The Computing Services central IT department provides services that strategically impact university goals. We make decisions based on interaction and valuable input from colleagues engaged in the education, research, and administration efforts of the university. We are a learning organization and approach successes and mistakes as a learning experience to cultivate a culture of intelligent risk-taking continually. Join us and be part of a team committed to excellence, innovation, diversity, team, and individual growth. The Service Management and Communications team collaborates with division leaders and service teams to develop and deliver processes that support the division's portfolio and service management goals. We are seeking applicants for a Service and Process Analyst position to support this activity. Under direct supervision of the Service Management and Communications leadership, you will support the requirements gathering, development, management, and monitoring of one or more ITSM practices. You will collaborate with and support IT service teams in the effective adoption and use of standard operational practices, define metrics, and create reports and dashboards to enable service teams to effectively measure the health of their services.to ensure the delivery of high-value services to campus. We seek highly motivated, innovative, and collaborative thinkers passionate about delivering high-quality user experience and service value. Responsibilities: Collaborate with stakeholders at different levels to assess business needs, gather requirements, understand, and document process workflows. Work with leadership and team to design, develop, document, and implement service and portfolio management processes that support project and service delivery needs, ensure effective management of university human and financial resources, and promote customer value. Provide diplomatic and timely communication to support iterative planning and delivery cycles. Interpret the ITIL Service Management framework and align its practices into standardized processes. Define service requirements that align with the ITIL framework to ensure the delivery of service value to the community and support meaningful customer experiences. Conduct organizational change activities to communicate, train, and monitor the success of process implementation and service management efforts. Collaborate with the ServiceNow platform to implement processes, workflows, and automation that meet defined business outcomes. Identify process improvements to increase adoption, maturity, efficiency, and effectiveness. Collaborate with cross-functional teams across the division to evaluate and monitor continual improvement opportunities to promote operational efficiency. You must demonstrate: Exceptional written and verbal communication skills Ability to translate complex frameworks and practices into practical processes and guidance. Proven ability to handle multiple tasks simultaneously and effectively set priorities. Strong organization skills with acute attention to detail Ability to develop organizational change plans and execute those plans. Inclusion and cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who can effectively interact with a varied population of diverse audiences. We are looking for someone who shares our values and who will support the mission of the university through their work. This is a great opportunity for someone to work in a creative, dedicated, driven team, in a collaborative environment committed to technical innovation, inclusion, and work-life balance. Qualifications A bachelor's degree or equivalent combination of education and/or experience in lieu of a degree. A minimum of 5-8 years of experience in information architecture and content development, continual process improvement activities, and gathering and documenting business requirements Preferred experience Experience working with stakeholders at various levels with varying business needs. Experience in a technology industry or related field Project and/or service management experience ServiceNow platform knowledge with solid understanding of ITIL as a leading service management framework Requirements: Successful background checks Are you interested in this exciting opportunity?! Apply today! Joining the CMU team opens the door to an array of exceptional benefits available to eligible employees. Those employees who are benefits eligible have the opportunity to experience the full spectrum of advantages from comprehensive medical, prescription, dental, and vision insurance to an enticing retirement savings program offering a generous employer contribution. You can also unlock your potential with tuition benefits and take well-deserved breaks with ample paid time off and observed holidays. Finally, rest easy knowing you are covered by life and accidental death and disability insurance. Other perks include a free Pittsburgh Regional Transit bus pass, our Family Concierge Team to help navigate childcare needs, fitness center access, and so much more! For a comprehensive overview of the benefits that may be awaiting you, explore our Benefits page. At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond just credentials, we consider the role and responsibilities, your invaluable work experience, and the knowledge gained through education and training. We acknowledge and appreciate your unique skills and the diverse perspective you bring. Your journey with us is about more than just a job; it’s about finding the perfect fit for your professional growth and personal aspirations. Are you interested in an exciting opportunity with an exceptional organization?! Apply today! Location Pittsburgh, PA Job Function Business Analysis and Process Improvement Position Type Staff – Regular Full Time/Part time Full time Pay Basis Salary More Information: Please visit “Why Carnegie Mellon” to learn more about becoming part of an institution inspiring innovations that change the world. Click here to view a listing of employee benefits Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran. Statement of Assurance Interested in a career with Carnegie Mellon University but not finding anything that currently aligns with your interests, background, or experience? Learn how to sign up for Job Alerts through your candidate profile. If your heart is in your work, come work with us. Carnegie Mellon University isn’t just one of the world’s most renowned educational institutions – it’s also a hotspot for some of the most talented doers, dreamers, and difference-makers on the planet. When you join our staff, you’ll become an important part of our mission to create a healthier, safer, and more just life for all. No matter what your role or location, you’ll connect and collaborate with dedicated, passionate colleagues – and you’ll have the satisfaction of delivering work that truly matters. At Carnegie Mellon, an unshakeable commitment to diversity, equity, and inclusion is woven into all aspects of our campus culture. We cultivate a vibrant, welcoming environment where everyone is valued and encouraged to contribute and achieve. In addition to competitive benefits and a robust support network, you’ll have access to many tools and resources to sharpen your abilities and professional skills, as well as opportunities to engage and share perspectives with a dynamic and inspiring community of uniquely talented staff, faculty, students, and alumni. The future is awaiting your expertise and intellect. Come join the architects of what’s next. Apply now. Learn more about Student Employment. Please see Faculty Careers. For technical assistance, email HR Services or call 412-268-4600. If you are an individual with a disability and you require assistance with the job application process, please email Equal Opportunity Services or call 412-268-3930. Prospective Employee Disclosures