Job Title: Analyst/Programmer Trainee
Pay Grade: 79 Position Code: 0596

Expectations are based on a week of approximately 40 hours. Networking & Operations Center hours are 8am - 5pm, but may be flexible based on department support. Hours also vary during student return and other high volume service periods.

Position Summary: Answer customer inquiries and solve problems as well as dispatch problems for further resolution. Demonstrate clearly, equal support for external and internal customers and do so in a professional manner. To analyze and assist customers such that the majority are resolved without generating work orders. Provide this level of assistance for the totality of telephony, voicemail, and data problems, new service orders, or questions.

Respond to requests for information and problem resolution on the University's voice, data and network systems. Also respond to telecommunications billing inquiries and requests for general telecommunications information. Analyze voice and data system and end user equipment problems and, within established guidelines, take corrective action to resolve them. In doing so, to support customers in the most customer centric manner. Begin to develop knowledge base that includes escalation procedures and general familiarity with on-call functions. Maintain an emphasis on problem ownership and not transferring customers to others. Check telemanagement reports for active problems assigned and coordinate resolution, closeout, and billing information via this telemanagement tool. Support the goals of the department by virtue of consistent, professional, and quality customer service. Provide suggestions to the group leader on ways to modify trouble ticket and work order modules in cases where better information can be provided to both internal and external customer. Support and be knowledgeable of emergency preparedness procedures.

Provide backup support as available for Directory Information Agents and other positions in case of emergencies. On a regularly scheduled basis, assist technicians and engineers in their field work. Assist as available in Designer functions to support a more real time customer support operation. Regularly review performance along with group leader to consistently grow in customer service technique and satisfaction. Gain initial exposure to NCS web site materials and monitor whether the information is current. Also, suggest changes to the web site in the form of “frequently asked questions” and write content for input to the group leader and webmasters.

Supervision and Direction is received from the group leader on operational issues and customer service issues and with additional coordination from, and with, various senior staff members and peer team members. Reports to Assistant Director both administratively and operationally.

Duties and Responsibilities : With general direction and with significant latitude for independent judgement and action:  

Position Values: Be a peer example and team player with the ability to interact effectively with co-workers and management, be self-motivated with a willingness to learn, be flexible and adaptable to an ever-changing environment, initiate activity with a willingness to exercise calculated risk, and demonstrate a positive and professional attitude. Exemplify a professional and customer-centric standard, while guiding accurate interpretation of University guidelines and department regulations, particularly as they pertain to authentication of customers when providing for their real time needs. Respond constructively and with innovation to end-user requirements by understanding the business problem and the level of service the user community expects. Be recognized as a customer service expert who has the trust of the organization in the processes and inclusion that are part of all decisions. Work with others to be creative, positive and clear about the risks and benefits of any particular course of action. Encourage the ongoing observation of the NCS Ways of Working values adopted by the organization.

Education/Experience (minimum required):

Education: Two years of post high school education (or equivalent experience) in a program that enhances writing and decision making skills along with computer skills that include word processing, spreadsheets, microcomputer platforms, client/server environments, or the equivalent.

Experience: At least one to two years of direct customer service in a related field that would hone customer service skills and multi-tasking.

Job Title: Software Specialist Sr.
Pay Grade: 55 Position Code: 1821
Department: Information Technology Division: Networking and Communications

Position Summary: To provide technical expertise in the context of quality customer service skills to users of Information Technology infrastructure. Support customers of server systems in standalone mode, blade environment, and clustered configurations. Programming skills may include mainframe and server-based software with a varying scope of understanding with respect to hardware. Project management efforts of significant scope and breadth would be coordinated and managed through advanced use of project management tools including simple timelines, task assignment, meeting management, resource planning and negotiating, task tracking and agendas. Support applications interfaces, protocols, security requirements, as well as critical IT services such as enterprise electronic mail, storage area networking (SAN), Identity Management, capacity and performance. The incumbent should also have significant leadership experience in internal and self-regulating processes. Serve as liaison to vendor technical support personnel for problem resolution and efficiency improvement.

Position Values: Be a role model and team player with the ability to interact effectively with co-workers and management, be self-motivated with a willingness to learn, be flexible and adaptable to an ever-changing environment, initiate activity with a willingness to exercise calculated risk, and demonstrate a positive and professional attitude. Exemplify a professional and customer-centric standard, while guiding accurate interpretation of University guideline and department regulations during contract negotiations and intra-department services. Respond constructively and with innovation to end-user requirements by understanding the business problem, the technical and programming requirements, and the level of service the user community expects. Be recognized as a subject matter expert and customer service expert who has the view of financial responsibility in all decisions. Be able to think in creative ways in order to methodically reach desired goals in a wide scope and breadth of technical needs.

Duties and Responsibilities: Under general direction and with significant latitude for independent judgment and action:

ESSENTIAL TASKS  

% OF TIME DESCRIPTION

53% Be able to assess customer needs in a manner consistent with group teamwork and department values, and as a result, be effective in  

Participation in applications projects that expand IT strategic services and customer base (sharepoint portal, OASIS, Parking, etc). Support protocols and tools for application development environments (e.g. terminal servers, FTP) and consult on their use.

Serving as liaison with vendors, including hot line and/or critical service support, for software or application tools, in use by the department.

Coordination of planning and implementation of new releases of software tools currently in production use in the department as well as installation of new products.

Implementing procedures and supporting maintainable operating environments by virtue of realistic monitoring parameters to eliminate false notifications of non-service impacting temporary conditions.

Implementing and maintaining end-to-end test environments for services that are comprised of multiple technologies and protocols.

Providing training and support for strategic applications (e.g. OASIS) staff.

Review of new system proposals with particular attention to industry specifications, with attention to best practices, and University needs combined.

Support of strategic information technology efforts in academic, administrative, health care and other university missions while observing organizational values and effective team membership.

25% Design and implement server environments that support administrative and academic applications. Server environments include standalone servers, clustered, and blade servers.

Be an effective leader, participating in the design of new applications support architectures.

Develop, implement, and consistently demonstrate effective server monitoring / administration and overall systems administration. Configure secured parameters and environments.

Evaluates and recommends software tools which will aid staff and users to maintain high availability systems.

Demonstrate the ability to understand complex feeds and triggers, and the ability to apply them to the attribute flows between Active Directory, Metaverse, and connectors.

Demonstrate the ability to backup other team members by reading developed code and performing minor changes to that code to coordinate institutional level attributes of a complex directory environment.

10% Consult and propose solutions for major University services and their infrastructure (e.g. e-mail, anti-spam, anti-virus) and analyzes storage technologies that optimize their performance.

Keep abreast of trends as they relate to the computer field by self study, attending job related seminars, courses or conferences which enhance personal development and strengthen the offerings of Information Technology.

10% Rotation of oncall support.

Demonstrate the ability to use sound technical and process judgment in support of systems, controls, and architecture.

Develop and implement on-call processes that support organizational and team member balance with the immediacy of response required by the environment and user need for system and service availability.  

2% Participate in capital budget proposals and their defense.

Demonstrate the ability to articulate the need for new systems, new services and to be part of the deployment team once those decisions are made. Show the appropriate leadership skills to bring teams to consensus and implement solutions once a decision has been reached.

EDUCATION/EXPERIENCE:

Bachelor’s degree in Information Technology or Computer Science; or 6 years equivalent experience with systems administration, systems platform creation, and complex application infrastructure knowledge including electronic mail architecture and web services; OR combination of both. Possess technical ability, systems level awareness, knowledge of quality improvement processes, and superior customer service skills. Strong, demonstrated verbal and written communication skills. Flexibility to manage projects and task lists developed by others or by the individual.