The University of Southern Californiaâs (USCâs) Information Technology Services is seeking a talented Senior Customer Service Analyst with an exceptional commitment to service excellence to join its team. As the Senior Customer Service Analyst, you will be an integral member of the Customer Service team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.
ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USCâs ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the universityâs mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.Â
We are looking for top talent to join us on our journey.
USCâs ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.
USC is the leading private research university in Los Angelesâa global center for arts, technology, and international business.Â With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Familyâthe faculty, staff, students, and alumni who make USC a great place to workâyou will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.
Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.
MINIMUM QUALIFICATIONS The candidate for the position of Senior Customer Service Analyst must meet the following qualifications:
Bachelorâs degree in a relevant field such as business administration, computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
Five years of experience in information technology, customer service, or higher education.
Excellent customer service and interpersonal communication skills.
Experience conducting troubleshooting activities for common Level 1 support such as password reset, remote installation of supported software, device registration, two-factor authentication setup, and other common support activities.
Ability to develop positive working relationships and a strong rapport with team members.
Strong technical documentation skills.
Excellent written and verbal communication skills.
Experience developing and delivering training programs.
Experience driving continual improvement in IT support procedures and knowledge and influencing adoption of best-practices.
Experience with an ITSM tool, such as ServiceNow.
Ability to make efficient, logical decisions in a rapidly changing environment even in the absence of complete information.
PREFERRED QUALIFICATIONS The ideal candidate for the position of Senior Customer Service Analyst has the following qualifications:
Bachelorâs degree in a relevant field such as business administration, computer science, computer information systems, etc.
More than eight years of experience in information technology, customer service, or higher education.
Experience with ServiceNow.
Experience with Office 365, remote support tools, password reset procedures, financial IT services, two-factor authentication, and/or network-monitoring tools.
THE WORK YOU WILL DO
The Senior Customer Service Analyst manages high quality, front-line technical support for a broad range of customers, partners, and key stakeholders in administrative and academic units. The Senior Customer Service Analyst engages with ITS staff and campus customers to understand inquiries, issues, and interruptions and facilitates timely and effective resolutions while delivering customer service excellence. As a member of ITS, the Senior Customer Service Analyst demonstrates ITS values in action.
The Senior Customer Service Analyst:
Manages troubleshooting support for campus customers by responding to service desk inquiries. Facilitates issue resolution by leveraging an expert working knowledge of workstations, printers, customer accounts, and common USC campus applications. Communicates positively and effectively with customers. Listens attentively, empathizes, and asks appropriate questions to identify needs and resolve issues. Shares timely information freely and openly with coworkers.
Oversees and ensures the delivery of consistent, high-quality service by designing and implementing service desk training packages, developing standard operating procedures, and conducting service-based quality reviews for assigned services. Influences the adoption of standard operations.
Owns the accurate documentation of records by logging all inquiries into the service management tool. Maintains accurate and thorough historical records and related incident and problem documentation.
Coordinates with Tier 2 teams and uses data to drive the creation of frequently asked questions (FAQ) articles. Develops easy-to-perform solutions to common problems to lead the development of customer self-help capabilities.
Drives the investigation, troubleshooting, and resolution of a range of escalated business process- and technology-related incidents by gathering detailed feedback, conducting an initial assessment, and providing summary reports to application and infrastructure teams.
Minimizes repeat problems by reporting patterns. Collaborates to develop the definition of the service delivery team's strategy. Improves customer service operations for the ITS organization by acting as an internal service desk escalation and customer service expert for several services.
Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
Supports the vision of Customer Service. Works closely with team members and management to implement and support effective solutions for customer service. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.
MINIMUM QUALIFICATIONS The candidate for the position of Senior Customer Service Analyst must meet the following qualifications:â¢ Bachelorâs degree in a relevant field such as business administration, computer science, computer information systems, etc., or equivalent combination of education, training, and experience. â¢ Five years of experience in information technology, customer service, or higher education. â¢ Excellent customer service and interpersonal communication skills.â¢ Experience conducting troubleshooting activities for common Level 1 support such as password reset, remote installation of supported software, device registration, two-factor authentication setup, and other common support activities.â¢ Ability to develop positive working relationships and a strong rapport with team members.â¢ Strong technical documentation skills.â¢ Excellent written and verbal communication skills.â¢ Experience developing and delivering training programs.â¢ Experience driving continual improvement in IT support procedures and knowledge and influencing adoption of best-practices.â¢ Experience with an ITSM tool, such as ServiceNow. â¢ Ability to make efficient, logical decisions in a rapidly changing environment even in the absence of complete information.
USC’s Viterbi School of Engineering has been one of the economic engines in Southern California and a vital hub in the California economy. The technical innovations and ideas generated by the Viterbi faculty and research community have resulted in countless innovations, many becoming the foundations for new companies, products and services. The thousands of students graduating each year bring new ideas and vitality to companies in California and beyond. With an annual research budget exceeding $205M each year, more than 46 research centers and institutes, more than 180 faculty members, 7,800 students and over 60,000 impassioned alumni world-wide, the Viterbi School is addressing some of the world’s great challenges.