The School of Information Technology at the University of Cincinnati seeks to hire one Research Associate.
The Research Associate will have Operations Lead responsibilities with the Information Technology Solutions Center (ITSC). The Operations Lead responsibilities include, but are not limited to:
Manage the ITSC Service Desk ensuring key service levels are met in key areas including:
Monitor and review service desk tickets ensuring proper utilization of ITSC staff, and collaborating with users to find the most efficient resolution including workarounds and providing awareness as needed
Mentor and develop Service Desk agents to increase First Call Resolution (FCR), including functional support, custom reports and queries, access management and other FCR tickets
Work with other ITSC Leads to ensure compliance with Change and Release Management process areas
Act as a point of escalation for users and clients
Provide daily, weekly and monthly reports to management and clients on time and with the required quality
Manage the delivery of end user training on existing and new applications including enhancements
Manage user acceptance testing, ensuring all issues have been cleared internally ahead of communication with users
Manage escalation of tickets to Level 3 (development) constructively, effectively and efficiently
Ensure proper documentation of relevant processes, procedures and work instructions
Participate in user requirements management sessions and provide input to the development team as required
Support ITSC Project Managers during new implementations and deployments as required
In addition to the Operations Lead responsibilities, the Research Associate will:
Research and implement best practice in IT Service Management (ITSM) processes
Present and publish in related conferences and journals
Teach seminars and workshops on relevant tools and processes as needed
Teach undergraduate and graduate ITSM courses for the School of Information Technology as needed
A Bachelor's degree in Information Technology, Computing or a related field from an ABET accredited program with a minimum GPA of 3.6 anda Master's degree in Information Technology, Computing or related field with a minimum GPA of 3.6.
In addition, the applicant must have 18 months' experience in all of the following duties—working on projects that included the management of IT operations in a Client-facing role that must have included a service desk management role with responsibilities in: Ensuring key service levels are met in key areas such as incident management, problem management, and request management; Providing service desk management to a user community above 1000 users; Managing user acceptance testing; Providing end user training in person or online; Providing project management during new implementation and deployments; Working in teams.
The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.
As a UC employee, and an employee of an Ohio public institution, if hired you will not contribute to the federal Social Security system, other than contributions to Medicare. Instead, UC employees have the option to contribute to a state retirement plan (OPERS, STRS) or an alternative retirement plan (ARP).
The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / Minority / Female / Disability / Veteran.
SF:OMJ SF:RM SF:INS SF:LJN SF:INS
Internal Number: 53043-en_US
About University of Cincinnati
HISTORY IN BRIEF - The University of Cincinnati is a public urban serving research institution that was founded in 1819 and today is one of the country’s largest universities offering more than 350 academic programs to more than 44,000 students. UC has many top ranked programs in areas such as Music and Arts, Medical and Human-Services, Criminal Justice and more. Located in an urban setting, UC is close to the heart of Cincinnati and allows easy access for students to enjoy all that the city offers. UC is also the alma mater of many notables such as President William Howard Taft; Albert Sabin, developer of the oral polio vaccine; Astronaut Neil Armstrong and Mary Weinberg, 2008 Olympic gold medalist. UC is classified as a Research University (Very High Research Activity) by the Carnegie Commission and is ranked as one of America’s top 35 public research universities by the National Science Foundation. UC jumped 17 spots in the U.S. News & World Report rankings in the past two years alone. In addition to being named a “green university” by Princeton Review, UC has been named one of the world’s most beautiful campuses by Forbes and Delta Sky magazines. Learn more at www.uc.edu.MISSIO...N STATEMENT - The University of Cincinnati serves the people of Ohio, the nation, and the world as a premier, public, urban research university dedicated to undergraduate, graduate, and professional education, experience-based learning, and research. We are committed to excellence and diversity in our students, faculty, staff, and all of our activities. We provide an inclusive environment where innovation and freedom of intellectual inquiry flourish. Through scholarship, service, partnerships, and leadership, we create opportunity, develop educated and engaged citizens, enhance the economy and enrich our University, city, state and global community.