Job Description
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 406Pay 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 Certi