IT Asset and Service Management (ITSM) Analyst Intern

Tacoma Power is hiring for a IT Asset and Service Management (ITSM) Analyst Intern (Classification: Skilled Occupational Intern)! This position will be part of the Utility Technology Services (UTS) Service Management Office and will learn the various processes identified in the Information Technology Infrastructure Library (ITIL) and IT Asset Management Frameworks. (ITAM) The ITSM intern will assist the Tacoma Power Utility Technology Services IT Service Management Team with process workflow in the information Technology Infrastructure Library (ITIL) Framework. This internship opportunity is for a college student to apply their current studies, receive hands-on experience, and work side-by-side with experienced information technology professionals at Tacoma Power. Performing asset inventory management functions including asset tagging, asset record creation, asset validation, equipment staging/bundling, and coordination with IT Liaisons/support teams, etc. Assist with documentation and data gathering for ITIL Process development (Incident, Request Fulfillment, Problem, Change Management, and Service Catalog) Will support Ivanti Neurons backlog process (request tracking/creation, discovery, prioritization, communication) Help coordinate UTS customer engagements regarding ITSM Tool and UTS Services Assist with data migration and cleanup efforts from Cherwell to Ivanti Assist with documenting, reviewing and populating knowledge articles and workgroup processes Generate written reports and present them to the Supervisor and/or customer as needed. The intern will have an opportunity to meet with people across Power UTS to help facilitate process workflow development, and learn process development techniques and assist with documentation development and revising existing ITIL processes including: Assist with gathering data for the service portfolio/catalog Assist with tracking Root Cause Analysis documentation Assist with Service Management Office SharePoint site Assist with Customer Experience (CX) strategy development Learn SIPOC methodology Learn how to work with representatives from a broad range of functional areas (Network & Communications, Transmission & Distribution, Power Management, Customer Service, etc.) on process workflows. IT ASSET Management Support day-to-day IT Asset Management core functions including hardware receiving, tracking, assignment and disposal Receive, review and process all requests for IT Hardware within ticketing system Perform asset inventory management functions including asset tagging, asset record creation, asset validation, equipment staging /bundling, and coordination with IT Liaisons/ support teams Compliance, Document & Record Management Maintain accurate and updated status notes on all Service Requests within ticketing system This opportunity is open to students and recent graduates of information technology, management information systems or other related field. Hours and Terms: The approved hours for this position are up to 40 hours per week. The intern selected for this position must be available no less than 20 hours a week, preferably available 40 hours a week. Minimum Education High School Diploma or GED Minimum Experience 1 year of post-high school training Licensing, Certifications and Other Requirements Depending on assignment, some positions may require a valid Washington State Driver's License *Equivalency: 1 year of experience = 1 year of education Physical Requirements & Working Conditions Positions in this class typically require: Exerting up to 25 pounds of force to move, transport or position objects (light work). Desired Skills / Knowledge Experience or understanding of ITIL foundations Ability to use Excel, Visio, and Word. Excellent written and verbal skills Listening skills Strong organization and planning ability Enthusiasm for information technology, project workflow and business process development Self-starter and quick learner Team mentality Comfortable researching independently and asking questions Teachable, curious, and eager to learn Compensation & Benefits Pay Details: Hourly Rate: $17.23 - $20.94 Employee Benefits | City of Tacoma TacomaPower Tacoma Power is an almost 100% hydroelectric, municipally-owned public power utility, located in Tacoma. We serve approximately 180,000 customers as one of the three operating divisions of Tacoma Public Utilities, alongside Tacoma Water and Tacoma Rail. As one of the most livable, walkable cities in the country, you'll find that Tacoma is a great fit for all interests with places to bike, run, hike, and explore, the perks of a big city, and the charm of a small town. We welcome you to take a look at our website and discover how the City of Tacoma can make your next career move part of our combined destiny: City of Tacoma's Commitment to Diversity, Equity, and Inclusion A Commitment to Equity & Diversity At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all. If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table. The Community Tacoma is centrally located just 32 miles south of the city of Seattle and 31 miles north of the state capital, Olympia. The City of Tacoma is also home to the Port of Tacoma, which is among the largest container ports in the United States. Like most cities in the northwest, Tacoma is surrounded by beautiful nature, offering residents many opportunities for outdoor adventures. Largely suburban in nature with a small, but dense, urban core, Tacoma is home to numerous institutes of higher learning that attract students from across the country. The University of Washington Tacoma, Pacific Lutheran University, University of Puget Sound, a satellite campus of the Evergreen State College, three community/technical colleges, and several trade and business schools are within Tacoma's geographic area. Downtown's Cultural District is the site of the Washington State History Museum, Museum of Glass, the Tacoma Art Museum, and America's Car Museum. With its affordable housing and distinctive neighborhoods and business districts, the city has been recognized numerous times as a best city to live in the nation. To see a few of the great things Tacoma has to offer, view this YouTube Video! View this exciting video to learn more about the City of Tacoma: #J-18808-Ljbffr City of Tacoma