IT Service Analyst II

Ohio University

Athens, OH

ID: 7066346
Posted: May 20, 2020
Application Deadline: Open Until Filled

Job Description

Special Instructions to Applicants
Please complete the online application and attach required documents. Required documents include a detailed cover letter, resume, and a list of at least three (3) professional references with current contact details, including email addresses.

Position will remain open until filled. For full consideration, please apply by June 3, 2020.

This position is eligible for the following benefits: medical, vision, dental, basic and supplemental life, winter break closure, paid holidays, educational benefits for you and eligible dependents, sick leave, vacation, and retirement.
Posting Number 20162937S
Job Description
The IT Service Analyst II is responsible for performing business analysis and conceptual solution design of medium sized, moderately complex IT service-oriented projects. The Analyst verifies that service changes are fully documented, provides assistance with research, analysis, and documentation to clarify changes to services in the service management lifecycle. Collaborates with service owners, leaders, subject matter experts, end users, and technical staff to identify and understand business needs, design possible technology solutions and help implement and transition chosen solutions. Elicits and documents business requirements and creates appropriate business analysis documentation artifacts for both technical and non-technical audiences. Creates and updates standard procedures in the service management lifecycle. Supports service owners of OIT services throughout the entire service lifecycle including strategy, design, transition, and operations. Performs research within service areas and presents findings to service owners; analyzes and presents data on service performance to service owner for inclusion in reporting; researches and analyzes service financial trends and variances.

Duties include:
1. Solution Analysis – Analyze moderately complex IT service change (project) requests. Conduct discovery meetings with stakeholders. Perform background research on proposed product or solution. Contact vendor for references and/or discovery. Develop and document the functional and technical requirements working with IT professionals, subject matter experts, and stakeholders. Participate in RFI and RFP processes. Propose technical plans that are aligned with business objectives and technical requirements. Work with IT resource managers and service owners to establish a statement of work with effort estimates and project costs. Summarize and present possible solutions with their associated costs and, based upon the business and technical needs, recommend the optimal choice.

2. Business Analysis and reporting – Gather, analyze, and report on service-related data, including help desk tickets and other forms of monitoring, to inform service owner reporting on service level adherence and other general stakeholder reporting. Provides analysis and recommendations for budget forecasting for OIT services. Conduct in-depth business analysis on medium-sized, moderately complex projects that can include, but is not limited to: SWOT analysis, cost benefit analysis, return on investment, feature/gap analysis, feasibility analysis. Assist service owners and stakeholders with creation of a business case, funding proposal, and documentation of current business processes. Identify business process bottlenecks and research options to improve the process. Develop and document test plans. Assist clients with executing the test plans and obtaining sign-off.

3. Supporting stakeholder and user assessment – Support service owners with the use of tools and practices to assess user and stakeholder feedback for new, existing, and sunsetting service offerings. Analyze and report on findings and make recommendations for service changes.

4. Other Duties as assigned

Minimum Qualifications
• Bachelor’s degree or equivalent combination of education and experience.
• 3+ years of professional experience in business analysis, project management, product management, or related fields.
• Demonstrated knowledge of business analysis concepts, practices and procedures with the ability to use in varied situations; excellent written and verbal communication skills.

Preferred Qualifications
• Broad knowledge of IT services and technologies.
• Basic knowledge in generating process documentation
• Experience working on agile teams
• Self-starter who is comfortable under pressure with the ability to execute with limited information and ambiguity.
• Experience working with senior-level leadership.
• Flexible, adaptable, and able to manage multiple tasks in a dynamic, high-pressure, fast-paced environment.

Department Information and Technology Office
Pay Rate
Salary is commensurate with candidate’s experience and qualification. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.


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