The role of the IT Service Management Analyst is to perform purchasing support for IT to align with the asset management processes along with maintaining the IT Service Management system configuration. This includes planning, monitoring, administering software and application services contracts, and recording software licenses and/or hardware assets to ensure compliance with vendor contracts. This position works closely with the IT Asset Program Manager and the IT Service Management Program Manager.
The job grade for this position is: NB22
Tri-State recognizes the value of a highly-engaged and committed workforce and provides an excellent benefits program that includes: Medical Insurance, Dental Insurance, Vision Insurance Health Savings Account (HSA), Flexible Spending Accounts (FSA), Tuition Reimbursement, Flexible Work Schedules, Life Insurance, Retirement Option, Long Term Disability (LTD), Short Term Disability (STD), Employee Assistant Program (EAP) and Paid Leave Benefits.
IT Service Management Analyst
Hiring Salary Range:$90,000-$112,000
Actual compensation offer to candidate may vary outside of the posted hiring range based upon work experience, education, and/or skill level.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Daily support of Service Request processes for software and hardware management, license guidance, ad hoc questions, lifecycle upgrade support, and management of assigned work.
Moderates the Change Advisory Board (CAB) and ensures the CAB has the information needed to evaluate changes.
Liaise with all necessary parties to coordinate change building, testing, and implementation according to schedules.
Carefully manages emergency changes to minimize further incidents and make sure the change is controlled and takes place securely. Verifies that emergency changes are appropriately assessed and authorized after the change.
Maintain a tracking and reporting system to document rejected changes, communicates the status of approved and in-process changes and completes changes.
Assist in the asset procurement process to purchase requested IT software, hardware, and services.
Liaise with vendors for the procurement of systems technologies
Ensure appropriate training initiatives for new and existing staff to support the ITSM functions.
Assist in researching software and hardware products to meet agreed-upon requirements and to support purchasing efforts.
Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
Develop and utilize standard templates to accurately and concisely write requirements specifications.
Translate conceptual user requirements into functional requirements clearly that are understandable to developers/the project team.
Assist with the interpretation of user requirements into feasible options, and communicate these back to the vendors, business representatives
Perform business analysis and systems configuration for the ITSM system to support the IT and business needs.
Review upcoming software renewals for opportunities to reduce risk and cost to the organization.
Build strong, collaborative relationships with IT services providers.
Adhere to and demonstrate compliance with appropriate electric utility industry regulatory requirements. Attain knowledge and remain knowledgeable of development in regulations, laws, standards, and best practices applicable to the functional area, including, but not limited to, Standards of Conduct, Environmental, Employment Law, NERC Reliability Standards, and Safety. Must be familiar with, and comply with, all aspects of Corporate Policy C-54, Compliance.
Demonstrate behavior consistent with Tri-State's culture embodied in the Cooperative principles and spirit and core values of technical competency, respect and dignity, accountability, integrity, trustworthiness, and servant leadership to empower or otherwise enable others to optimally perform their job responsibilities. Demonstrate and promote ethics and behaviors consistent with Tri-State's culture, Board policies, and business practices. Understand and fulfill the role and responsibility for all compliance programs within the company.
Because Tri-State is an electric utility with continuous service obligations to its customers, regular, reliable, and predictable performance of the essential functions and responsibilities is an essential function of the job.
Because Tri-State has an obligation to provide continuous, reliable electric service to its customers, the ability to work overtime at any time of the day or week is considered an essential function of the job.
Perform other related duties as assigned.
SUCCESS FACTORS/JOB COMPETENCIES:
Demonstrate behavior consistent with company values.
Problem analysis and problem resolution at both strategic and functional levels
Excellent interpersonal skills to interact with a wide variety of audiences including executive level management.
Advanced computer and technical skills needed to understand various business applications, software, hardware and technology capabilities and limitations to determine and ensure delivery of appropriate services.
Strong team player: accomplishes tasks by working with others and being a good team player. Recognizes how his/her decisions may impact others; seeks input from others.
Responsible for understanding, defining, and supporting inter-business activities to foster a productive relationship between IT and the various lines of business within the enterprise. Identify existing and potential needs for stakeholders and ensure that appropriate services are developed to meet those needs.
Understands the business processes and provides technology guidance to the lines of business to enable greater efficiency and reduce business and IT barriers.
Through periodic business reviews with executive and senior management, foster a better IT and business unit partnership.
REQUIRED JOB QUALIFICATIONS
Education and Training:
Bachelor's degree in Computer Science, Management Information Systems, Information Technology or related area, or equivalent combination of education and experience.
IAITAM CAMP certification or equivalent training
ITIL v.4 Foundation certification
Knowledge, Skills, and Ability:
Ability to deal tactfully with vendors, suppliers, and contractors who provide a broad spectrum of products and services.
Solid working knowledge of hardware configurations and software licensing agreements for the following vendors: Microsoft, Oracle, Cisco, etc.
General knowledge of accounting, finance, marketing, and logistics.
Excellent communications skills, both oral and written with ability to explain complex issues in clear, concise, persuasive language.
Strong customer service orientation; Persuasive, encouraging, and diplomatic.
Ability to conduct successful negotiations and enhance and maintain effective business relationships.
Working knowledge of requirements analysis techniques.
Highly motivated and self-directed; able to effectively prioritize and execute while under pressure.
Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities.
Working knowledge of budget preparation and administration.
Experience at working both independently and in a team-oriented, collaborative environment is essential.
Strong attention to detail.
Ability to comprehend, interpret, and comply with company policies and procedures.
2+ years of experience in IT operations
2+ years working with IT Asset Management or IT Service Management functions
2+ years of experience with ITSM/ITAM software in either an administrative or business analyst capacity.
Candidate must be able to effectively communicate in English (written & verbal)
Willingness to travel as required. (Must possess a valid driver's license.)
Must be able to demonstrate the ability to perform all of the essential functions of the position.
DESIRED JOB QUALIFICATIONS
Experience in an IT Service management role.
Experience in systems configuration and administration
Experience with Cherwell Asset Management (CAM) and Cherwell Service Management (CSM).
Experience interacting with user community and/or IT stakeholders, desired.
Project management experience including use of related software tools, preferred.
PHYSICAL AND MENTAL DEMANDS: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing the duties of this position, the incumbent is required to sit for long periods of time and occasionally stand, walk, stoop, bend, reach above and below shoulder level. Incumbent is frequently required to use hands and fingers to handle, or feel objects, tools, or controls, talk and hear. Incumbent must have finger dexterity, good vision, good hearing, and ability to speak clearly.
Mental demands: While performing the duties of this job, the incumbent is required to read, write, perform basic math, analyze data and reports, exercise judgment, develop plans, procedures and goals, and present information to others and work under pressure.
Work Environment: While performing the duties of this position, the incumbent works mostly in an office environment opening computer equipment.
Tri-State Generation and Transmission Association is a wholesale electric power supplier owned by the 43 electric cooperatives that it serves. Tri-State generates and transmits electricity to its member systems throughout a 200,000 square-mile service territory across Colorado, Nebraska, New Mexico and Wyoming.
Serving approximately 1.5 million consumers, Tri-State was founded in 1952 by its member systems to provide a reliable, cost-based supply of electricity. Headquartered in Westminster, Colo., about 1,500 people are employed by Tri-State throughout its four-state service area.
Tri-State's power is generated through a combination of owned baseload and peaking power plants that use coal and natural gas as their primary fuels, supplemented by purchased power, federal hydroelectricity allocations and renewable resource technologies. Tri-State delivers power to its members through a transmission system that includes substation facilities, telecommunications sites and over 5000 miles of high voltage transmission lines.