ITSM Analyst III

  • University of Florida
  • United States
  • Mar 17, 2023
Full Time - Continuing

Job Description:

Classification Title:

IT Analyst III

Job Description:

The IT Analyst III provides leadership in both technology and process elements of service management. As the primary administrator of the IT Service Management (ITSM) tool, this position works closely with end users, IT staff, and vendors to understand business needs and industry best practices to provide solutions. This includes maintaining the ITSM tool as well as researching and configuring integrations to extend and enhance capabilities. Additionally, this position will provide leadership within UFIT as to IT service management practices and oversee specific processes.

Some key responsibilities and characteristics of this position are:

  • Analyze, configure, and maintain the ITSM tool
  • Serve as primary developer of new solutions and enhancements of UFIT ITSM tool including scope, design, and development
  • Evaluate the need for and impact of configuration changes and implement appropriately through dev/test/prod systems
  • Provide leadership on core ITSM practices including researching best practices, common approaches, and peer implementations of ITSM
  • Respond to and troubleshoots requests and incidents related to the configuration and/or performance of the ITSM toolset

About UF Information Technology

Reporting to the Vice President and Chief Information Officer, UF Information Technology is comprised of eight departments: 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

Learn more about UFIT at and @GoGatorsUFIT.

About the University of Florida

UF is one of the nation’s top-5 universities and a dynamic and rewarding place to work. The University seeks to recruit and retain a diverse workforce as a reflection of its commitment to serving a diverse global community. UF is in Gainesville, one of Florida’s most livable cities. Known for its natural attractions (wetlands, forests, springs, wildlife) and cultural offerings (music, theater, visual arts, and historic districts), the area also is gaining a reputation as a thriving hub for high-tech start-ups, as well as invention and research collaborations. We are excited about what’s happening here and know you will want to be a part of it.


Full-time TEAMS employees will accrue vacation leave at a rate of 6.769 hours biweekly/22 days annually and sick leave at a rate of 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.

UF Information Technology is committed to attracting, hiring, and retaining a diverse workforce and values diversity of thought, background, and experience.

Achieving a top-5 public university ranking means we make it a priority to employ and work with people with diverse 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.

Every Gator has a part to play, and we invite you to join us as we build a community founded on belonging, inclusion, and the freedom to thrive.

Expected Salary:

$80,000 – $87,000; commensurate based on education and experience.

Minimum Requirements:

Bachelor's degree in an appropriate area and two years of relevant experience; or a high school diploma or equivalent and six years of experience.
Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

Preferred Qualifications:

The ideal candidate will possess the following experience and skills:

  • Excellent organizational skills and an ability to prioritize and complete simultaneous projects with minimal supervision
  • Excellent written and verbal communication skills, outstanding communicator; interpersonal skills; and the ability to work collegially and interact effectively with a diverse constituency
  • IT Infrastructure Library (ITIL) certification
  • Experience with web application deployment and change management
  • Understanding of development methodologies, requirements gathering, systems integration, application testing, and technical documentation.
Special Instructions to Applicants:

Applicants are required to submit the following with their application:

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

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.

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

This requisition has been reposted. Previous applicants are still under consideration and need not apply.

Health Assessment Required: No