Brandeis University seeks to hire a Service Management Analyst, IT Service Center. The Analyst will deliver program-wide use of best practices along with competent and efficient analysis and utilization of related systems and tools, to include ticketing, knowledge base, conversational AI, automated phone attendant, software licensing dispersal, web and FAQ pages, and all interconnecting aspects. The Analyst will ensure proper system configuration, effective plans for go live, ongoing releases and other firmware or application updates, The Analyst will work with vendors as appropriate while developing internal subject matter expertise.

The Analyst will provide expert technical assistance for Brandeis community members, white-glove service to University leadership and senior administration that may require after hours or weekend support. The Analyst will be share responsibility for training and guidance of junior support staff as directed, to ensure the team meets or exceeds performance expectations and that processes are followed to provide excellent customer service.

The hiring range for the position is $74.4k-$85.7k.

Key Responsibilities:

• The Analyst will administer and optimize the IT Service Management (ITSM) environment. This includes driving the adoption of ITIL best practices to improve service delivery efficiency and conducting holistic program analysis. The Analyst will administer the functionality and logic of critical support tools, including the ticketing platform, knowledge base, conversational AI, automated AI phone attendant, and client software request portals, technology client services web pages and FAQs. The Analyst is responsible for ensuring these interconnected systems operate seamlessly to support the broader IT team and university community. 30%

• Acting as the primary administrator for Service Management applications, the Analyst will manage system configurations, coordinate firmware updates, and oversee feature releases. The Analyst will act as the liaison between the university and software vendors, developing Subject Matter Expertise (SME) to guide future system expansions and to build proper system monitoring, analysis and data modeling opportunities. A critical component of this role involves data mining and modeling; the Analyst will build comprehensive reports to assist their supervisor and other leadership in identifying service trends, resource bottlenecks, and opportunities for dynamic scheduling improvements. 30%

• The Analyst will serve as the technical escalation point for incidents that cannot be resolved by Tier 1 staff. This involves triaging and resolving complex, non-routine technical issues regarding hardware, software, and peripherals. The Analyst is expected to handle sensitive or controversial requests with professional discretion and use these incidents as opportunities to document solutions for the wider team. As directed, the Analyst will mentor and train junior support staff, ensuring the team adheres to standard operating procedures and maintains high-quality customer service standards. This may occasionally require flexible availability for special projects or executive support. 25%

• Leveraging their extensive background in frontline support, advanced technical support expertise, and high-level of customer service skills, the Analyst will provide expert-level technical assistance to the University community, with a specific focus on "white-glove" service for leadership and senior administration. This role acts as a bridge between management and the support floor. 10%

• Other duties as assigned by leadership to support departmental goals. 5%

Skills & Qualifications:

• Bachelors Degree in related field required, Master's degree is preferred.

• 3-5 years of related work experience is required.

• Industry certifications such as ITIL, ITSM, Microsoft, Google, CTS, Customer Service certifications are preferred.

About Brandeis University

As a medium-sized private research university with global reach, we are dedicated to first-rate undergraduate education while making groundbreaking discoveries. Four major academic units with 3,600 undergraduates and 2,050 graduate students comprise the University: the College of Arts and Sciences, the Heller School for Social Policy and Management, the International Business School, and the Rabb School of Continuing Studies. In 1985, Brandeis was elected to membership in the prestigious Association of American Universities (AAU), which represents the 62 leading research universities in the United States and Canada. Brandeis has been ranked among the top 35 national universities by U.S. News & World Report every year since the rankings’ inception. Our 235-acre campus is located in the suburbs of Boston, a global hub for higher education and innovation. Our faculty are leaders in their fields, as passionate about teaching and mentorship as they are about pushing the boundaries of knowledge. Our students are motivated, compassionate, curious and open to exploring new and challenging experiences. Brandeis was founded in 1948 as a nonsectarian university under the sponsorship of th...e American Jewish community to embody its highest ethical and cultural values and to express its gratitude to the United States through the traditional Jewish commitment to education. By being a nonsectarian university that welcomes students, teachers and staff of every nationality, religion and orientation, Brandeis renews the American heritage of cultural diversity, equal access to opportunity and freedom of expression.

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