Operations Support Specialist

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to building stronger minds and a healthier world. UW is Committed to attracting and retaining a diverse staff, your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW's IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world, partnering with the UW community to enable innovation, learning, discovery, and service."

UW-IT Customer Experience (CX) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CX operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions.

CX leads efforts on customer experience to ensure that all customer interactions with UW-IT consistently produce positive outcomes. Customer experience encompasses more than customer service, representing the perceptions and related feelings a customer experiences based on the one-off and cumulative effort of interactions with UW-IT employees, communication channels, services, and support.

UW-IT CX values and commits to diversity, equity, and inclusion to promote individual growth, professional excellence, cultural intelligence, and success within our community. CX fosters a climate of mutual respect, applying innovative solutions drawing upon our strengths.

The Senior Computer Specialist in CX is responsible for providing customer contact and support through incident management, request fulfillment and provisioning of IT services within the context of the UW Information Technology Service Center by partnering with UW-IT service teams in the development, design and delivery of those services to the UW community; providing frontline support for monitoring, troubleshooting, and reporting on University mission critical administrative, academic and research computing systems; providing limited support for UW-IT's state-of-the-art data and telecommunications network environment supporting three campuses, UW Medicine, and research operations around the world; and collaborates with UW partners to develop strategic customer solutions.

This is accomplished by providing the following support:

Tier-1 support for the UW NetID system includes 100+ categories of customers, eight classes of UW NetID, and all services listed in the UW-IT Service Catalog.

Consult with customers and staff to provide the best solutions for access through our UW NetID system including 100+ categories of users and 8 classes of UW NetID for the UW-IT Enterprise Service Desk service.

Maintain broad knowledge of the complex service offerings that UW Technology is required to deliver and understand responses to our broad customer base of ~650,000

Monitoring, troubleshooting, reporting, and evaluation of complex issues related to UW-IT's non-network infrastructure using problem-solving techniques and processes.

Monitoring, troubleshooting, and escalation of service issues related to UW-IT's network infrastructure using identified processes and procedures.

Ensure high quality of service delivery by proactively contributing recommendations for improvement regarding documentation and processes for various services and tools and contribute toward those improvements.

Ability to learn and understand networking terms and concepts to provide selective support for UW-IT's carrier-scale heterogeneous network spanning countries, states, counties, cities, campuses. UW-IT is a dynamic and complex environment serving a customer base of over 300,000 people, spanning diverse cultures, work environments, and geographical locations.

Each CX staff member is engaged in several projects simultaneously, requiring excellent communication, and personal interaction.

REQUIREMENTS:

Bachelor's Degree in computer science, information technology or related field or experience.

Minimum of two years' experience working at a Service Desk or a Network Operations Center providing both request fulfillment and incident management process support.

Demonstrated excellent written/oral communication skills for technical and non-technical customers, technical documentation skills, user liaison skills, and personal interaction abilities.

Ability to manage varied workload within time constraints, including appropriate escalations when appropriate.

Demonstrated ability to work with minimum supervision both independently and as part of a team

Demonstrated excellent customer service skills driven by a desire to empower customer success and strong problem ownership orientation.

DESIRED:

Strong customer service skills with experience working in a service-oriented organization.

Ability to work independently or in a collaborative team environment.

Ability to quickly troubleshoot problems that may arise in work products.

Analytical and problem-solving skills.

Ability to partner with network engineers to identify the course of resolutions.

Experience in a research university or large enterprise.

ITIL Foundations training, certification, and familiarity with ITIL concepts such as service desk function, request fulfillment, and incident processes.

Experience with data networking terms and concepts. Experience with collaboration and productivity applications/tools/software (ex. ServiceNow, Google G Suite, MS Office, Confluence wiki, Sharepoint).

Familiarity with computing operating systems such as Linx, MS Windows, Android and IOS.

Experience in a major higher education, research, and/or medical/healthcare organization.

CONDITIONS OF EMPLOYMENT

The Senior Computer Specialist will be working in a 24x7x365 operational environment and must be willing to work weekends, holidays, and non-standard work hours as scheduled.

The general working hours for this position will be Wednesday - Saturday 3:30 p.m. - 02:00 a.m.

The Senior Computer Specialist will, on occasion, need to adjust hours to accommodate the business needs and may on occasion work a different schedule on an ad-hoc or semi-permanent basis.

Required to be in an on-call rotation and to respond in a timely and appropriate fashion when contacted to ensure adequate shift coverage or service support during unexpected events.

This is an essential position and is required to work remotely when UW suspends operations. During restricted operations employee may be called in to address a specific critical problem. Supervisors will call in on employees as needed.

Application Process:The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.