Summary

WORKING FOR THE CITY OF MCKINNEY
Working for the City of McKinney is more than a job. It is an opportunity to make a meaningful difference in the lives of others. It is also an opportunity to have a hand in the development of one of the fastest growing communities in the nation. Proudly recognized on the Top Workplaces USA list by USA TODAY, our team is dedicated to making McKinney one of the best places to work, live, and raise a family. That’s why we exist. Join us and start making a difference today.

OUR CORE VALUES
City of McKinney employees work hard and at a very fast pace. However, we also look after and support one another. All of us are guided by four employee-inspired values – Respect, Integrity, Service, and Excellence (RISE). We are also supported by servant-based leaders who foster and support a healthy, family-oriented culture. All new employees are expected to embrace and live by our core values and commit to helping us sustain our exceptional work environment as a high performance organization.

SUMMARY OF POSITION
The Information Technology Service Management (ITSM) Analyst will be responsible for assessing, enhancing, and ensuring the effectiveness of the organization’s IT Service Management (ITSM) processes. This role will focus on continuous improvement, standardization, policies, and adoption of ITSM best practices across all IT teams. The ideal candidate will serve as a champion for ITSM principles, driving collaboration, service quality, and user satisfaction through process governance, metrics analysis, creating and revising policies, and stakeholder engagement.

Essential Functions/Knowledge, Skills, & Abilities

GENERAL EXPECTATIONS FOR ALL EMPLOYEES
In order for us to continue to achieve our primary function of making McKinney a better place to live, work, and raise a family, we hold these expectations for all employees.

• Learn and demonstrate an understanding of how team, department, and City goals are interconnected.
• Contribute to a positive work culture.
• Maintain regular and reliable attendance.
• Ability to assess his/her work performance or the work performance of the team.
• Contribute to the development of others and/or the working unit or overall organization.
• Ability and willingness to work as part of a team, to demonstrate team skills, and to perform a fair share of team responsibilities.
• Ability to continuously learn and develop through a mix of internal and external training opportunities, and if applicable, encourage subordinates to do the same.

• Conducts comprehensive reviews of existing ITSM processes (e.g., Incident, Request, Problem, Change, Knowledge, Asset, and Configuration Management).
• Identifies inefficiencies, bottlenecks, and gaps; propose and implement process enhancements.
• Aligns ITSM processes with ITIL best practices and organizational objectives.
• Maintains process documentation, workflows, policies, and Standard Operating Procedures (SOPs).
• Promotes awareness, understanding, and adoption of ITSM processes across IT and business units.
• Provides training, coaching, and guidance to IT teams on process compliance and best practices.
• Acts as the primary liaison between ITSM governance and operational teams, ensuring alignment.
• Defines and monitors key performance indicators (KPIs) and metrics to measure process effectiveness.
• Produces and presents regular reports on ITSM performance, trends, and improvement outcomes.
• Works with service owners to ensure measurable improvements in service quality and customer satisfaction.
• Facilitates process audits and readiness reviews for compliance with ITIL and other regulatory requirements.
• Drives standardization across the ITSM toolset to ensure consistent execution.
• Collaborates with ITSM tool administrators to enhance workflows, automation, and self-service capabilities.
• Recommends tool configurations to support process improvements.
• Supports innovative and emerging technologies like automation, artificial intelligence, and predictive analytics.
• Responsible for the long-term planning and strategically creating an ITSM Roadmap.

• Perform other duties as assigned or directed.

• Ability to embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
• Ability to communicate effectively with peers, supervisors, subordinates, and people to whom service is provided.
• Ability to produce desired work outcomes, including quality, quantity, and timeliness.
• Ability to plan and organize work, time, and resources, and if applicable, that of subordinates.
• Extensive expertise in IT Service Management (ITSM) frameworks such as ITIL, COBIT, and ISO/IEC 20000, with proven experience in incident management, problem management, change management, service desk operations, and service asset and configuration management.
• Working knowledge in root cause analysis, prioritization, and resolution of IT service issues to minimize business disruption.
• Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira) and ability to generate meaningful dashboards, KPIs, and performance reports.
• Expertise in assessing and refining ITSM processes to enhance efficiency and service quality. This includes skills in process mapping and implementing continuous improvement initiatives aligned with business objectives.
• Effectively communicate with business stakeholders to understand their needs, align IT services with business objectives, and manage expectations.

Required Qualifications

MINIMUM QUALIFICATIONS
Any work related experience resulting in acceptable proficiency levels in the below Minimum Qualifications may be an acceptable substitute.

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience), supplemented by 3+ years working with ITSM processes. ITIL V4 Foundation certification. Within six months of hire date. ITIL 4 Managing Professional (MP) within a year of hire date

PREFERRED QUALIFICATIONS

• 5+ years working with ITSM processes in a mid-to-large scale IT environment.
• 3+ years of hands-on experience with ITSM Platforms (ServiceNow, Team Dynamics)
• Proven track record in process analysis, improvement, and documentation.
• ITIL Foundation required; ITIL Intermediate/Managing Professional or similar.
• COBIT, Six Sigma, HDI Support Center Analyst or Lean IT certifications.

• Must pass a drug screen and background check.
• Must have Class C Texas Driver’s License
• Must pass CJIS Fingerprint Background check

Physical Demands/Supplemental

PHYSICAL DEMANDS
Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (50 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Some tasks require visual and sound perception and discrimination and oral communications ability.

WORK ENVIRONMENT
There is limited exposure to environmental conditions.

The above statements describe the general nature and level of work being performed as of the date of preparation and approval. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. The job description does not constitute an employment agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

The City of McKinney is an equal opportunity employer (EOE) committed to an alcohol / drug free workplace and to providing equal opportunities regardless of age, race, color, gender, religion, national origin, marital status, veteran status, disability or any other legally protected status.

The City offers a full complement of benefits:

Health Insurance

• Medical, Dental, Vision Insurance
• Health Savings Account (HSA), Flexible Spending Medical and Childcare Account (FSA)
• Mental Health Care and Employee Assistance Program (EAP)
• City-paid and Voluntary Life Insurance
• City-paid and Voluntary Long Term Disability Insurance
• Supplemental Insurance through Aflac

• Legal Services through Legal Shield
• Tuition Reimbursement (up to $10,000 per year)
• Wellness Program (earn up to $600 per year)

• Texas Municipal Retirement System (TMRS)
  • Mandatory 7% employee contribution
  • City match 2:1
  • 5 year vesting
  • Retire after 20 years of service, or age 60 with 5 years of service
• 457(b) Deferred Compensation Plans

• Paid Vacation (80 hours per year for new hires; tiered increases after 2 yrs)
• Sick Leave (135 hours per year for yourself and immediate family)
• Paid Parental Leave (80 hours for birth, adoption, or placement of a child in foster care)
• Ten Paid Holidays
• Personal Day
• Optional compensatory time for hourly employees
• Compensatory time for salaried employees