Bargaining Unit: ACE
Work Year: 230 days per year, 12 contract payments
Work Day: 8 hours per day
FTE: Full time, 1.0 FTE
Salary: ACE 9 / H-S 

Job Summary
The IT service analyst oversees the daily work of their team and is responsible for performing quality assurance checks on tickets to ensure customer satisfaction. The analyst assists IT leadership in conducting research, developing and implementing plans, creating and documenting policies and procedures, and provides advice on a wide range of information systems issues. The position creates, modifies, and aligns support processes and procedures with organizational and departmental initiatives. The position has a retirement association with the Public Employees’ Retirement System (PERS).
 
Job Requirements
The following are required:

1. A bachelor’s degree with emphasis in computer science, project management, or a related field of study. Equivalent experience, education, or training may be considered in lieu of the degree requirement.
2. Five years of progressively responsible experience in technical support and customer service associated with technical systems.
3. A current Alaska driver's license and transportation to be used for district business.
4. Work experience supervising a team.

The following are preferred:

1. Experience with and in-depth knowledge of Anchorage School District locations, applications, technology infrastructure, and procedures.
2. Familiarity with ITIL and the ability to develop procedures using ITIL guidelines.

Essential Job Functions

1. Takes accountability of issues that occur and is proactive in searching for potential problems. Achieves excellent user outcomes.
2. Implements strategy, implementing policies to ensure business requirements are being met.
3. Supports a performance culture where IT staff are given space, authority, and support to deliver outcomes.
4. Maintains focus on the whole life of service delivery, including procurement, delivery, and operation.
5. Takes staff information and consolidates agreed key performance indicators into product or service measures.
6. Coordinates staff scheduling and leave requests to meet service delivery needs.
7. Participates as subject matter expert.
8. Communicates and implements IT policies and processes in projects and service delivery.
9. Has a current and deep understanding of the technical concepts related to their role and understands how these fit into the wider technical landscape with guidance.
10. Creates and encourages a culture of innovation, allows people to consider and take informed risks, and ensures they keep up to date with the latest trends.
11. Continuously seeks out ways to improve policy implementation and build a leaner, more flexible and responsive department.
12. Supports the strategic vision and direction. Positively influences key staff members. Delivers business objectives through supporting an inclusive environment.
13. Ensures that technical terminology is business-oriented. Translates technical terminology and asks the right questions to find solutions.
14. Puts users first and can manage competing priorities.
15. Is a good team player and works effectively across IT operations. Is able to manage challenging relationships with internal and external teams and suppliers.
16. Delivers timely performance and takes responsibility and accountability for quality outcomes.
17. Works to agreed goals and deals with challenges in a responsive and constructive way.
18. Shows our pride and passion for education, communicating purpose and direction with clarity, integrity and enthusiasm. Is visible. Leads and engages with people in a straightforward, truthful and candid way.
19. Ability to maintain supervisor's responsibilities during their absence.

The Anchorage School District is an equal employment opportunity employer.

If you would like to apply, please use this link: https://www.applitrack.com/asd/onlineapp/default.aspx?Category=Information+Technology