The Department of Innovation and Technology (DoIT) is leading the digital transformation of government in the City of Boston. Partnering with every City department, we implement technology solutions that modernize government processes, create world-class experiences for our constituents, and develop tools and practices to create a data-driven approach to City operations. DoIT is looking for a cross-functional Senior Service Management Analyst to champion service delivery best practices and a culture of continuous improvement.

As the Senior Service Management Analyst, you’ll bridge the gap between the people who have technology needs and our service delivery teams by ensuring seamless and equitable access to available services and products. Working at the intersection of people, process, and technology, your efforts will promote service delivery innovation and frictionless user experiences. You’ll join a diverse group of technologists working together at all organizational levels to foster trust by delivering consistent and reliable solutions that improve life for all Bostonians.

The Senior Service Management Analyst will proactively collaborate with leadership and team members to determine the distribution of effort for the responsibilities listed below, where actual allocations can vary based on the current needs of the team and our stakeholders.

IT Service Management Practices:

• Drive IT Service Management (ITSM) practices, which include Change Enablement, Incident Management, Problem Management, and Knowledge Management; along with others.
• Facilitate clear, effective communication among executive, technical, and business stakeholders as they diagnose and resolve technology issues. Use professionalism and empathy to support teamwork during high-pressure moments.
• Support customer and user communications about service status or incident updates and ensure documentation for changes and issues meets required standards.

Service Management Platform Operations:

• Maintain our service management platform configurations to support evolving team requirements.
• Bring new teams onto the platform and set them up for success with documentation, user-centered configuration, and service standards.
• Advocate for the best uses of service management tools and practices; provide training and support to staff as needed.
• Build knowledge that empowers our users to get quick answers unassisted.
• Listen to stakeholder feedback and take actions that build trust in the platform and the practices that it enables.

Process Optimization:

• Collaborate with leadership and service owners to interpret service delivery metrics; identify, prioritize, and coordinate tactics for improvements, including strategic updates to documentation and changes to existing processes.
• Provide data, analysis, insights, and reports about service delivery performance metrics.
• Identify, develop, and implement new ITSM procedures, guidelines, and standards that align with new or updated policies, best practices, and stakeholder needs.
• Advise service owners on available tools to meet stakeholder expectations and demands for service delivery; lead discovery conversations to understand stakeholder needs and design solutions for improvements with available resources and tools.
• Leverage industry trends and best practices to facilitate innovation, identify opportunities for improvement, and support decision-making with ambiguous or unique challenges.
• Perform related work as required.

• At least four (4) years of work in a government or technology organization. A Bachelor's degree in Information Technology, Business Administration, Public Administration, or a related field may be substituted for up to two (2) of experience. Additional educational or professional experience substitutions may be made.
• Knowledgeable in process improvement methods, procedures, metrics development, documentation, and reporting.
• Ability to document processes and procedures clearly and concisely.
• Proficiency in data analysis tools and techniques.
• Experience providing high-quality service; ability to maintain customer- and user-focused mindset when designing solutions, drafting communications, and interacting with others.
• Ability to make decisions based on technical and business assessments; capable of resolving conflicts, identifying alternatives, and providing solutions.
• Actively promotes an inclusive environment and a culture of trust and transparency, sharing information broadly, openly, and deliberately; builds and maintains collaborative relationships with diverse team members, peers, and leaders.
• Preferred but not required:
  • Working knowledge of IT service management (ITSM) frameworks and/or ITIL certification (e.g., ITIL Foundation, ITIL v4).
  • Experience using or administering either ITSM tools or low-to-no code workflow automation technologies.

BOSTON RESIDENCY REQUIRED - You must live within Boston city limits at the start of your employment.

Terms:
Union/Salary Plan/Grade: SENA/ MM1-8
Hours per week: 35