Description

Position Overview

The University of Kansas Shared Services Center is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers through consistent processes and enabling technology.

Reporting to the Senior Business Analyst, the Systems Analyst will play a pivotal role in the implementation of the Shared Services Center’s new ITSM case management system.  This position will be the lead, working closely with SSC and Information and Technology Services (ITS) staff, responsible for the initial and ongoing configuration of the new ITSM.  This includes working with the team on the SSC’s requirements and building forms, workflows, reports, and integrations with other systems to meet those requirements.

 Job Description

25% Perform ongoing ITSM administration 

• Evaluate, design, develop, and debug TeamDynamix applications, integrations, workflows, reports, forms.
• ITSM administration tasks also include creating templates, assigning user permissions, responding to and resolving high level end user issues through TeamDynamix ticketing.

20%  ITSM  System Support

• Prepare and submit change requests, user guides, training guides and other required documentation in support of capabilities for the ITSM system.

20% Coordinate with University ITS staff on upgrades, patches and new releases for the ITSM system. 

• Notifies SSC staff regarding upcoming outages and maintenances as well as working with SSC Learning and Communications to communicate changes about new functionality and changes to existing functionality. 
• Conduct end user testing with SSC staff when there are new feature releases or updates to existing functionality.

15%  ITSM case management solution implementation

• Participates in workshops and planning sessions, consulting with staff subject matter experts to translate business requirements as well as working closely with University ITS staff and the vendor to complete the initial configuration and set-up of the new ITSM.

10% TeamDynamix adoption and Utilization 

• Help to drive the adoption, utilization and proficiency of TeamDynamix use with end users.
• Consult with SSC departments not currently using case management to build business cases and find ways for ITSM to meet internal needs and create efficiencies.

 5% Business Processes Improvement

• Apply proven communication, analytical, and problem-solving skills to help maximize SSC’s investment in the University’s ITSM platform. 
• Assess new system functionality and its potential for playing a role in improving business processes.

5%  ITSM and TeamDynamix Professional Development and Training 

• Attends conferences, seminars, training classes, networking, etc. to enhance and improve existing skills as well as learn new ITSM and TeamDynamix skills and knowledge.  

Required Qualifications

Bachelor’s Degree and 1 years of relevant systems experience or high school diploma and 3 years of relevant systems experience.

Minimum two (2) years of programming OR equal combination of training and experience in one or more of the following: HTML, Forms, Web API

Prior work experience that required strong organizational and written communication skills as evidenced by application materials.

Experience with networking/telecommunications, server hardware and operating systems, web servers, application servers, database systems, SaaS concepts, etc.

Additional Candidate Instruction

A complete online application includes:

Cover letter addressing how you meet the required and preferred qualifications.

Resume/CV.

Contact information for three professional references (including at least one previous or current supervisor).

Application review begins Monday, June 6th, 2022 and continues until a pool of qualified applicants is identified.