set. Our goal is to transform UTS from a technology provider to a service centric organization. The ideal candidate is proficient in advance ITIL concepts, process engineering and has a service centric mindset, developing and monitoring service level agreements/operational level agreements.
The UTS Service Management Office is responsible for establishing a center of excellence for IT service delivery across Tacoma Public Utilities (TPU). We lead IT Service Management, IT Asset Management, Service Level Management. We are a close knit team focused on building partnerships with stakeholder groups across our organization, and adding value to our customers in everything that we do.
As the ITSM Analyst, responsibilities will include:
Serve as an ITIL process engineer and subject matter expert
Process development and documentation
Plan and facilitate workshops for ITSM continuous service improvement
Assist process owners with ITIL process development
Develop targeted training material for each of the adopted processes and facilitate ITIL & Cherwell training
Research industry best practices to improve processes and procedures for IT service delivery
Cherwell Service Management Subject Matter Expert & product owner
Lead the review and management of the Cherwell enhancement backlog
Assist with development of service design process for new services
Meet with management teams and customers at all levels as part of Business Relationship Management
Gather, analyze and report data to support recommendations & drive decision making
Develop regular and adhoc reports and dashboards for tracking program and process Key Performance Indicators and be able to present to Executive, Senior and Mid-level management
Track metrics to help improve service delivery
Development and Monitoring of Service Level Agreements and Operational Level Agreements
Apply Lean IT and Agile principles to process development
Lead the development of knowledge management practice
3+ years' experience of process improvement development with an emphasis on IT service delivery
ITIL 4 Foundations Certification
Advanced ITIL certifications
Understanding of Lean IT, Agile, and SCRUM
Proficient with report writing and dashboards in ITSM tool sets, preferably Cherwell
Experience with business process software such as Visio or Navvia
Project Management experience
Selection Process & Supplemental Information
This recruitment is being managed by Alissa McLain if you would like to be notified of similar opportunities, or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn! (http://www.linkedin.com/in/alissanoland/)
City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.
Tacoma Power is an almost 100% hydroelectric, municipally-owned public power utility, located in Tacoma. We serve approximately 170,000 customers as one of the three operating divisions of Tacoma Public Utilities, alongside Tacoma Water and Tacoma Rail. As one of the most livable, walkable cities in the country, you'll find that Tacoma is a great fit for all interests with places to bike, run, hike, and explore. It has the perks of a big city and the charm of a small town.
Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.
Applications will be reviewed as they are received for interview consideration.
Reference checks will be conducted on final candidates and appointment is subject to passing a background check.
Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.
If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400.
The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Public Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.
Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.
Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.
Vision Coverage: For eligible employees and their eligible dependents.
Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.
Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.
Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.
Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.
Other Employment Information
Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.
Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.
Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.
Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.
Do you have ITIL 4 Foundations Certification?
Please list your ITIL certifications.
Do you have 3+ years' experience of process improvement development with an emphasis on IT service delivery?
Tell us about your IT Service Management experience that demonstrates your service centric mindset.
Please describe your project management experience
Please describe your experience in developing and negotiating service level agreements and operational level agreements
One of the City's Principles that guides us is Equity. Describe what equity means to you and describe an experience you have working with diverse groups of people.
Please tell us how you learned about this job opening.
Job Interest Card notification
Union job posting
City of Tacoma employee
Online job board posting
Word of mouth
Where did you learn about this job?
City of Tacoma
Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764
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