Sr IT Service Delivery Analyst

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: 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 - $

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.

Provides leadership in analyzing, designing, and optimizing IT service delivery processes and solutions. The role prioritizes 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.

• 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).

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• Strong attention…