Sr IT Service Delivery Analyst

ISD Customer Service Business Analyst

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Provides leadership in analyzing, designing, and optimizing IT service delivery processes and solutions. The role prioritized Incident and Request Management (Service Desk break/fix and requests), the Service Catalog, and the ISD intranet portal. Secondary focuses included knowledge management, performance reporting, business continuity (with emphasis on Service Desk resilience), and support for the Assistant Director. The analyst bridges customer needs and technical solutions to deliver a reliable, customer-centric IT experience aligned with organizational goals.

Essential Functions:

Incident and Request Management

• Lead and optimize Service Desk break/fix incident and routine request workflows to ensure timely resolution and customer satisfaction.
• Support Service Desk leads/supervisors during escalations for complex break/fix tickets and standard requests; act as a senior analyst/SME and coordinator (not the primary escalation owner).

Service Catalog & ISD Intranet Portal Optimization

• Maintain accurate service definitions, SLAs, and ownership details in the Service Catalog.
• Improve ISD intranet portal usability and self-service capabilities, integrating advanced features like chatbots and single sign-on for seamless customer experience.

Performance Reporting & Analytics

• Define and monitor KPIs such as MTTR, FCR, CSAT, and capacity metrics.
• Develop dashboards and reports to provide actionable insights for operational efficiency and scalability.

Business Continuity & Risk Management

• Ensure Service Desk resilience and IT continuity through proactive planning and recovery readiness.
• Validate recovery procedures and maintain Service Desk-specific runbooks, including failover steps, key contacts, and recovery checklists.
• Participate in disaster recovery exercises focused on Service Desk continuity while collaborating with infrastructure, network, security, and application teams.
• Monitor disaster recovery readiness by tracking elapsed time in practice drills versus target recovery times for both Service Desk and departmental systems.

Knowledge Management & Continuous Improvement

• Govern and maintain knowledge resources, ensuring accuracy and accessibility for faster resolutions and self-service.
• Promote best practices and lead initiatives to improve system functionality and team productivity.

Support Assistant Director & Stakeholder Engagement

• Act as a liaison between IT leadership, business stakeholders, and technical teams to align service delivery with organizational goals.
• Assist the Assistant Director in governance, planning, and strategic initiatives.
• Participates in On-Call rotation

Other duties as assigned.

Minimum Education & Experience:

• Associates Degree in related discipline required
• Bachelor's degree in related discipline preferred
• 3 years of relevant experience required
• Equivalent combination of education and experience required
• 1 year of supervisory or management experience required
• Experience in higher education field, medical, technical or healthcare setting preferred
• Experience with project management methodologies, including Agile, from planning through implementation preferred

Knowledge, Skills and Abilities:

• Strong attention to detail required
• Strong communication skills; strong organizational and follow-up skills; ability to independently prioritize work required
• Ability to provide after-hours on-call support required
• Familiarity with Meaningful Use (ARRA) as well as HIPAA, JCAHO and other regulations required
• Skilled in using Microsoft software, specifically Office related collaboration tools preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.