Service Continuity Analyst (Overnight Shift) (Multiple Positions)

We invite you to join the Service Continuity team (over-night shift) with University IT Services (UITS). Enjoy the benefits of a close-knit team and the satisfaction that only comes from being able to provide value to all University Faculty, Staff, Students, and affiliates. In an environment that operates around the clock, the Service Continuity team is available to customers 24/7/365. Service Continuity Analysts are integral for monitoring critical University systems and applications, reporting outages, basic networking requests, batch-job management, and Service Desk support. On the over-night shift specifically, there is an intense focus on ensuring that batch-jobs are completed successfully and on time and that Service Desk customers are supported via phones and online chats. This position is not eligible for remote work. Shifts will be assigned with working hours between 5pm and 10am.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

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• Utilize Enterprise Monitoring Platforms to
  proactively monitor campus services, networks, systems hardware, batch
  processing schedules, and UITS tickets.

• Leveraging
  the Control-M application, ensure batch-jobs run successfully and on time. For
  any batch-job failures or delays, intervene accordingly by resolving the issue
  yourself or by reaching out to the proper team.

• Receives
  incoming Service Desk calls, online chats, and portal requests for customers
  having issues with their personal devices and enterprise IT Services and
  applications.

• Manage the communication of outages to campus
  partners (Act as a liaison between the support center and technical teams
  during customer impacting outages).

• Handle
  other inbound requests such as DNS/DHCP updates and changes, updating on-call
  resources information, decommission servers, etc.

Knowledge, Skills, Abilities

• Strong customer service skills.
• Outstanding skill in written and verbal communication.
• Proven organizational and time management skills.
• Ability to work independently within the context of a team environment.
• Ability and willingness to be the sole person responsible for fulfilling a particular task or activity, during part of or for the entirety of a shift.
• Strong troubleshooting skills.
• General knowledge of IT principles, theories, and concepts.
• Ability to juggle and prioritize multiple tasks and shift priorities quickly.
• Ability to effectively communicate and share knowledge with contacts at multiple levels.
• Ability to appropriately implement policies and procedures for support products.
• Excellent decision-making, critical thinking, and problem-solving skills.
• Detail-oriented.

• Bachelor's degree or equivalent advanced learning attained through experience AND 1 year of relevant work experience.