16 May
Service Specialist (Academic IT Systems)
New York, New york city , 10027 New york city USA

Vacancy expired!

This role is hybrid with 2 days a week onsite. Reporting to the Director of Service Administration & Support, the Service Specialist handles support requests for the academic and research applications; participates in application enhancement requests by application test plan creation, and manages application testing process by the team members. The service specialist documents, implements and performs operational tasks and business processes involving academic and research applications and inhouse LTI tools, feeds and databases. We are seeking a self-starter with excellent interpersonal skills. The successful candidate will possess excellent analytical skills, ability to work in a collaborative academic environment, and strong written and verbal communication skills with ability to describe technical concepts to both technical and non-technical audiences.Responsibilities

  • Possesses in-depth knowledge of the various cloud based Academic IT systems (Canvas, Box, Plagiarism tools, Polling and Survey Apps etc.).
  • Works with the academic and research development and services group addressing application support requests via CUIT’s incident management process, resolving issues and escalating to members of development team when necessary.
  • Works with Director to develop implementation and rollout plan for service (including onboarding of new customers, migration from other platforms, training for end users and CUIT service desk staff, outreach/marketing, reporting/usage data, customer feedback)
  • Participates in administering, managing, and troubleshooting applications as necessary.
  • Monitors and enforces content security and retention policies in cloud systems
  • Works with the business analysts on documenting application enhancement requests and coordinating for the review and scheduling with development and senior members of support group.
  • Works with application development team to conduct end user testing for new enhancements and functionality.
  • Writes documentation explaining how to use the applications and trains support staff in the system
  • use.
  • Conducts workshops, prepares how-to documents, videos, and troubleshooting guides for end users.
  • Writes test plans and system integrity checks.
  • Identifies opportunities for training Tier-1 support specialists to improve first-contact issue resolution.
  • Familiarize with project management techniques utilizing agile best practices.
  • Manages and tracks tickets via Service Now system and generates monthly reports.
  • Participates in team “on-call” rotations, occasionally requiring after-hours and weekend work.
  • All other duties as assigned.
Minimum Qualifications
  • Bachelor’s degree and/or its equivalent required.
  • Minimum 3-5 years’ related experience.
  • Must possess strong analytical skills and be able to formulate solutions to address IT issues.
  • Ability to handle multiple tasks with competing deadlines is required.
  • Must be resourceful and able to troubleshoot and resolve complicated technical issues independently.
  • Must be motivated to learn and adapt new technologies as needed or required.
  • Good judgment and excellent verbal and written communication skills are essential.
  • The successful candidate must possess a strong IT support background as well as proven skills at leveraging technologies and working collaboratively.
  • Basic understanding of web applications such as HTML/JavaScript etc., cloud-based end-user applications and relational database concepts.
  • Knowledge of web publishing/formatting standards.
  • Ability to work independently and with minimal supervision.
Preferred Qualifications
  • Knowledge of SDLC Lifecycle and service delivery tools such as ServiceNow or any other ticketing system.
  • Knowledge of cloud-based enterprise content management systems.
  • Knowledge of federal and state regulations regarding ADA and compliance in higher education (ADA, FERPA, Section 504).
  • Effective communication, judgement and professionalism in a fast-paced environment.
  • Experience in IT service delivery in a complex higher education environment.
Equal Opportunity Employer / Disability / VeteranColumbia University is committed to the hiring of qualified local residents.

Vacancy expired!


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