ACIS ITSM Analyst Intern

The Advanced Cyberinfrastructure Support (ACIS) team at the Renaissance Computing Institute (RENCI) is seeking an intern through the RENCI STAR program.

This internship will serve in an ITSM Analyst role for ACIS. The internship is available to current undergraduate students in their Junior or Senior year.

For the Fall 4 semester, the ITSM Analyst STARship will focus on the integration and enhancement of the IT service management toolset used to deliver the IT services provided by the ACIS team.

The ITSM Analyst engages with IT staff, developers, researchers, and other end users at RENCI to gather data on the delivery and operational effectiveness of the infrastructure and operations environment.

The ITSM Analyst will :

• Learn IT Service Management (ITSM) principles and ITSM lifecycle, with a focus on Incident Management, Service Request Management, and Change Management.
• Gain skills in the Atlassian product suite (Jira, Jira Service Management, Confluence, Atlassian Intelligence) to guide operational implementation of ITSM.
• Gain an understanding of the interrelationships among IT infrastructure and application components.
• Learn how IT security policies and IT security control frameworks impact the development and delivery of IT services.
• Learn to assess the business value of IT services from the customer perspective.
• Present updates on IT services to key groups PMO, CT, SW Architecture).
• Collaboratively develop updated releases of the ACIS ITSM toolset.
• Student will assist with the drafting updates to the ACIS IT service delivery strategy.
• Provide input to an upcoming release of the IT Service Catalog. Minimum Education and Experience Requirements Demonstrated possession of the competencies necessary to perform the work.

Required Qualifications, Competencies, and Experience

• This internship is only available for current undergraduate students in their Junior or Senior year.
• Strong teamwork and collaboration with a diverse group of people.
• Effective relationship / partnership building and interpersonal networking.
• Excellent written and verbal communication, interpersonal skills, and analytical abilities.
• Sound time management and task coordination skills.
• Ability to apply independent judgement to plan and coordinate project activities.
• Experience collecting, organizing, and analyzing information to meet defined objectives.
• Experience delivering presentations to varied audiences. Preferred Qualifications, Competencies, and Experience
• Working knowledge of information technology concepts, including a range of hardware, software, and infrastructure. General software programming knowledge.

Familiarity with collaboration tools (M, Slack, Zoom, etc.) is a plus.

• Ability to conduct research and analyze data related to IT infrastructure, IT service delivery, and operational process improvement.
• Business case development for business plan and business strategy.
• Relationship / partnership building, networking, marketing / online presence.
• Basic understanding of IT service management (ITSM) methodologies is a plus. Special Physical / Mental Requirements Campus Security Authority Responsibilities
5 days ago