Service Management Analyst II

Service Management Analyst II

Company:
Western Governors University

Job Location:

Category:
Other IT

Type:
Full-Time

Job Type: Full time

Job Number: JR-025127

Location: Salt Lake City, UT

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 406 Pay Range: $95,900.00 - $143,800.00

Job Description

We're looking for a Service Management Analyst II to help drive operational excellence across our Education Technology organization. In this role, you'll oversee and improve ITIL-based service management processes with a strong emphasis on Change Enablement, ensuring technology changes are delivered with minimal disruption to students, faculty, and staff.

You'll partner closely with technology leaders, infrastructure teams, application support, quality engineering, security operations, and the Service Desk to strengthen service delivery, improve operational maturity, and support a culture of continual improvement.

This is an ideal opportunity for someone who thrives in complex environments, enjoys improving systems and processes at scale, and wants to make a meaningful impact in higher education technology.

What You'll Do

• Lead and improve ITIL service management processes, primarily focused on Change Enablement
• Ensure changes to systems, services, and platforms are deployed with minimal operational disruption
• Help evolve deployment and operational practices to support reliable, high-quality service delivery
• Establish measurable quality standards and help teams achieve operational excellence
• Identify and implement process improvements that increase ITIL maturity across the organization
• Initiate corrective and preventative actions to resolve operational or service-level exceptions
• Collect, analyze, and report on service management metrics and operational effectiveness
• Partner with technical and business stakeholders to improve service delivery workflows
• Develop repeatable, scalable operational processes and documentation
• Ensure service management tools are configured and utilized effectively
• Facilitate meetings and coordinate cross-functional operational activities
• Create knowledge articles, reporting, and process documentation
• Stay current on industry best practices in IT Service Management, DevOps, and Agile delivery

Required Qualifications

• Bachelor's degree in Business, Technology, or a related field
  *(Equivalent experience may substitute for education requirements)*
• 3+ years of experience working within ITIL-based service delivery environments
• 3+ years of experience designing, leading, or improving IT processes and programs
• Experience with IT Service Management processes including Change or Problem Management
• ITIL Foundations Certification (v3 or higher)

Preferred Qualifications

• Experience with ServiceNow ITSM and ITBM platforms
• Familiarity with JIRA and Agile delivery environments
• Knowledge of DevOps practices and modern operational workflows
• Certification in Lean, Six Sigma, or related process improvement methodologies
• Broad understanding of ITIL processes and their relationship to overall service delivery

What Will Make You Successful

• Strong analytical and problem-solving skills
• Ability to manage competing priorities in fast-paced, high-volume environments
• Strategic mindset with attention to operational detail
• Excellent communication and facilitation skills
• Ability to identify operational risks and service impacts
• Experience building measurable, repeatable workflows and reporting structures
• Strong collaboration skills across technical and business teams
• Comfort leading large meetings and driving accountability across stakeholders

You'll join a mission-driven technology organization focused on delivering exceptional digital experiences that support student success at scale. This role offers the opportunity to influence operational strategy, improve enterprise-wide service delivery, and help modernize technology practices across a large and evolving environment.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.