ITSM Lead Analyst/Programmer
Role details
Job location
Tech stack
Job description
The California State University, Office of the Chancellor, is seeking an ITSM Lead Analyst/Programmer to be responsible for providing lead support for the Information Technology Service Management (ITSM) application (ServiceNow) and for integration with other platforms. The position will also provide mobile-friendly web application development and support for customers at the Chancellor's Office (CO), including determining requirements, designing, developing, and troubleshooting such applications. This position will work closely with customers to determine their needs, define technical requirements, and provide solutions based upon business and technical requirements., Under the general direction of the Associate Director, Productivity Services, the ITSM Lead Analyst/Programmer will perform duties as outlined below:
The ITSM Lead Analyst/Programmer is responsible for leading the design and development of ITSM (ServiceNow) applications. Position will also provide web/mobile application development and support to customers at the Chancellor's Office, as well as customers systemwide.
Duties include:
-Participate in project planning and preparation, including identifying business and technical requirements.
-Design functionality based on business and technical requirements.
-Lead project-planning meetings and provide input into planning and execution of the projects.
-Install and test applications.
-Lead secondary ITSM resources by providing training and guidance on basic and advanced system features, modules, and applications.
-Provide training to customers to ensure effective use of the ITSM (ServiceNow) application.
-Provide ongoing system administration for the ITSM (ServiceNow) application, including monitoring, testing, quality assurance, upgrades, and patches.
-Provide ongoing support for web and mobile applications, including testing, quality assurance, upgrades, and patches.
-Implement approved application changes per requests.
-Troubleshoot and resolve all user web and mobile application problems.
-Maintain an application delivery methodology.
-Provide a test/development environment for web/mobile application upgrades, testing, and implementation.
-Work closely with technical staff to ensure project quality.
-Manage web and mobile application security, including user authorization, control over access, and other security measures.
-Document all ITSM, mobile, and web applications, including the code, the functionality, change management, and version control.
-Consult with technical staff and management as needed.
-Adhere to ITS security policies and guidelines in the daily performance of web and mobile application development and support activities.
-Working with CO and systemwide users to ensure delivery and acceptance of solutions.
-Responsible for any other duties as assigned.
-Responsible for keeping current in the industry, including technology changes, trends, and best practices.
-Responsible for addressing any technical operations concerns with the appropriate supervisor.
Requirements
This position requires:
-Bachelor's degree or equivalent combination of education and experience.
-Five years of experience providing enterprise systems support for ITSM applications, business processes, workflows, and reporting.
-Five years of experience providing application development and support.
Management and Organizational Skills
-Ability to lead and mentor ITSM developers to ensure they follow best practices and guidelines.
-Ability to prioritize projects and customer requests to meet deadlines.
-Ability to manage team documentation and knowledge, ensuring documentation is up to date and accurate.
Communication & People Skills
-Excellent written communication skills are necessary to provide accurate technical documentation.
-Supports an environment that motivates others and builds morale.
-Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships.
-Ability to effectively communicate with various users.
-Uses effective communication and listening skills in order to work with others and problem-solve.
-Ability to quickly gather information from and disseminate information to the appropriate parties.
-Ability to conduct training sessions.
Analytical Skills
-Ability to analyze business requirements and understand the structure, policies, and operations to recommend technical solutions that enable organizations to achieve their goals.
-Ability to assist in troubleshooting, including quickly identifying problems and acting appropriately.
-Develops practical and thorough solutions to address all aspects of identified problems.
-Identifies problems and uses appropriate sources to research technical problems.
-Ability to independently apply technical judgment to standard applications and systems.
-Ability to construct technical and logical diagrams of systems, processes, functions, and structures (both technical and organizational).
Project Management Skills
-Ability to track and document information between multiple parties.
-Experience in coordinating resource requirements.
-Attention to detail and solid organizational skills are necessary.
-Ability to schedule and prioritize in order to meet deadlines.
-Ability to work independently with little supervision.
-Ability to coordinate with third-party vendors without disrupting project flow.
-Ability to multitask and coordinate.
-Utilize Change Management methodologies, such as PROSCI ADKAR, to ensure stakeholders are well informed of upcoming changes.
Technical Skills
-Advanced knowledge and development experience with ITSM (ServiceNow/Remedy) applications is required.
-Experience with Oracle/SQL Server RDBMS, UNIX, Windows Technology, and Web Technology is required.
-Experience in the development and support of mobile-friendly web-based applications and systems integration is required.
-Thorough working knowledge of HTML, CSS, and browsers, including web page development and cross-browser operability required.
-Skills in SQL, JavaScript, C#, .Net, ASPX, HTML, XML, CSS, CGI, and Java programming are required.
-Professional experience with database design, architecting, and normalization required.
-Ability to set up and configure web content management systems (SharePoint, WordPress) is preferred.
-Proficiency in Microsoft Office Productivity Suite (Word, Excel, PowerPoint, Outlook, and Visio) is required.
-Professional experience developing web and mobile-enabled data collection and reporting applications using Microsoft SQL Server, Oracle, or MySQL preferred.
-Experience with RSS, podcasts, and video streaming is preferred.
-Automate data interchanges between systems using batch data imports.
-Use Application Programming Interfaces (APIs) to perform functional and data integration across multiple systems.
Benefits & conditions
The anticipated salary hiring range is up to $127,332 per year, commensurate with qualifications and experience.
Work Arrangements
Flexibility to telecommute two days a week, with three days on-site at the main headquarters in Long Beach, California.
Premium Benefits
Comprehensive Health, Dental, and Vision Benefits
15 paid holidays a year
Tuition waiver education program (also applies to eligible family members)
Membership in the California Public Employees Retirement System (PERS)
More details here: Comprehensive Benefits Package
Classification
Software Developer III
Compensation Notice
CSU Classification Salary Range: $87,408 - $127,332 per year (Step 1 - Step 20); Step placement will be determined based on relevant qualifications and professional experience. Step placement upon appointment is not expected to exceed Step 20 ($127,332 per year). Future increases, including step advancement, are subject to contract negotiations.