Serve as a resource to assigned areas of FS and provide consultation to support the activities for the Facilities Services (FS) Business Applications and Data Management Director. Performs complex and diverse duties in support of the day-to-day operations of this organizational unit. Implement and support business applications which enable the unit to successfully achieve its objectives. With management, the incumbent executes and monitors business applications strategies. Provides guidance and coaching on unit related processes. Works closely with FS management throughout the department to deliver high quality service.Act as a resource for IT services and staff questions. Resolve many problems independently and facilitate solutions, conferring with supervisor to resolve the most complex issues, and ensure accuracy and timeliness of work. This position includes managing, compiling and analyzing data, the preparation of reports and maintaining the accuracy and integrity of different software applications. Work in a team environment with other administrators and support staff in FS administration and throughout the University. This position may require non-traditional work hours from time to time.
Provide Tier I & II support for Facilities software specialized application systems.
Provide guidance and support to end users for IT related issues for PCs, Macs, printers, tablets, and phones.
Counsels managers and staff in Facilities Services and IT Services for technology requests, and service ticket remediation.
Manages and perform software installations and upgrades in accordance with established IT policies and procedures.
Performs analyses and assists in a variety of IT support activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts; and providing technical assistance in setup for new hires, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
As a trusted agent, distribute limited authority to access various University and FS systems and networks to department contractors, consultants, affiliates, and temporary employees
Manage the inventory of computers, laptops, tablets, phones, software and email distribution list hosts.
Align monthly technology costs relative to actual computer equipment and services. Make recommendations to director of business applications.
Maintain accurate, complete and up-to-date employee / user data for software audit compliance.
Prepares various unit reports, proposals and other documents.
On board new employees and processes IT, phone, and other technology related requests and tasks.
Develop and prepare user IT training manuals and documentation on system enhancements.
Perform administrative functions such as adding, removing users, and modifying security within multiple applications.
Provide assistance in developing reports and processing report requests based on client requirements.
Schedule and coordinate training sessions for different software applications with outside vendors.
Acts as a liaison between technology and business; assessing best possible IT solutions.
Schedule and coordinate special project work as assigned.
Perform other duties as assigned.
Performance & Execution
Decision Quality & Accountability
Partnership & Collaboration
Education, Experience or Certification:
Bachelorâ™s degree in related technical area or equivalent progressively responsible experience required.
4 years of experience in user or application support, troubleshooting hardware or software problems or equivalent required.
Experience with IT Service Management software (Service Now) preferred
Previous support experience in a Facilities or construction organization preferred.
Experience tracking and prioritizing vendor and client issue lists and facilitating resolution preferred.
Experience supporting multiple business applications such as the following; CMMS, residential property, space management, data visualization, capital project, or project management systems preferred.
Technical Knowledge or Skills:
Proficiency with PC platform and Microsoft Word, Excel, Outlook, PowerPoint, Visio and spreadsheets required.
Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment required.
Attention to detail required.
Demonstrated skill in working both independently and as a team member required.
Demonstrated ability to take initiative and organize and complete projects with minimal supervision required.
Excellent communication and interpersonal skills required. Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
Demonstrated decision making and analytical skills required.
Demonstrated ability to manage sensitive and confidential situations with discretion required.
Demonstrated ability to coordinate and maintain multiple tasks simultaneously required.
Demonstrated ability to use good judgment, maintain confidentiality and manage sensitive issues with tact and diplomacy required.
Ability to work non-traditional work hours to meet deadlines required.
Ability to use appropriate resources to follow an issue through to resolution required.
Working Conditions and Physical Requirements:
Standard office environment.
Ability to sit for 2 hours to 4 hours.
Ability to use computers extensively for 2 hours to 4 hours.
Must be able to handle confidential and complicated issues with tact and discretion.
Ability to work various locations across campus.
List of references
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via the Applicant Inquiry Form.
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