IT Analyst – Service Management Data Analyst

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. 
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:
Impact - The work you do here matters to millions. 
Growth - Philadelphia is growing, why not grow with it? 
Diversity & Inclusion - Find a career in a place where everyone belongs.
Benefits - We care about your well being.

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Under the supervision of the IT Service Manager, the Data Analyst will be responsible for a variety of data collection and analysis tasks.  Assignments will include (but are not limited to) compiling and analyzing data and coordinating multiple concurrent activities, establishing significant knowledge of organizational policies, procedures, and practices around service management, service offerings, and service level agreements.

Essential Functions

• Work with colleagues and Operations leadership to develop the strategy for using data to drive performance improvement, for all users of the ITSM platform
• Consult with leadership on a metrics-driven strategy for service delivery
• Produce accurate and standardized reporting with key insights to communicate operational performance to leadership team(s)
• Develop and maintain dashboards and on-demand reporting for a variety of audiences
• Collaborate with Operations Units to develop dashboards, publish recurring status reports, analyze data, and explore how to better support stakeholders
• Multi-task in time-sensitive situations 
• Communicate frequently with diverse individuals and audiences by phone, in person, in writing, and via remote communication tools
• Keep supervisors and colleagues informed of the progress of queries and requests; follow up promptly and regularly with clients and colleagues
• Work alongside technical staff and maintain a general knowledge of their work in order to better support divisional needs
• Schedule meetings/Draft communications
• Establish and maintain working relationships with associates, administrative officials, and departmental officials within OIT and distributed IT departments
• Prepare various periodic reports as assigned
• Maintain a knowledge of relevant City and departmental administrative and communication systems
• Provide pro-active recommendations for process improvement
• Assist Incident, Problem, Service and Change management functions with analysis of trends and patterns
• Assist with the review the Service Level Management process and analyze it for continuous improvement
• Various administrative and technical duties as assigned 

Competencies, Knowledge, Skills and Abilities

• Knowledge of, or willingness to learn IT industry frameworks for service management
• Highly detail-oriented and organized, consistent follow-through
• Willingness to learn, be flexible, and arrive willing to help in challenging situations
• Evaluate the effectiveness of administrative functions and recommend changes to provide for more effective and efficient operations
• Proficient in the use of SQL
• Proficient in building reports, dashboards and insights
• Proficient in PowerBI
• Proficient with Microsoft Office, particularly Excel and Powerpoint
• Familiarity with or willingness to learn OIT’s ITSM system, particularly in regard to reporting and making the most of available data
• Strong oral and written communication skills
• Comfortable working either as part of a team or individually
• Prioritize and achieve deadline goals with/without supervision
• Ability to exercise sound and independent judgment
• Professional demeanor and ability to remain calm in challenging situations

• High School Diploma or equivalent and 1-3 years of experience performing data analysis related tasks. Experience in a state or local government environment and/or with IT Service management preferred. College degree a plus but not required.  
• A plus if candidate processes baseline to mid-level knowledge of IT Service Management framework, practices, and processes with 3-5 years' experience with Incident and Problem Management specifically

Experience/Skill

• Proficient in Microsoft Office Suite
• Exemplary organization skills
• Exemplary written and verbal communication skills 

Any equivalent combination of education and experience deemed acceptable by Human Resources and the hiring Director will be considered.
 

Salary Range: $65,000 - $70,000

Starting salary to be determined based on experience and qualifications. 

Important: To apply, candidates must provide a cover letter and a resume.

Work Setting: in-person (onsite)

Discover the Perks of Being a City of Philadelphia Employee:
•    We offer Comprehensive health coverage for employees and their eligible dependents
•    Our wellness program offers eligibility into the discounted medical plan
•    Employees receive paid vacation, sick leave, and holidays
•    Generous retirement savings options are available
•    Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
•    Enjoy a Free Commute on SEPTA - Starting September 1, 2023, eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.
•    Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!
Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected].