Position, Department: ITSM Process and Development Analyst, Operations
Type of Position: Full-time Salaried, Exempt
Work Schedule, Hours per week: Monday-Friday, 8:00 AM to 5:00 PM, 40 hours per week
Pay Range: $71,500.00-$94,000.00 and determined based on relevant years of work experience.
Opportunity for hybrid schedule: Yes
Benefits Category: Full-time Benefits
Position Summary: The IT Service Management (ITSM) Process and Development Analyst is responsible for defining, implementing and continually improving the ITIL-based service management processes and best practices for managing college IT services. This position combines both process analysis and technical development to improve efficiency and effectiveness of IT service delivery. The ITSM Process and Development Analyst creates and manages service management process flows, while contributing to the development and automation of IT service processes to enhance the reliability, value and efficiency of IT services.
Required Qualifications:
- Bachelor’s degree in relevant fields of study. Experience may be substituted for degree.
- Minimum of 3-5 years experience with IT Service Management, Process Management and/or ITSM platform development, preferably in higher education.
- Working knowledge of ITIL best practices and frameworks.
- Ability to drive innovation through insightful ITSM process design to improve quality service delivery.
- Knowledge of process analysis, analytics, process modeling and consulting.
- Experience with scripting languages (i.e. JavaScript, Python) for automations and process optimizations.
- Strong collaboration and communication skills with both technical and non-technical stakeholders.
- Proficient in ITSM platforms, with experience in platform configuration and automating processes.
- Excellent problem-solving/analytical skills, with attention to detail.
- Ability to work independently, prioritize tasks, and deliver results in a dynamic, fast-paced environment.
Preferred Qualifications:
- ITIL Intermediate or Practitioner certifications.
- Experience with data reporting and analytics tools.
- Knowledge of agile process methodologies.
To be considered for this position we will require an application, resume, and cover letter.
*Unofficial transcripts are required for all Adjunct faculty and Faculty positions.
Position Details: Job duties include but are not limited to:
- Manage and drive IT Service Management initiatives and process improvements, overseeing all stages from gathering requirements to final delivery.
- Analyze, develop and support the ITSM platform integrations, automations, and enhancements in collaboration with stakeholders, Process Owners, and Service Owners.
- Serve as technical lead to ensure ITSM solutions are aligned with ITIL standards and institutional priorities, driving process efficiency, service reliability, and consistent customer experience.
- Develop and implement best practices, standards, and custom solutions to enhance the delivery, configuration, and support of the ITSM platform.
- Provide advanced troubleshooting, lead integration efforts, and support complex technical issues across IT service processes and teams.
- Leverage data and metrics to identify process improvement opportunities and collaborate with the ITSM vendor to influence product roadmaps and enhancements.
- Develop and maintain ITSM training and documentation resources, and mentor IT staff to ensure effective platform configuration, delivery, and knowledge sharing across the organization.
*Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.
About JCCC: Established in 1969, Johnson County Community College is dedicated to transforming lives and strengthening communities through learning. Located in Overland Park, Kansas, JCCC has enjoyed a national reputation for educational excellence and student success for more than 50 years. That's five decades dedicated to smaller class sizes, more resources and a thriving campus culture – not to mention our competitive tuition rates and extracurricular experiences that transcend the norm.
Equal Employment Opportunity: JCCC provides equal opportunities and equal access to all individuals. JCCC does not discriminate on the basis of sex, race, color, national origin, ancestry, disability, age, religion, marital status, parental status, military status, veteran status, sexual orientation, gender identity, genetic information or other factors that cannot be lawfully considered in its programs and activities, which includes employment and admissions, in accordance with Titles VI and VII of the Civil Rights Act of 1964, the Equal Pay Act of 1963, the Age Discrimination in Employment Act of 1967, the Age Discrimination Act of 1975, Executive Order 11246, Title IX of the Education Amendments of 1972, Section 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, the Vietnam Era Veteran’s Readjustment Assistance Act, the Jobs for Veterans Act of 2002, the Kansas Acts Against Discrimination and all other applicable civil rights and nondiscrimination laws.
Inquiries concerning JCCC's compliance with its nondiscrimination policies (including Title IX, Title VI and Section 504 inquiries) may be referred to a Title IX Coordinator (TitleIX@jccc.edu), or Director of Human Resources, or the Dean of Students and Learner Engagement at Johnson County Community College, 12345 College Blvd, Overland Park, KS 66210, 913-469-8500; or to Office for Civil Rights, Kansas City Office, U.S. Department of Education, One Petticoat Lane, 1010 Walnut Street, Suite 320, Kansas City, MO 64106, Telephone: 816-268-0550,Facsimile: 816-268-0559, Email to: OCR.KansasCity@ed.gov.
Disclosure: If you need any assistance throughout the search process, please reach out to the HR Generalist for this position. In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. Many departments require those selected for hire to submit a certified transcript for all degrees obtained. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.
If you are an applicant requesting assistance or a reasonable accommodation in the application process, please contact the Office of Human Resources at 913-469-3877, or email HR@jccc.edu.
