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Service Specialist (Academic IT Systems)

  • Requisition no: 501877
  • Work type: Full Time
  • Location: Manhattanville
  • School/Department: Columbia University Information Technology
  • Grade: Grade 12
  • Categories: Information Technology

Position Summary

Reporting to the Sr. Manager, Service Administration & Support for Academic Services, the Service Specialist will be responsible for tracking project deliverables, timelines, user support, and training associated with Columbia University’s various Academic IT systems. 


  • Obtains in-depth knowledge of the various Academic IT systems (Bedework, Courseworks, etc.).
  • Provides technical support to end users and troubleshoots system anomalies.
  • Oversees tickets in Jira project tracking tool.
  • Implements and conducts project management techniques utilizing agile best practices.  
  • Conducts workshops, prepares how-to documents and troubleshooting guides for end users.
  • Manages and tracks tickets via Service Now system and generates monthly reports.
  • Develops training scripts and conducts end user training.
  • Works with application development team to conduct end user testing for new enhancements and functionality.
  • Participates in team “on-call” rotations, occasionally requiring after-hours and weekend work.
  • All other duties as assigned.

Minimum Qualifications

  • Bachelor’s degree and/or its equivalent required.
  • Minimum 3-5 years’ related experience.
  • Excellent Customer Support skills.
  • Experience tracking project deliverables and timelines in an IT environment.
  • Possess strong analytical problem resolution skills.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to work in a fast-paced, deadline driven environment.
  • Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, communication and influencing skills, and technical expertise.
  • Ability to work with changing priorities and with multiple projects.
  • Ability to be precise and attentive to detail is essential.
  • Ability to work with minimal supervision.
  • Ability to work weekend and off-hour work on occasion.

Preferred Qualifications

  • Knowledge of Jira.
  • Experience with event calendaring systems (Bedework preferred).
  • Experience in using Service Now platform or any other ticket management system.
  • Knowledge of  HTML, CSS, XML, and XSLT a plus.
  • Experience in IT service delivery in a complex higher education environment.
  • Experience with end user web based application testing.
  • Interest in the web and application development process and desire to learn.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.

Applications open: Eastern Daylight Time
Applications close:

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