Technical Support Analyst
Job Location:
Salt Lake, UT - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
If youre passionate about building a better future for individuals communities and our countryand youre committed to working hard to play your part in building that futureconsider 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:
Job Description
Were looking for a Service Management Analyst II to help drive operational excellence across our Education Technology this role youll oversee and improve ITIL-based service management processes with a strong emphasis on Change Enablement ensuring technology changes are delivered with minimal disruption to students faculty and staff.Youll partner closely with technology leaders infrastructure teams application support quality engineering security operations and the Service Desk to strengthen service delivery improve operational maturity and support a culture of continual improvement.
This is an ideal opportunity for someone who thrives in complex environments enjoys improving systems and processes at scale and wants to make a meaningful impact in higher education technology.
What Youll Do
Lead and improve ITIL service management processes primarily focused on Change Enablement
Ensure changes to systems services and platforms are deployed with minimal operational disruption
Help evolve deployment and operational practices to support reliable high-quality service delivery
Establish measurable quality standards and help teams achieve operational excellence
Identify and implement process improvements that increase ITIL maturity across the organization
Initiate corrective and preventative actions to resolve operational or service-level exceptions
Collect analyze and report on service management metrics and operational effectiveness
Partner with technical and business stakeholders to improve service delivery workflows
Develop repeatable scalable operational processes and documentation
Ensure service management tools are configured and utilized effectively
Facilitate meetings and coordinate cross-functional operational activities
Create knowledge articles reporting and process documentation
Stay current on industry best practices in IT Service Management DevOps and Agile delivery
Required Qualifications
Bachelors degree in Business Technology or a related field
(Equivalent experience may substitute for education requirements)3 years of experience working within ITIL-based service delivery environments
3 years of experience designing leading or improving IT processes and programs
Experience with IT Service Management processes including Change or Problem Management
ITIL Foundations Certification (v3 or higher)
Preferred Qualifications
Experience with ServiceNow ITSM and ITBM platforms
Familiarity with JIRA and Agile delivery environments
Knowledge of DevOps practices and modern operational workflows
Certification in Lean Six Sigma or related process improvement methodologies
Broad understanding of ITIL processes and their relationship to overall service delivery
What Will Make You Successful
Strong analytical and problem-solving skills
Ability to manage competing priorities in fast-paced high-volume environments
Strategic mindset with attention to operational detail
Excellent communication and facilitation skills
Ability to identify operational risks and service impacts
Experience building measurable repeatable workflows and reporting structures
Strong collaboration skills across technical and business teams
Comfort leading large meetings and driving accountability across stakeholders
Youll join a mission-driven technology organization focused on delivering exceptional digital experiences that support student success at scale. This role offers the opportunity to influence operational strategy improve enterprise-wide service delivery and help modernize technology practices across a large and evolving environment.
Position & Application Details
Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical dental vision telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual flexible paid sick time with no need for accrual 11 paid holidays and other paid leaves including up to 12 weeks of parental leave.How to Apply: If interested an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information
Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. Its not all-inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
Required Experience:
IC
