Information Technology Consultant II (Career Level) / ITS - Technology Support Center
California State University, San Bernardino
Location: San Bernardino, California
Internal Number: 2409867
Information Technology Consultant II (Career Level) / ITS - Technology Support Center California State University, San Bernardino
Job No: 501874 Work type: Staff Categories: Unit 9 - CSUEU - Technical Support Services, Temporary, Full Time, Information Systems & Technology
California State University, San Bernardino is a preeminent center of intellectual and cultural activity in Inland Southern California. Opened in 1965 and set at the foothills of the beautiful San Bernardino Mountains, the university serves more than 20,000 students each year and graduates about 4,000 students annually. CSUSB reflects the dynamic diversity of the region and has the most diverse student population of any university in the Inland Empire. Seventy percent of those who graduate are the first in their families to do so.
At CSUSB, you can:
Build your future
Work with the best
Be your authentic self
Focus on you
Make a lasting impact
Work for a purpose that is greater than your own
Bring everything you are, become everything you want
The Technology Support Center (TSC) is the one-stop-shop for support, information, and consultation of all technology-related matters. On a 24/7 basis, the Technology Support Center provides the university with effective, timely, and consistent responses to technology support needs.
The TSC is the issuer of Coyote OneCard, the official CSUSB identification card. We provide students, faculty, and staff assistance and training on-campus resources such as MyCoyote, Canvas, campus email systems, Google G Suite, Office 365. We also assist with desktop support and provide access to many campus-licensed software.
The TSC is also in charge of Cherwell, the campus Enterprise Service Management (ESM) system. What started as an IT Service Management (ITSM) system quickly grew campus-wide as multiple departments outside of IT realized the benefits of using Cherwell for workflow, digital forms, asset management, and web portals. A few of the non-IT departments that have been onboarded on the campus ESM include Human Resources, Accounting, Parking, Environmental Health & Safety, and Property Management.
Under minimal supervision of the Assistant Director of the Technology Support Center, the incumbent will provide development and administration of the campus Enterprise Service Management system. The incumbent will also provide technical support to the campus OneCard and various other systems. The following responsibilities include:
Intake of enhancements and fixes to the campus ESM workflows, digital forms, web portals, etc.
Document and perform weekly changes made in the campus ESM as requested.
Look to build automation into the campus ESM when appropriate to help with repetitive tasks.
Meets with departments to understand their service offerings, design process workflows, develop digital forms, and onboard and train on the campus ESM.
Work with other departments to leverage ESM API's to integrate various other systems.
Provide technical support for the Coyote OneCard system. This includes maintaining and supporting the ID card software and CBORD software.
As requested by different departments, will extract photos and card information for systems such as public transportation (OMNI, Sunline, Sundiego), Engage, door access (Vanderbilt), Student Health Center, campus police (Maxient), rec center (Fusion), housing (Starrez), and PeopleSoft.
Employment Status: Full-time, exempt, temporary position (with the possibility of converting to permanent).
First Review Deadline: This position will remain open until filled. Applicants will be reviewed beginning August 11, 2021.
Generally, Monday through Friday from 8:00 am to 5:00 pm. Some weekends and evenings may be required.
Ability to work closely with other teams both within ITS and around campus.
Clear, positive, solution-oriented communication skills to translate user needs into effective technical solutions.
Ability to identify areas of improvement on the campus EMS, the campus OneCard, and the TSC.
Ability to independently identify and solve complex production problems.
Knowledge of ITIL processes.
Technical Support Workflow management.
Basic applications/programming development, databases, and data structure concepts.
Analyze, troubleshoot and apply problem-solving skills to technical problems.
Education and Experience
The equivalent to Bachelor's degree from an accredited four-year college or university in computer science, information systems or in a closely related field or similar certified coursework in applicable fields of study.
Two (2) or more years of experience in IT Support related work.
Great customer service skills.
Previous development and administrative experience of an Enterprise Service Management system.
Proficiency in hardware and software technologies.
Ability to pay attention to details and to meet deadlines and milestones.
Patience and well-developed interpersonal relations skills.
Previous professional experience working in a higher education environment is highly desired.
In our commitment to furthering knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experiences. In our commitment to diversity, we welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. Our commitment to work toward an environment that values diversity requires that we create, promote, and maintain activities and programs that further our understanding of individual and group diversity. We will also develop and communicate policies and promote values that discourage intolerance and discrimination.
The concept and dimensions of diversity are to be advanced and incorporated into every aspect of university activity, including student life, the curriculum, teaching, programs, staffing, personnel training practices, research, community services, events, and all other areas of university endeavor.
Dimensions of diversity shall include but are not limited to, the following: race, ethnicity, religious belief, sexual orientation, sex, gender identity, gender expression, ability, socioeconomic status, cultural orientation, national origin, and age.
The implementation of the Commitment to Diversity will rest with the university as a whole. In addition to a personal commitment and involvement, the president may use the University Diversity Committee, campus administrators, faculty, staff, and students as well as other members of the campus community to effectively implement the philosophy and intent of this statement.
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or the continued employment of current CSU employees who apply for the position.
The person holding this position is considered a `mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements outlined in CSU Executive Order 1083 as a condition of employment.
California State University, San Bernardino is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.
This position may be 'Designated' under California State University's Conflict of Interest Code. This would require the filing of a Statement of Economic Interest on an annual basis and the completion of training within 6 months of assuming office and every 2 years thereafter. Visit the Human Resources Conflict of Interest webpage link for additional information: http://hrd.csusb.edu/conflictInterest.html
This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096)
California State University, San Bernardino offers a challenging and innovative academic environment. The university seeks to provide a supportive and welcoming social and physical setting where students, faculty and staff feel they belong and can excel. The university provides students the opportunity to engage in the life of the campus, interact with others of diverse backgrounds and cultures, as well as participate in activities that encourage growth, curiosity and scholarly fulfillment. Through its branch campus in Palm Desert, the university mission extends to the Coachella Valley.