Service Delivery Analyst

• Deep understanding of service management principles, specifically the ITIL framework
• Advanced knowledge of business and process analysis functions.
• Demonstrated skills needed to efficiently develop process maps using common flowchart standards.
• Demonstrated experience with process analysis, systems analysis, process architectures and systems analysis methodologies.
• Understanding and skill in complex process and systems requirement documentation standards, such as Data modeling, Use Case modeling, User Story creations and narrative description.
• Demonstrated skills needed to synthesize information into succinct, concise and logical summaries and reports.
• Knowledge of Quality Assurance (QA) methodologies; demonstrated testing and test planning skills.
• Demonstrated effective communication and interpersonal skills. Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization.
• Excellent presentation skills: ability to formulate and communicate data process, findings and recommendations to business owners and executives.
• Has experience of progressive broad-based information systems business analysis and project management, with strong project management methodology background.
• Has experience working with ITIL frameworks for IT Service Management implementation and best practices for identifying, planning, delivering and supporting IT services to the business.
• Has experience with ITSM Tools i.e., ServiceNow or Remedy

• ITIL Foundation
• Lean IT Foundation
• Certification in project management methodology (i.e., Project Management Professional (PMP) or Prince2 certified)
• Bachelor’s degree in Computer Science, Business Administration, Engineering, or related discipline with an information technology focus
• Knowledge relating to the design of processes and software across the organization

• This position may be subject to a criminal background investigation, drug screen, Live Scan fingerprinting, medical evaluation clearance, and functional capacity assessment.
• The University of California has implemented a SARS-CoV-2 (COVID-19) Vaccination Program SARS-CoV-2 Vaccination Policy (ucop.edu) covering all employees. To be compliant with the policy, employees must submit proof of vaccination or a University-approved exception or deferral.

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The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.