IT Analyst I

IT Analyst I

This position is open to current UF employees only.

UF Information Technology (UFIT) is currently seeking an entry-level IT Analyst I to join Academic Technology, IT Service Management team, a unit within UFIT.

Employment with UFIT provides an excellent opportunity to work with other employees dedicated and focused on understanding and interpreting the technological needs of the University of Florida’s innovative and inspirational community.

The IT Service Management team works across UF Information Technology to provide a common platform and process for identifying, tracking, and completing incidents, service requests, and changes within UFIT services. The aim of service management is to provide processes and technology that allow the organization to operate efficiently and effectively to deliver high-quality services and excellent customer service.

The IT Analyst I will provide technical and process support to users of the IT Service Management (ITSM) tool.  The position will function as part of a team designing and documenting technical workflows to support the business processes of units across the University of Florida. Strong communication skills will be leveraged to support users with varied levels of technical experience in their use of the system. Additionally, this position will work with service owners within UFIT to promote the development and distribution of service documentation for end users.
Some key responsibilities and characteristics of this position are:

• Provide administrative and operational support, configuration, and maintenance for system software supporting the ITSM process
• Create and manage user records and access roles, configure support groups, maintain and update scripts and knowledge base records in accordance with user needs
• Support users of the ITSM tool, as requests for assistance are made or issues arise
• Work to promote Knowledge Management within UFIT which may include developing, organizing, and/or publishing technical documentation of UFIT services and workflows for the UFIT community

UF Information Technology comprises eight departments reporting to the Vice President and Chief Information Officer: Academic Technology; Applications, Development, and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. With established governance advisory committees and a set of well-defined, transparent processes aiding decision-making, UFIT strives to provide exceptional IT services in support of UF’s mission. For more information about UFIT and its goals and governance, visit  http://www.it.ufl.edu/vp-cio-office/strategic-plan/ .

Learn more about UFIT at https://it.ufl.edu/ and @GoGatorsUFIT.

The University of Florida (UF) is the state’s oldest, largest, and most comprehensive land grant university, with an enrollment of over 50,000 students and was ranked 6th in the country among public universities (US News and World Report 2023 rankings) and 1st among public institutions in the Wall Street Journal 2023 survey. UF is in Gainesville, a city of approximately 150,000 residents in North-Central Florida, 50 miles from the Gulf of Mexico, 67 miles from the Atlantic Ocean, and within a 2-hour drive to large metropolitan areas (Orlando, Tampa, Jacksonville). The beautiful climate and extensive nearby parks and recreational areas afford year-round outdoor activities, including hiking, biking, and nature photography. UF’s large college sports programs, museums, and performing arts center support various activities and cultural events for residents to enjoy. Alachua County schools are highly rated and offer various programs, including magnet schools and an international baccalaureate program. Learn more about what Gainesville has to offer at Visit Gainesville .

Benefits

Full-time TEAMS employees will accrue vacation leave at a rate of 6.769 hours biweekly/22 days annually and sick leave at 4 hours biweekly/13 days annually. In addition, employees are eligible for ten paid holidays each year.

Vacation-accruing TEAMS employees are eligible for four personal leave days/32 hours per year, assuming full-time status, and are intended to give the flexibility to enable units to close from December 26 to 31, when possible, determined on a unit-by-unit basis.

In addition to paid time off, the University of Florida offers a very competitive benefits package.

Achieving a top-6 public university ranking means we prioritize employing and working with people with various experiences, backgrounds, and perspectives to discover new ways to leverage technology for teaching, learning, research, and the business needs of a comprehensive land-grant institution.

$52,500.00

Associate’s degree; or a high school diploma or equivalent and two years of relevant experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

The ideal candidate will possess the following experience and skills:

• Experience in customer support and IT service management processes (incident, change, requests, knowledge, asset/configuration and/or service catalog)
• Experience in documenting workflows, processes, and/or other business process documentation
• Ability to communicate effectively and professionally with internal and external contacts
• Ability to explain complicated IT concepts to non-experts
• Training in knowledge-centered support methodology

This position is open to current UF employees only.

This role will be based in one of our Gainesville offices and may include a hybrid schedule of 3 days in the office (Wednesday required), and 2 days remote.

Applicants are required to submit the following with their application:

• Cover Letter
• Resume or CV
• Professional References (Minimum of 3)

The application must be submitted by 11:55 p.m. of the posting end date.