Brandeis University · 23 hours ago
Service Management Analyst, IT Service Center
Brandeis - Waltham Campus
Full-time
Onsite
Mid Level
$74K/yr - $86K/yr
3+ years expBrandeis University seeks to hire a Service Management Analyst for its IT Service Center. The Analyst will deliver best practices in service management and provide expert technical assistance to the university community, ensuring optimal system configuration and support for various IT tools and applications.
EducationHigher EducationUniversities
Responsibilities
The Analyst will administer and optimize the IT Service Management (ITSM) environment. This includes driving the adoption of ITIL best practices to improve service delivery efficiency and conducting holistic program analysis. The Analyst will administer the functionality and logic of critical support tools, including the ticketing platform, knowledge base, conversational AI, automated AI phone attendant, and client software request portals, technology client services web pages and FAQs. The Analyst is responsible for ensuring these interconnected systems operate seamlessly to support the broader IT team and university community. 30%
Acting as the primary administrator for Service Management applications, the Analyst will manage system configurations, coordinate firmware updates, and oversee feature releases. The Analyst will act as the liaison between the university and software vendors, developing Subject Matter Expertise (SME) to guide future system expansions and to build proper system monitoring, analysis and data modeling opportunities. A critical component of this role involves data mining and modeling; the Analyst will build comprehensive reports to assist their supervisor and other leadership in identifying service trends, resource bottlenecks, and opportunities for dynamic scheduling improvements. 30%
The Analyst will serve as the technical escalation point for incidents that cannot be resolved by Tier 1 staff. This involves triaging and resolving complex, non-routine technical issues regarding hardware, software, and peripherals. The Analyst is expected to handle sensitive or controversial requests with professional discretion and use these incidents as opportunities to document solutions for the wider team. As directed, the Analyst will mentor and train junior support staff, ensuring the team adheres to standard operating procedures and maintains high-quality customer service standards. This may occasionally require flexible availability for special projects or executive support. 25%
Leveraging their extensive background in frontline support, advanced technical support expertise, and high-level of customer service skills, the Analyst will provide expert-level technical assistance to the University community, with a specific focus on "white-glove" service for leadership and senior administration. This role acts as a bridge between management and the support floor. 10%
Other duties as assigned by leadership to support departmental goals. 5%
Qualification
Required
Bachelors Degree in related field required
3-5 years of related work experience is required
Preferred
Master's degree is preferred
Industry certifications such as ITIL, ITSM, Microsoft, Google, CTS, Customer Service certifications are preferred
Company
Brandeis University
Brandeis University is a private research university in Waltham, Massachusetts
1001-5000 employees
H1B Sponsorship
Brandeis University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (36)
2024 (29)
2023 (36)
2022 (42)
2021 (24)
2020 (27)
Funding
Current Stage
Late StageTotal Funding
$3.71MKey Investors
Jim Joseph Foundation
2015-02-02Grant· $0.6M
2013-12-13Grant· $0.15M
2012-02-05Grant· $1.61M
Leadership Team
Arthur Levine
President
Recent News
PhysOrg.com
2025-10-01
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