Minneapolis Public Schools
Location
Minneapolis, MN | United States
Job description
Below is specific information for you to consider about this position.
Job Title:
IT Service Analyst and Requisition ID number:
100926 Close Date:
No established closing date; open until filled Organizational Unit:
IT Services (10000059) Site:
Davis Center (0001) FTE
: 1.0 FTE; 40 hours/week ; this is based on full-time equivalency with 1.0 being full time
Union:
MACA(02) Functional Area:
Administrative Resume and Cover Letter are mandatory to apply for any position.
SUMMARY Under general supervision, Serves as IT Service Management subject matter expert; develops and maintains Service Catalog, Incident and Change Management processes and procedures; serves as customer relationship consultant to school and district wide sites and administration.
ESSENTIAL FUNCTIONS Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This list is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential duties and responsibilities
may include, but are not limited to, the following
: - Manages the relationship with schools and district-wide locations; acts as a point of contact for escalation of issues.
- Develops and maintains the IT Service Catalog.
- Updates and maintains an IT project portfolio and manage incoming IT project requests.
- Facilitates and assists with the Change Advisory Board meetings and process.
- Facilitates and assists with Incident management, and major incident management.
- Assists in developing IT Service Excellence best practices and templates.
- Develops and maintains IT Service descriptions.
- Assists and facilitates project planning including but not limited to development of project artifact templates.
- Develops communications and communication templates.
- Maintains and enforces all aspects of system security and confidentiality of records and information; monitors systems and identifies security issues and violations of MPS policies and guidelines.
- Documents work completed and maintains IT records; notifies manager and other technicians of unusual problems or problem trends in order to facilitate continued improvement of client services.
- Identifies technical problems which need to be addressed by improved policies and procedures.
- Demonstrates courteous and cooperative behavior when interacting with students, clients, visitors, and MPS staff; acts in a manner that promotes a harmonious and effective workplace environment
- Enthusiastically promotes the Superintendent's goals and priorities in compliance with all policies and procedures.
- Maintains absolute confidentiality of work-related issues, records and MPS information.
- Maintains strict confidentiality of all document contents on any District server or personal computer.
MINIMUM QUALIFICATIONS
Education, Training and Experience Guidelines Associate's Degree in computer technology; AND four (4) years of technical helpdesk experience; OR an equivalent combination of education, training and experience as determined by Human Resources.
Knowledge of:
- Software applications and operating systems used at MPS, including Microsoft OS and MAC OS X.
- ITIL (Information Technology Infrastructure Library)
- ITSM (Information Technology Service Management)
- Administration and maintenance principles of multiple network operating domains, relational databases, and web- and windows-based software applications.
- Structure and operating capabilities of multiple network operating systems.
- Principles and protocols for the management of MPS electronic information.
- IT access policies, and data security protocols.
- Principles and practices of systems analysis and design in the applicable systems environment.
Skill in: - Working independently in a technical environment with interlinked and changing priorities.
- Working effectively with school staff to understand their needs
- Business Relationship Management and/or Account Management
- Project Management
- Planning
- Customer Service
- Operating a personal computer utilizing specialized software, and entering information into a computer system with speed and accuracy.
- Assessing and prioritizing multiple tasks, projects and demands.
- Establishing and maintaining effective working relationships with co-workers and clients.
- Communicating effectively verbally and in writing.
LICENSE AND CERTIFICATION REQUIREMENTS A valid Minnesota State Driver's License may be required.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT Work is performed in a computer laboratory and standard office environment which requires occasionally lifting such articles as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and heavy phone usage. Requires vision capacity to perform fine calibrations and differentiate between colored wires.
ORGANIZATIONAL INFORMATION •Bargaining Unit:MACA
•Grade:58
•FLSA Status:Non-Exempt
•Job Group:Information Technology Operations
Final candidates may be invited to interview with a committee. Final appointment to this position will be contingent upon passing a criminal background check.
COMMITMENT TO DIVERSITY: Diversity is one of Minneapolis Public Schools core values and is essential to our goal of putting children first and making them college-ready. Diversity of our workforce provides us with a competitive advantage and allows us to better understand, communicate with and educate our diverse student body. Minneapolis Public Schools will not deny anyone the opportunity for training or employment because of race, color, creed, religion, national origin, gender or gender identity, marital status, status with regard to public assistance, disability, sexual orientation, age, family care leave status, or veteran status. Minneapolis Public Schools strongly encourages diverse candidates to apply.
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