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Lead Service Analyst (Full Time) - July 2021
Provides guidance and oversight for ITS service management, including coaching and direction for all Service Analysts in defining, cataloging, and tracking services (example - on boarding new staff, systems support, etc.). Prepares summary reports of performance metrics showing service status and trends. Ensures that effective and prompt communication is provided to end users and management regarding current system operational status, pending changes, and end user updates during planned and unplanned system outages. Measures service performance against service levels, and assists ITS management in vendor and financial management when needed. Coaches the team to provide quality customer service and to clearly communicate technical informatio


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