Job Information
University of Rochester Sr IT Service Delivery Analyst in Brighton, New York
As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.
Job Location (Full Address):
30 Corporate Woods, Brighton, New York, United States of America, 14623
Opening:
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
900084 ISD Customer Service Business
Work Shift:
UR - Day (United States of America)
Range:
UR URG 113
Compensation Range:
$77,216.00 - $115,824.00
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Responsibilities:
Provides leadership in analyzing, designing, and optimizing IT service delivery processes and solutions. The role prioritized Incident and Request Management (Service Desk break/fix and requests), the Service Catalog, and the ISD intranet portal. Secondary focuses included knowledge management, performance reporting, business continuity (with emphasis on Service Desk resilience),and support for the Assistant Director. The analyst bridges customer needs and technical solutions to deliver a reliable, customer-centric IT experience aligned with organizational goals.
ESSENTIAL FUNCTIONS
Incident and Request Management
Lead and optimize Service Desk break/fix incident and routine request workflows to ensure timely resolution and customer satisfaction.
Streamline break/fix ticket handling across intake, triage, assignment, resolution, and closure.
Support Service Desk leads/supervisors during escalations for complex break/fix tickets and standard requests; act as a senior analyst/SME and coordinator (not the primary escalation owner).
Service Catalog & ISD Intranet Portal Optimization
Enhance service accessibility and usability through a well-maintained catalog and intuitive portal experience.
Maintain accurate service definitions, SLAs, and ownership details in the Service Catalog.
Improve ISD intranet portal usability and self-service capabilities, integrating advanced features like chatbots and single sign-on for seamless customer experience.
Performance Reporting & Analytics
Provide actionable insights through data-driven reporting to improve efficiency and scalability.
Define and monitor KPIs such as MTTR, FCR, CSAT, and capacity metrics.
Develop dashboards and reports to provide actionable insights for operational efficiency and scalability.
Business Continuity & Risk Management
Ensure Service Desk resilience and IT continuity through proactive planning and recovery readiness.
Prioritize Service Desk resilience within the broader IT continuity strategy.
Validate recovery procedures and maintain Service Desk-specific runbooks, including failover steps, key contacts, and recovery checklists.
Participate in disaster recovery exercises focused on Service Desk continuity while collaborating with infrastructure, network, security, and application teams.
Monitor disaster recovery readiness by tracking elapsed time in practice drills versus target recovery times for both Service Desk and departmental systems.
Knowledge Management & Continuous Improvement
Foster a culture of knowledge sharing and continuous improvement to empower faster resolutions and better service .
Govern and maintain knowledge resources, ensuring accuracy and accessibility for faster resolutions and self-service.
Promote best practices and lead initiatives to improve system functionality and team productivity.
Support Assistant Director & Stakeholder Engagement
Collaborate with leadership and stakeholders to align service delivery with organizational goals.
Act as a liaison between IT leadership, business stakeholders, and technical teams to align service delivery with organizational goals.
Assist the Assistant Director in governance, planning, and strategic initiatives.
Participates in On-Call rotation
Other duties as assigned.
MINIMUM EDUCATION & EXPERIENCE
Associates Degree in related discipline required
Bachelor’s degree in related discipline preferred
3 years of relevant experience required
Equivalent combination of education and experience required
1 year of supervisory or management experience required
Experience in higher education field, medical, technical or healthcare setting preferred
Experience with project management methodologies, including Agile, from planning through implementation preferred
KNOWLEDGE, SKILLS AND ABILITIES
Strong attention to detail required
Strong communication skills; strong organizational and follow-up skills; ability to independently prioritize work required
Ability to provide after-hours on-call support required
Familiarity with Meaningful Use (ARRA) as well as HIPAA, JCAHO and other regulations required
Skilled in using Microsoft software, specifically Office related collaboration tools preferred
The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.
Notice: If you are a Current Employee, please log into myURHR to search for and apply to jobs using the Jobs Hub. Your application, if submitted using this portal, cannot be moved forward.
Learn. Discover. Heal. Create.
Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.
If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals.
At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.