Collaborate with key stakeholders to assess current state of MSU IT knowledge systems and performance measures.
Develop strategic and operational plans incorporating industry best practices to enhance customer service, allow for customer self-service and increase first level resolution capabilities within the IT Customer Service Centers.
Design and maintain metrics reporting to demonstrate effectiveness in implementing and using knowledge
Develop and maintain processes for continual development and review of knowledge articles.
Continually review knowledge base documentation and facilitate or revise/draft articles for relevancy.
Collaborate with the Project Management and Service Management Offices to assess, develop and maintain knowledge processes for onboarding new systems.
Collaborate with Customer Service Center leaders to develop a comprehensive quality assurance program for the Customer Service Centers to include objectives, standards, key performance indicators, reporting and execution.
Develop a system and utilize quality assurance processes to identify opportunities to improve knowledge and ensure continual development of staff toward stated goals.
Maintain relevant technical knowledge and demonstrate an ability to stay current on the practices and procedures of Customer Service Centers teams
Consult with leadership to design, review and implement training plans, specifically where knowledge and knowledge management are concerned
Stay abreast of industry trends and best practices as it pertains to knowledge and quality assurance.
Develop presentation materials and conduct presentations.
This position will exhibit a strong customer focus and demonstrated competency in the areas of knowledge management and quality assurance as it pertains to contact centers and IT Service Desk.
MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement.
Unit Specific Education/Experience/Skills
Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in Computer Science, Information Systems, Business or related information technology field, with coursework in an information technology specialization related to the area of employment; one to three years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; or an equivalent combination of education and experience.
Bachelor’s Degree in Information Technology, Communications, or a related field
3-5 years of experience within a technical service desk and/or contact center environment
Experience with Business Process Management
Knowledge Center Services Certification
ITIL v3/v4 Foundations Certification
HDI Certification (Knowledge Centered Service, Support Center Analyst, Support Center Team Lead, etc.)
Experience with ITSM software (ticketing system) for knowledge implementation, workflow and reporting; CA Service Management preferred
Strong knowledge of industry best practices for knowledge and quality assurance programs
Strong customer advocacy, collaborative and execution capabilities with a high attention to detail and work quality
Demonstrated ability to support a service desk team to operational success within the service desk function with ability to coach analysts to achieve a high level of performance and engagement in knowledge management
Effective verbal, written and interpersonal communication skills
Required Application Materials
Resume, cover letter
Bidding eligibility ends 5/14/2019 at 11:55 PM
Internal Number: 575984
About Michigan State University
Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.