Service Desk Application Administrator

• 
  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.

• 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

• 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

• 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.

• 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.

• 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.

• 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.

Diversity, Equity, and Inclusion