Service Analyst, Information Technology

Location
Anchorage, AK, US
Salary
Competitive
Posted
Oct 19, 2019
Ref
5175
Position Type:
ACE Technical/Supervisory/Analyst, Information Technology Services

Date Posted:
10/18/2019

Location:
INFORMATION TECHNOLOGY

Closing Date:
Open Until Filled


Bargaining Unit: ACE
Work Year: 230 days per year, 12 contract payments
Work Day: 8 hours per day
FTE: Full time, 1.0 FTE
Salary: ACE 9 $54,523.80 - $69,595.70

Job Summary
The IT service analyst oversees the daily work of their team and is responsible for performing quality assurance checks on tickets to ensure customer satisfaction. The analyst assists IT leadership in conducting research, developing and implementing plans, creating and documenting policies and procedures, and provides advice on a wide range of information systems issues. The position creates, modifies, and aligns support processes and procedures with organizational and departmental initiatives. The position has a retirement association with the Public Employees' Retirement System (PERS).

Job Requirements
The following are required:
  1. A bachelor's degree with emphasis in computer science, project management, or a related field of study. Equivalent experience, education, and training may be considered in lieu of the degree requirement.Five years of progressively responsible experience in technical support and customer service associated with technical systems.A current Alaska driver's license and transportation to be used for district business.Work experience supervising a team.
The following are preferred:
  1. Experience with and in-depth knowledge of Anchorage School District locations, applications, technology infrastructure, and procedures.Familiarity with ITIL and the ability to develop procedures using ITIL guidelines.

Essential Job Functions
  1. Takes accountability of issues that occur and is proactive in searching for potential problems. Achieves excellent user outcomes.Implements strategy, implementing policies to ensure business requirements are being met.Supports a performance culture where IT staff are given space, authority, and support to deliver outcomes.Maintains focus on the whole life of service delivery, including procurement, delivery, and operation.Takes staff information and consolidates agreed key performance indicators into product or service measures.Coordinates staff scheduling and leave requests to meet service delivery needs.Participates as subject matter expert.Communicates and implements IT policies and processes in projects and service delivery.Has a current and deep understanding of the technical concepts related to their role and understands how these fit into the wider technical landscape with guidance.Creates and encourages a culture of innovation, allows people to consider and take informed risks, and ensures they keep up to date with the latest trends.Continuously seeks out ways to improve policy implementation and build a leaner, more flexible and responsive department.Supports the strategic vision and direction. Positively influences key staff members. Delivers business objectives through supporting an inclusive environment.Ensures that technical terminology is business-oriented. Translates technical terminology and asks the right questions to find solutions.Puts users first and can manage competing priorities.Is a good team player and works effectively across IT operations. Is able to manage challenging relationships with internal and external teams and suppliers.Delivers timely performance and takes responsibility and accountability for quality outcomes.Works to agreed goals and deals with challenges in a responsive and constructive way.Shows our pride and passion for education, communicating purpose and direction with clarity, integrity and enthusiasm. Is visible. Leads and engages with people in a straightforward, truthful and candid way.Ability to maintain supervisor's responsibilities during their absence.

Physical/Mental Demands
The physical demands of this job require frequent standing, walking, sitting, speaking, and hearing. Specific visual abilities are also required. The employee is regularly required to reach with his/her hands and arms and occasionally lift items weighing less than 40 lbs. Additionally, the employee must be able to communicate by oral and written means in an appropriate business manner and have cognitive skills to understand instructions, readily recall facts and details, handle conflict, and make effective decisions under pressure. The employee must have the ability to effectively manage the stress of working with students, parents, and other employees representing diverse cultures, personalities, and work styles in a dynamic work environment.

The Anchorage School District is committed to providing reasonable accommodations, according to applicable state and federal laws, to all individuals with qualified physical or mental disabilities.

Work Environment
Work is performed in a professional environment with a wide variety of individuals having differing functions, personalities and abilities, including working with diverse groups of people in a variety of different settings.

While performing the duties of this job the employee may be regularly exposed to a video display. The employee may be exposed to outdoor weather conditions. The noise level in the work environment is usually moderate.

Additional Job Information
This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties as requested by any person authorized to give instructions or assignments.

Anchorage School District employees must possess the ability to read and write in English. This includes the ability to communicate in English with school staff, coworkers, and the public. Employees must also have the ability to comprehend and carry out oral and written directions and understand and follow English instructions and written documents.

Offers of employment are contingent upon completion of a satisfactory criminal background check.

This position may be required to work in ASD facilities on the military installations (JBER). Please visit https://www.dhs.gov/real-id-enforcement-brief for additional information.

The Anchorage School District is an equal employment opportunity employer.

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