Location: Chicago,IL, USA
Position Details
Job Title Service Desk Application Administrator Position Number 8100735 Job Category University Staff Job Type Full-Time FLSA Status Exempt Campus Rogers Park-Lake Shore Campus Department Name ACADEMIC & OPERATIONAL SUPPORT Location Code IT SUPPORT SERVICES Is this split and/or fully grant funded? No Duties and Responsibilities
* ITS Service Desk ticketing system administration.
* Facilitate process improvement and automation by identifying and analyzing divisional/area/team requirements.
* Build solutions in the service management tool including templates, quick actions, and workflows for existing modules as well as supporting future module implementation.
* Own key customer relationships with a focus on exemplary customer service and service delivery.
* Assist teams with migrating existing processes into the service management platform.
* Monitor performance of service management platform and work closely with vendor to facilitate issue resolution.
* Participate in producing and providing training to ITS staff on service management platform use and procedures.
* Provide out-of-hours support for emergency issues on a rotating basis.
* Properly escalate unresolved issues to the next level of support and ensure the end user receives appropriate and timely resolution.
* Gain proficiency in other areas of technical support in order to provide resources as needed.
* Maintain continuous familiarity with campus daily events and participate in University and divisional initiatives.
* Promote a professional work environment dedicated to customer service and teamwork.
* Monitor student worker and peer performance by reviewing work as documented.
* Provide training, instruction, and regular feedback to student team members. Follow up with customers and escalation teams to ensure timeliness and quality of ITS and Service Desk issue resolution.
* Other duties as assigned.
Minimum Education and/or Work Experience
* A Bachelor's degree in Information Technology, Computer Science, or a similar area, and min of two years of equivalent work experience is required.
* Support center team lead or manager professional certification desired.
Qualifications
The Service Desk Application Administrator must be inspired to continuously improve the University's experience of IT service. Success in this role demands experience in developing and operating service management platforms. Skill in business analysis and excellent customer and team communication are also required
Language Ability
* Excellent and persuasive communication (oral, written, presentation), interpersonal and consultative skills to work effectively with external customers and providers, and internal clients at all levels of the University.
* Core consulting skills such as business writing, presentation, and analytic comparison.
* Ability to read, analyze, and interpret general business processes, technical procedures, and user manuals.
* Ability to develop and write reports, business correspondence, and procedure manuals.
* Able to communicate technical ideas and concepts to non-technical audiences
Computation Ability
* Strong analytical and problem-solving skills.
* Ability to understand and apply concepts such as resource utilization, work effort, percent to complete and project health.
* Actively seek ways to apply technology to university projects and processes that potentially are enabled by technology
Interpersonal
* Positive attitude and strong work ethic.
* Ability to work independently and in team settings.
* Focuses on accountability and problem and conflict resolutions.
* Maintains confidentiality and follows ITS and other University policies regarding data security and protection.
* Balances team and individual responsibilities.
* Contributes to building a positive team spirit.
* Effectively influences actions and opinions of others.
* Strives to continuously build knowledge and skills.
* Shares expertise with others.
* Able to communicate technical ideas and concepts to non-technical audiences.
* Excellent oral and written communication skills.
* Shows respect and sensitivity for cultural differences; supports and engages with University Diversity, Equity, and Inclusion initiatives.
* Treats people with respect.
* Works with integrity and ethically; handle sensitive and confidential issues and materials appropriately.
Organizational Skills
* Must be hands-on, detailed oriented and have the ability to quickly adapt to changes and new ideas.
* Supports organization's goals and values.
* Develops strategies to achieve organizational goals.
* Adapts strategy to changing conditions.
* Includes appropriate people in decision-making process.
* Strong administrative and organizational skills.
Communication
* Excellent customer-facing skills, especially those applicable to oral and written presentations.
* Ability to develop and write reports, business correspondence, and procedure manuals.
* The position must have the ability to respond to questions appropriately and promptly from a variety of customers.
* Solicits customer feedback on how to improve service.
* Core consulting skills such as business writing and presenting, and analytic comparisons.
* Ability to read, analyze, and interpret general business processes, technical procedures, and user documentation.
* Ability to develop and write reports, business correspondence, and procedure documentation.
* Able to communicate technical ideas and concepts to non-technical audiences.
Reasoning Ability
* Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives.
* Synthesizes complex or diverse information.
* Generates creative solutions; Identifies and resolves problems in a timely manner.
* Gathers and analyzes information skillfully.
* Develops alternative solutions.
* Works well in both group and individual problem-solving situations.
* Looks for ways to improve and promote quality.
* Responds promptly to client needs.
* Solicits client feedback to improve service.
* Responds to requests for service and assistance.
* Ability to be flexible and adaptable to changing environments and business situations.
* Support change management initiatives as well as explain changes to others.
* Proactively manages change through existing change management processes, and project risks through early identification, negotiation and/or escalation when required.
* Evaluate technology problems and create manageable solutions.
* Able to synthesize complex or diverse information at an enterprise level.
Certificates/Credentials/Licenses
Demonstrates a commitment to Loyola's mission and strategy by supporting the ITS core values of service excellence for university strategic initiatives and continuous development and improvement.
Experience in use and administration of service management platforms (such as TeamDynamic, Ivanti Service Manager (ISM), ServiceNow, or Cherwell) is required. Specific knowledge of ISM strongly preferred.
A Bachelor's degree in Information Technology, Computer Science, or a similar area, or equivalent work experience is required.
Computer Skills
Familiarity with PowerBI, Tableau, or similar reporting tools; Microsoft Office and other common office tools; and a working understanding of Internet delivery mechanisms for client self-service applications desired. Excellent knowledge of Microsoft Office, SharePoint Teams and internet basics is required.
Supervisory Responsibilities No Required operation of university owned vehicles No Does this position require direct animal or patient contact? No Physical Demands Lifting Working Conditions Lighting Open Date 10/31/2024 Close Date Special Instructions to Applicants Diversity and Inclusion Statement Diversity, Equity, and Inclusion
As one of the nation's largest Jesuit, Catholic universities, Loyola University Chicago fosters a transformative cultural experience that honors diversity, equity, and inclusion. We are committed to not only recruiting, but also retaining a diverse, mission driven workforce and enabling a culture of inclusiveness in an environment that values service excellence, stewardship, personal well-being, and professional development for all of our employees. Loyola University Chicago supports its staff and faculty with a wide array of affordable, comprehensive and competitive benefits centered on health and wellness, financial security, equity, and work-life balance. We actively seek those who wish to join our faculty, staff, and students in a community of diverse opinions, perspectives, and backgrounds supporting our Jesuit mission and striving toward the same goal of being persons for and with others.