IT Service Experience Analyst job in Las Cruces

Job Duties and Responsibilities: The IT Service Experience Analyst serves as the voice of the customer within the IT organization, focusing on understanding, measuring, and improving how students, faculty, staff, and other customers interact with University Technology Solutions & Support (UTSS) services. The IT Service Experience Analyst gathers and analyzes customer feedback, maps customer journeys and service experiences, evaluates service delivery processes, identifies continual improvement opportunities, and works with UTSS teams and stakeholders to enhance service quality, accessibility, efficiency, and customer satisfaction. The role ensures customer needs, stakeholder outcomes, and service value are considered when designing, delivering, supporting, and improving IT services in alignment with IT policies, service management practices, and strategic objectives.

Required Education and Experience:Associate’s Degree + 2 years of relevant experience or a Bachelor’s degree., Special Certification/Licensure:ITIL is Preferred (ITIL 4 certification preferred)

Other Certifications in Continual Improvement, Value Stream Mapping, or Service Design

Working Conditions and Physical Effort

Environment: Work is normally performed indoors.

Physical Effort: Light physical effort. Effort applies to no more than two (2) hours per day.

Lifting Requirements: Requires heavy physical work heavy lifting, pushing, or pulling required of objects up to 50 pounds.