IT Analyst II - ITSM

UCF IT is the central information technology organization at the University of Central Florida, providing technology services and support to faculty, staff, and students. Reporting to the Vice President for Information Technology and Chief Information Officer, UCF IT comprises several key departments, including Infrastructure & Operations, Telecommunications, Enterprise Application Development, Information Security, Instructional Resources, and Client Services. UCF IT collaborates with university stakeholders through governance frameworks and advisory committees to ensure alignment with UCF’s strategic goals. With a focus on innovation, security, and excellent service delivery, UCF IT supports the university’s mission of teaching, learning, research, and community engagement.

The Opportunity: 

UCF IT is seeking applications for IT Analyst II to support IT Service Management processes, Configuration Management Database (CMDB) systems, IT asset management, service catalog, and knowledge bases. This role involves analyzing, administering, implementing, securing, maintaining, and documenting these systems. Responsibilities include technical writing, business process documentation, troubleshooting, integration design, and support for software, interfaces, and databases.

UCF is seeking to fill multiple roles. Candidates for this job posting will be considered for additional vacancies in this department.

Responsibilities:

• Support the design, implementation, quality control, and maintenance of IT systems including, but not limited to, CMDB, asset management, IT service management, and ticketing systems.

• Implement data quality audits and processes to ensure accurate system data.

• Collaborate with technical managers, subject matter experts, and performance analytics developers to identify key metrics, reporting, and process improvement opportunities.

• Research, evaluate, and recommend solutions to business problems.

• Participate in design and development teams, implementing process improvement and systems projects, and analyze, create, and develop workflows and operational procedures.

• Prepare documentation to support design and business processes.

• Write queries and create reports using SQL, ServiceNow Performance Analytics, and PowerBI.

• Coordinate with technical service managers to improve business process documentation, knowledge articles, and other documents to enhance customer experiences.

• Generate reports and dashboards related to asset inventory, utilization, and compliance.

• Identify and recommend improvements to CMDB, IT services, data quality, and support processes.

• Develop and maintain documentation for IT processes and procedures.

• Provide training and support to IT staff on system usage and best practices.

• Participate in IT service management (ITSM) and performance analytics initiatives.

• Participate in the development of internship projects and mentor student interns.

• Perform other duties as assigned.

Minimum Qualifications: 

Bachelor’s degree and 2 years of relevant experience; or High School Diploma (or equivalent) and 6 years of relevant work experience in lieu of degree, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Click here for more information

Preferred Qualifications:

We welcome candidates with any of the following:

• Experience working in IT with strong understanding of IT infrastructure components and relationships.

• Strong technical writing skills with the ability to document processes.

• Experience in a higher education environment.

• Advanced Excel skills.

• Proficiency in CMDB software (e.g., ServiceNow, BMC Helix, etc.).

• Experience with scripting and automation (e.g., PowerShell, Python).

• Experience with database management.

• Experience with API integrations.

• ITIL certification preferred.

• Excellent analytical and problem-solving skills.

• Great communication and interpersonal skills.

• Strong organizational skills.

Special Instructions to the Applicants:

This is not a remote position. Up to 1-2 hybrid workdays per week may be available following a probationary period, depending on work duties, university and IT policies, and supervisor approval.

​The anticipated salary range for this position is $56,030 - Negotiable. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

Applicant must be authorized to work for any U.S. employer, as sponsorship is not available for this position.

UCF is seeking to fill multiple roles. Candidates for this job posting will be considered for additional vacancies in this department.

Are you ready to unleash YOUR potential?  

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you’ll play an integral role at one of the most impactful universities in the country. You’ll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you’ll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you’ll have countless rewarding experiences that go well beyond a paycheck. 

Working at UCF has its perks! UCF offers: 

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program   

• Paid time off, including annual and sick time off and paid holidays  

• Retirement savings options   

• Employee discounts, including tickets to many Orlando attractions   

• Education assistance   

• Flexible work environment 

• And more…For more benefits information, view the UCF Employee Benefits Guide.   

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF. 

Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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