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Brandeis University Logo Brandeis University · IT - Administration

Service Management Analyst

United States, Waltham 74400.00 - 85700.00 USD / Year · Job Posted January 26, 2026
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Job Description

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.

Job Responsibility

  • Administer and optimize the IT Service Management (ITSM) environment
  • Drive adoption of ITIL best practices
  • Conduct holistic program analysis
  • Administer functionality and logic of critical support tools (ticketing platform, knowledge base, conversational AI, automated AI phone attendant, client software request portals, web pages, FAQs)
  • Ensure interconnected systems operate seamlessly
  • Manage system configurations, coordinate firmware updates, oversee feature releases
  • Act as liaison between university and software vendors
  • Develop Subject Matter Expertise (SME)
  • Build comprehensive reports to identify service trends, resource bottlenecks, opportunities for scheduling improvements
  • Serve as technical escalation point for incidents unresolved by Tier 1 staff
  • Triage and resolve complex technical issues regarding hardware, software, peripherals
  • Handle sensitive requests with professional discretion
  • Mentor and train junior support staff
  • Provide expert-level technical assistance to University community
  • Provide 'white-glove' service for leadership and senior administration
  • Act as bridge between management and support floor
  • Other duties as assigned

Requirements

  • Bachelors Degree in related field required
  • 3-5 years of related work experience is required
  • Industry certifications such as ITIL, ITSM, Microsoft, Google, CTS, Customer Service certifications are preferred

Nice to have

  • Master's degree is preferred
  • Industry certifications such as ITIL, ITSM, Microsoft, Google, CTS, Customer Service certifications are preferred
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