Requisition Number: 03024771 Final Filing Date: 09-17-2019 Closing Date: Payroll Title: INFO SYS ANL 3 Number of Positions: 1-2 Salary: $5,683.33-$11,408.33/MO Appointment Type: Career Appointment Description: 100% Fixed; Monday-Friday - Hours TBD Overtime Eligible (FLSA): Exempt Union/HEERA Representation: This position is not represented by a collective bargaining unit
Department: ENT APPS & INFRASTRUCTURE SVCS - 061419 Department Description: The mission of Information and Educational Technology (IET) is to create and support an information technology environment that enhances the ability of the UC Davis community to teach, do research and provide public service. In support of the University's mission, IET will deliver an infrastructure of technological services appropriate to the requirements of the campus community.
NO VISA SPONSORSHIP IS AVAILABLE FOR THIS POSITION
Location: Davis Allow Applicants to Attach: Resume Cover Letter References
Job Summary: Under the direct supervision of the Support Desk Manager, this position will maintain a comprehensive service quality program for IT Express that covers all intake channels to incident monitoring and request fulfillment. Investigate, create root cause analysis on service issues. This position will attend Incident Review Boards (IRB) representing IT Express and will monitor, analyze, and report incident trends. With input from the IT Express Supervisor, this senior level analyst will apply theory, such as Help Desk Institute (HDI), and put it into practice with an in-depth understanding of a complex service desk environment.
This position will be responsible for service management engagement within Information & Educational Technology (IET) establishing working relationships with IET service providers. This position will act as the primarily liaison between IT Express (service desk) and department service owners and will perform business analysis determining and advising on process and technology improvements.
This position will also be responsible for evaluating knowledge content usage data and will design, develop and deliver knowledge content. In addition, this position will act as the primary point person for major incident communication.
Physical Demands: Work at a computer and view display screens for long periods of time.
Work Environment: Due to the mission-critical services provided by this department, this position may work hours other than M-F 8-5, especially in response to system problems.
Must be routinely on-call as required and carry pager/cell phone.
Work in a busy office environment with frequent interruptions.
Occasional travel required.
Travel between campus and off-campus locations.
Vacation is restricted during peak work periods.
Adhere to workplace safety practices, read information communicated about workplace safety, complete required safety training on time, and report any workplace safety issues promptly to their supervisor or the designated safety coordinator.
This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity check.
UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.
Background Check Required: Yes
Minimum Qualifications: Complex support desk experience.
Experience creating new processes and/ or modifying existing processes in support of new system implementations.
Experience determining cross-organizational impact on existing business processes when system modifications and/or enhancements occur.
Experience in complex business analysis including creating as-is process models; conducting information gathering sessions with subject matter experts; identifying gaps in the current state; effecting gap closure with process owners; and developing to-be process models
Experience exercising professional judgment, creativity, and decision-making skills to assess situations and needs, define problems, and develop strategies to meet long range goals to improve processes within the scope of responsibility of the position.
Experience creating requirements specifications, including business rule sets, functional requirement statements, use cases, and workflow diagrams
Experience to identify problems, investigate and gather related information from diverse sources
Experience using interpersonal and communication skills to clearly communicate technical issues verbally and in writing; and to effectively communicate with tact and diplomacy to various audiences.
Preferred Qualifications: Experience using ServiceNow, or other IT Service management ticketing systems
Experience with Help Desk Institute (HDI) standards, Knowledge Centered Service (KCS), and ISO9000 principals
Experience leading and facilitating meetings.
Experience creating and delivering presentations to service owners and subject matter experts.
Knowledge and experience with project management principles to apply to analysis efforts.
Skills to prepare user acceptance testing activities and write user acceptance test plans, instructions, and other reference materials
The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.
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UC Davis is the home of the Aggies — go-getters, change makers and problem solvers who make their mark at one of the top public universities in the United States. Since we first opened in 1908, we’ve been known for standout academics, sustainability and Aggie Pride as well as valuing the Northern California lifestyle. These themes are woven into our 100-plus-year history and our reputation for solving problems related to food, health, the environment and society.Our 5,300-acre campus is in the city of Davis, a vibrant college town of about 68,000 located in Yolo County. The state capital is 20 minutes away, and world-class destinations such as the San Francisco Bay Area, Lake Tahoe and the Napa Valley are within a two-hour drive.