Business Process Analyst 4 (ITSM Process Integration Leader)

Penn State University

University Park Campus
Campus City:
University Park, PA
Date Announced:
Date Closing:
open until filled
Job Number:
Level/Salary Band:
04 – L – Exempt
Work Unit:
Information Technology
User Success Service Management Office
Full/Part Time:


The Service Management Office (SMO) is looking for a highly motivated Business Process Analyst with a passion for delivering operational excellence while providing excellent customer service to serve as the team’s IT Service Management (ITSM) Process Integration Leader. This position will report to the Service Management Office (SMO) operations manager and will provide ongoing support for Penn State’s ITSM platform, ServiceNow. The ITSM Process Integration Leader will collaborate with a team of process owners and managers responsible for establishing, deploying, measuring, and continuously improving ITSM processes and service standards at Penn State. The Integration Leader will ensure the processes and standards are positively impacting business outcomes for Penn State delivering streamlined operational service management processes for IT staff and seamless IT Service delivery to Penn State students, faculty, and staff. Development of strong relationships with University IT stakeholders is imperative as the ITSM Integration Lead works with groups across Penn State IT and University IT. Typically requires a Bachelor's degree or higher plus eight years of related experience, or an equivalent combination of education and experience. The ability to work collaboratively across stakeholder groups ensuring alignment with Penn State IT and University IT objectives is a key success factor. A firm understanding of ITIL best practices is required (ITIL v3 or later certification) along with a proven history of ITSM process leadership at scale. Equally as importantly, a keen understanding of how to deploy ITSM processes in a fast-paced, dynamic, and dispersed University environment is required. Working knowledge and application of Six Sigma principles is desired, greenbelt or later. Vision, collaboration, interpersonal, and project management skills are keys to the successful candidate. Acute customer focus and comfort with organizational change management principles are required. Required qualifications include excellent written and verbal communication, relationship-building, and presentation skills; a demonstrated track record of exemplary customer service; a desire to work in a team environment; expert knowledge of ITSM processes; excellent organizational and time management skills; strong conceptual, analytical, and problem-solving skills and attention to detail; ability to communicate technology concepts to both specialized and non-specialized audiences; and ability to train and mentor peers.

These salary bands have been established to provide salary guidelines for staff positions.

Salary Band Minimum Midpoint Maximum
A $16,584 $24,456 $32,328
B $18,240 $26,904 $35,556
C $19,728 $29,592 $39,456
D $21,708 $32,568 $43,416
E $24,312 $36,468 $48,612
F $27,228 $40,848 $54,456
G $30,012 $45,744 $61,500
H $34,188 $52,140 $70,080
I $38,988 $59,424 $79,908
J $43,716 $67,740 $91,812
K $50,712 $78,600 $106,488
L $58,836 $91,176 $123,528
M $68,232 $105,756 $143,292
N $80,508 $124,788 $169,068
O $93,492 $147,252 $201,024
P $110,340 $173,760 $237,192
Q $126,396 $199,056 $271,728
R $151,668 $238,872 $326,088