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Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union The IT Service Management (ITSM) Analyst drives the design, implementation, and optimization of IT service management processes and systems within UCSF. This position is accountable for examining existing processes, identifying areas for improvement, and implementing best practices to enhance efficiency, reduce costs, and enhance the customer experience. The ITSM Analyst will play a vital role in assisting with incident reviews, problem evaluation, the creation and management of knowledge articles, the management of the configuration management database (CMDB), and facilitating the change advisory board (CAB). The role will also assist in service request management and coordinate service catalog processes. The primary duty of the ITSM Analyst is to ensure that IT service management processes and procedures are designed, implemented, and optimized to meet the needs of UCSF and its customers, while also complying with policies and standards set forth by the department. The ITSM Analyst will positively impact UCSF's operations and culture by ensuring UCSF's IT infrastructure is operable, secure, efficient, and effective in service of the University's mission. The ITSM Analyst will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF's vision while modeling UCSF's culture and values. Department Overview: University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue. The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT Service Management, responsible for ensuring the right processes, people, and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research.
% of Time |
Essential Function (Yes/No) |
Key Responsibilities |
60% |
Yes |
Process Management and Analysis
- Oversees the process roadmap and prioritizes the request backlog in support of UCSF's IT plans/initiatives.
- Develops, implements, and oversees ITSM processes including incident management, problem management, change management, service catalog management, and service request management.
- Owns processes and related technology configuration design along with documented workflow and data flow diagrams.
- Delivers high-quality service focused on responsiveness, assurance, and empathy.
- Monitor and analyze ITSM process performance, identifying areas for improvement and implementing enhancements.
- Ensures ITSM processes align with Information Technology Infrastructure Library (ITIL) best practices and University goals.
- Acquires data from diverse sources, analyzes complexities and inconsistencies to solve problems, and translates information into clear and accurate documentation.
Operational and Stakeholder Engagement:
Consults with stakeholders across the University to understand their requirements and ensure that ITSM processes and systems align with their needs. Leads regular process committee meetings and facilitates process review discussions. Provides expertise to cross-functional teams in incident, problem, and knowledge reviews and post-mortems. Develop, implement, and oversee IS service process policies and procedures governing processes to ensure accuracy and completeness. Drives continual assessments and optimization of IS service processes to ensure that they are meeting the ongoing and evolving requirements of IS and the University. Reporting and Compliance
Designs reports and analyzes data to monitor the effectiveness of ITSM processes and systems for improvement. - Documents ITSM policies, procedures, and workflows to ensure that they are followed.
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20% |
Yes |
Problem Solving
Implements preventive measures by identifying potential issues early and collaborates with other IS and IT professionals to solve problems and address customer complaints efficiently and effectively. Makes timely decisions based on analysis and experience to resolve problems and create positive outcomes. |
5% |
Yes |
Customer Service
- Serves as a technical expert that provides support to other IT areas.
- Maintains open and consistent communication with users, particularly during issue resolution and system updates, to ensure users are well-informed about progress and expected completion times.
|
5% |
Yes |
Continuous Improvement
Leverages latest industry knowledge and best practices to facilitate innovation, identify opportunities for improvement, and support decision-making with ambiguous or unique challenges. |
5% |
Yes |
Communications and Training
- Maintains consistent communication with senior leaders to resolve escalations and provide updates.
Trains personnel to ensure that they are implemented and adopted |
5% |
Yes |
Other
Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF's campus. Actively promotes the organization's core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work. Maintains current knowledge of university policy and procedures; effectively, consistently and fairly applies university policy and/or campus/division procedures for assigned area and team members supervised; complies with university, campus and division policies and procedures regarding privacy of information, authorized use of university resources and the security of university systems and data. Participate in an on-call rotation for high and critical 24x7 incident response as needed. Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time. |
Total: 100% |
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REQUIRED QUALIFICATIONS
- Bachelor's degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, business, or related discipline
- 5+ years of experience in information technology or IT Service Management/Customer Experience
- ITIL Certification
- Advanced knowledge of ITIL best practices and application of concepts.
- Expert skills in facilitation, consulting, and relationship building, with demonstrated ability to coach, influence, and provide strategic thinking to managers and groups at all levels.
- Advanced verbal, written communication, and presentation skills.
- Demonstrated ability to learn quickly, reason, synthesize and generalize based on information obtained; sound judgment; ability to draw unbiased conclusions.
- Advanced ability to focus on priorities, strategies, and vision.
- Advanced experience working in a project-based environment, including the ability to report on project status, evaluate project risks, and escalate project issues. Experience with risk analysis frameworks. Knowledge of information management.
- Demonstrated analytical, problem-solving, project planning, and implementation skills, with extensive experience uncovering root problems and scoping solutions based on available resources and timelines. Seeks information from diverse sources to inform solutions and makes decisions with integrity.
- Advanced experience providing inclusive leadership and cultivating an inclusive environment that values equity, diversity, inclusion and belonging.
REQUIRED CERTIFICATIONS
PREFERRED QUALIFICATIONS
- Knowledge about local, state, and federal regulations related to Information Technology (IT) systems, privacy laws, safety standards, and service level agreement adherence. Demonstrated discipline recognizing and handling confidential and sensitive information, with proven ability to provide detailed information and summaries to management.
- Experience in complex higher education environments, serving academic, medical, and research and administrative functions of a large public university.
Certification
- ITIL Practice Manager (or equivalent)
- Lean Six Sigma certification
- Knowledge-Centered Service Certification
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Salary Information
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html REQUIRED QUALIFICATIONS
- Bachelor's degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, business, or related discipline
- 5+ years of experience in information technology or IT Service Management/Customer Experience
- ITIL Certification
- Advanced knowledge of ITIL best practices and application of concepts.
- Expert skills in facilitation, consulting, and relationship building, with demonstrated ability to coach, influence, and provide strategic thinking to managers and groups at all levels.
- Advanced verbal, written communication, and presentation skills.
- Demonstrated ability to learn quickly, reason, synthesize and generalize based on information obtained; sound judgment; ability to draw unbiased conclusions.
- Advanced ability to focus on priorities, strategies, and vision.
- Advanced experience working in a project-based environment, including the ability to report on project status, evaluate project risks, and escalate project issues. Experience with risk analysis frameworks. Knowledge of information management.
- Demonstrated analytical, problem-solving, project planning, and implementation skills, with extensive experience uncovering root problems and scoping solutions based on available resources and timelines. Seeks information from diverse sources to inform solutions and makes decisions with integrity.
- Advanced experience providing inclusive leadership and cultivating an inclusive environment that values equity, diversity, inclusion and belonging.
REQUIRED CERTIFICATIONS
PREFERRED QUALIFICATIONS
- Knowledge about local, state, and federal regulations related to Information Technology (IT) systems, privacy laws, safety standards, and service level agreement adherence. Demonstrated discipline recognizing and handling confidential and sensitive information, with proven ability to provide detailed information and summaries to management.
- Experience in complex higher education environments, serving academic, medical, and research and administrative functions of a large public university.
Certification
- ITIL Practice Manager (or equivalent)
- Lean Six Sigma certification
- Knowledge-Centered Service Certification
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University of California - San Francisco
130,000-180,000
Aug 24, 2026