Service Management Analyst or Senior Service Management Analyst

Office of the Chief Information Officer – University of Illinois Urbana-Champaign

The Service Management Analyst or Senior Service Management Analyst serves as a key stakeholder within the Enterprise Service Management Office, responsible for advancing the maturity of enterprise IT service management practices across the university. The role leads and supports multiple ITSM practice areas and works across Campus IT to drive consistent, effective, and measurable service management outcomes. The premier candidate will bring deep knowledge of IT service management frameworks (such as ITIL) and demonstrated experience leading and maturing multiple ITSM practices in a complex organization. They will be a collaborative leader with strong facilitation and communication skills, able to work across organizational boundaries, manage ambiguity, and influence without authority. Experience implementing service management practices at scale and leveraging service management tools, such as TeamDynamix or ServiceNow, and translating operational data into actionable insights is highly desirable.

If you are energized by improving how services are delivered and enjoy working with teams of all backgrounds to create meaningful operational improvements, we encourage you to apply. Hybrid work options may be available for this position, with the ability to be on-site at the University of Illinois Urbana-Champaign campus as needed per the University’s Workplace Flexibility policy. Sponsorship for work authorization is not available for this position.

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Job Summary
Improve process effectiveness and efficiency of the IT service management processes across campus. Guide continual service improvement by facilitating and implementing industry best standards to be used by enterprise IT services throughout the service lifecycle.

Service Management Analyst Duties & Responsibilities

Service Management

• Support the development and maintenance of IT Service Management (ITSM) frameworks, guidelines, and best practices to improve service delivery and operations.
• Assist in the configuration, administration, and optimization of ITSM tools to support processes such as service requests, change management, and incident tracking.
• Help maintain the Enterprise IT Service Catalog, ensuring service data accuracy, ownership, and alignment with IT offerings.

Reporting & Compliance

• Assist in defining and tracking key performance indicators (KPIs) related to IT service performance, efficiency, and process adherence.
  
• Develop reports and dashboards to monitor service quality, operational effectiveness, and compliance with ITSM processes.
  
• Support ongoing continuous improvement initiatives by analyzing data and identifying areas for process optimization.

Consulting & Training

• Provide basic consulting and guidance on ITSM best practices, ensuring alignment with IT operations and service delivery needs.
  
• Assist in the development and delivery of training programs focused on ITSM principles, ticketing system usage (e.g., TDX), and service management workflows.

Senior Service Management Analyst Duties & Responsibilities

Consulting & Training

• Provide expert consulting on IT Service Management (ITSM) best practices, ensuring alignment with IT operations, service delivery, and continuous improvement initiatives.
  
• Develop and deliver training programs focused on ITSM frameworks, service lifecycle management, and IT service delivery processes to enhance team capabilities.
  
• Guide IT teams on leveraging ITSM tools (e.g., TDX) for service request management, change enablement, incident coordination, and problem resolution.

Service Management

• Develop and maintain ITSM frameworks, guidelines, and best practices that support IT governance, change management, service request fulfillment, and IT service continuity.
  
• Assist in the configuration, optimization, and strategic use of ITSM tools to enhance efficiency across incident, request, change, asset, and knowledge management processes.
  
• Maintain the Enterprise IT Service Catalog, ensuring accurate service definitions, ownership, and relationships to IT offerings.
  

Reporting & Compliance

• Define key performance indicators (KPIs) related to IT service delivery, request fulfillment, change success rates, and overall service performance.
  
• Develop reports and dashboards that provide actionable insights into ITSM process adherence, operational efficiency, and user satisfaction.
  
• Create and maintain an ITSM continuous improvement roadmap, identifying opportunities for automation, optimization, and service enhancements.

Service Management Analyst Minimum Qualifications

1. High school diploma or equivalent.
   
2. Any one or any combination totaling two (2) years (24 months) from the following categories:
   
   1. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
      
      1. 30 semester hours equals one (1) year (12 months)
         
      2. Associate’s Degree (60 semester hours) equals eighteen months (18 months)
         
      3. 90 semester hours equals two (2) years (24 months)
         
      4. Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
         
   2. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
      
3. Demonstrated experience in IT service management or related processes.
   
4. Demonstrated experience with ITIL principles and/or with Incident, Problem, Change, and Request Management.
   
5. Demonstrated experience working with IT Service Management (ITSM) tools such as TeamDynamix or Service Now.

Senior Service Management Analyst Minimum Qualifications

1. High school diploma or equivalent.
   
2. Any one or any combination totaling three years from the following categories:
   
   1. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
      
      1. 30 semester hours equals one (1) year (12 months)
         
      2. Associate’s Degree (60 semester hours) equals eighteen months (18 months)
         
      3. 90 semester hours equals two (2) years (24 months)
         
      4. Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
         
   2. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
      
3. Demonstrated experience in IT service management.
   
4. Demonstrated advanced knowledge of ITIL and practical experience with Incident, Problem, Change, and Request Management processes.
   
5. Demonstrated experience with enterprise ITSM tools such as ServiceNow and TeamDynamix.

Preferred Qualifications

Bachelor's degree in IT, information sciences, or business processes. Experience in participating in workgroups of all technical backgrounds. One year of experience in technical IT field in higher education. Service Management ITIL Certification. Process Improvement Lean and/or Six Sigma Certification.

Knowledge, Skills & Abilities

Knowledge of the systems and operations used within the areas and departments of responsibility. Excellent communication skills. Ability to oversee and coordinate activities of user groups. Ability to effectively communicate with other colleagues, supervisors, administrative staff, and other IT users. Ability to identify and resolve technical problems.

Appointment Information

This is a 100% full-time Civil Service 5031 - Information Technology Technical Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. The budgeted salary range for the Service Management Analyst is $62,000 to $75,000, and the budgeted range for the Senior Service Management Analyst is $75,000 to $85,000. Salary is commensurate with experience.

Sponsorship for work authorization is not available for this position.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on Monday, March 30, 2026. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Dallas Johnson at dallas1@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

At the University of Illinois Urbana-Champaign — the state’s flagship public university and one of the world’s leading research institutions — every staff member helps shape what’s next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you’re empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence — where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.

Champaign-Urbana

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.

This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.

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The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodation portal, or by contacting the Office for Access & Equity at 217-333-0885, option #1, or accessibility@illinois.edu.

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Requisition ID: 1035438
Job Category: Technical
Apply at: https://jobs.illinois.edu