Rutgers, The State University of New Jersey, is seeking a ITSM Data Analyst for the Office of Information Technology Service Management Office (SMO). This position reports to the Associate Director of IT Service Management. The Data Analyst is responsible for providing reporting and performance analytics support to the SMO, Rutgers IT Help Desks, and Rutgers IT units.
Among the key duties of this position are the following:
Works closely with the Associate Director of IT Service Management, Office of Information Technology Executive Leadership, and Rutgers IT Management to identify, define and capture service management metrics that tracks and trends performance over time; i
Identifies strengths and weaknesses in IT support
Diagnoses the underlying drivers of performance gaps.
Informs continuous improvement initiatives and demonstrates the ROI and business value of IT service and support.
Applies effective communication, analytical, and problem-solving skills to help demonstrate the business value of OIT's investment in the Rutgers University ITSM platform in supporting desired university and IT business outcomes.
Supports both the ITSM Business Analyst and the ITSM Training administrator as the secondary system administrator.
Minimum Education and Experience:
Bachelor's degree in Math, Engineering, Business Administration, Computer Science or related field or an equivalent combination of education and/or experience.
A minimum of five (5) years of experience in information services/technology.
Required Knowledge, Skills, and Abilities:
Significant experience utilizing a variety of data visualization tools and methods to create graphs, charts, timelines, maps, dashboards, infographics, etc.
Experience defining data modeling/analysis services to mine various systems and applications.
Experience conducting facilitated workshops for data requirements analysis.
Experience maintaining data support tools, metadata inventories, and definitions for database file/table.
Excellent written communication skills.
Polished verbal communication skills.
Familiar with overall IT concepts, practices, and procedures.
Excellent analytical and creative problem-solving skills.
Experience with data, business, and technical requirements gathering and analysis.
Ability to communicate and translate requirements between technical and business teams.
Proficient in analyzing complex data models, workflow processes and procedures.
Willingness to observe anl analyze patterns, trends, and correlations in Higher Education, technology, and business practices, and (re)train as necessary to remain current in modern IT service management and business analysis best practices, frameworks, standards, and methodologies.
Ability to work independently or in teams.
Experience in a Higher Education technology environment.
Experience as a data and reporting analyst for an IT service and support organization.
Knowledge of and experience learning meaningful CSFs, KPIs, and metrics for IT service and support.
Knowledge of the ServiceNow Common Services Data Model (CSDM).
Experience with Microsoft Office products, including MS Excel, Visio and Project.
Physical Demands and Work Environment:
Ability to travel to all Rutgers campuses anl navigate stairs.
Visual acuity to perform activities such as: viewing a computer terminal, reading, analyzing written information/data, etc.
Posting Number: 21ST0783
Location: Cook (RU-New Brunswick)
Internal Number: 129667
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.