• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $70,000 - $80,000

Position Summary

Reporting to the Manager, Support Services; the Service Specialist is responsible for administration, monitoring, and providing support for escalated tickets. The position is vital for ensuring the availability, security, and performance of our on-prem and cloud services, all while optimizing costs and maintaining compliance standards. The Service Specialist's responsibilities include documenting, implementing, and executing operational tasks and business processes related to academic and research applications, as well as in-house LTI tools, feeds, and databases.

We are looking for a proactive individual with strong interpersonal skills, excellent analytical capabilities, the ability to work effectively in a collaborative research and academic environment, and exceptional written and verbal communication skills. The successful candidate should also be able to explain technical concepts to both technical and non-technical audiences.

Responsibilities

• Possesses in-depth knowledge of the various Academic IT systems (Canvas, Panopto, Zoom, Plagiarism, Grading and Polling and Survey Apps etc.)
• Delivers comprehensive technical support to end users, adeptly identifying and troubleshooting intricate system anomalies.
• Utilizes diagnostic protocols, employs debugging techniques, and implements root cause analysis to ensure swift issue resolution within the Academic IT systems landscape, encompassing Canvas, Panopto, Zoom, Plagiarism detection tools, Grading systems, and Polling/Survey Apps.
• Works with the manager and other Service Specialist(s) to develop implementation and rollout plans for services, including onboarding of new customers, migration from other platforms, training for end users.
• Participates in administering, managing, and troubleshooting applications as necessary.
• Conducts workshops, prepares how-to documents, videos, and troubleshooting guides for end users.
• Writes and conducts QA test plans, and system integrity checks.
• Writes application support documentation for both end users and other support teams. Identifies opportunities for training CUIT Service Desk specialists to improve first-contact issue resolution.
• Works with the academic and research development, business analysts and services group addressing application support requests via CUIT’s incident management process, systems updates, resolving issues and escalating to members of the development team when necessary.
• Participates in team “on-call” rotations, occasionally requiring after-hours and weekend work.
• This position requires occasional on-call duty or off-hours support for critical issues.
• Monitors security and compliance controls and stays updated on industry best practices and compliance regulations related to cloud security.
• All other duties as assigned.

Minimum Qualifications

• Bachelor’s degree and/or its equivalent.
• Minimum 3-5 years’ related experience.
• Must possess a strong IT support background as well as proven skills at leveraging technologies and working collaboratively.
• Must have solid understanding of programming and web application development and database concepts and be able to organize and assume responsibility for assigned projects.
• Experience with end user web-based application testing.
• Must possess strong analytical skills and be able to formulate solutions to address IT issues.
• Ability to handle multiple tasks with competing deadlines is required.
• Must be resourceful and able to troubleshoot and resolve complicated technical issues.
• Must be motivated to learn and adapt new technologies as needed or required.
• Good judgment and excellent verbal and written communication skills are essential.
• Ability to work with minimal supervision.
• Ability to work weekend and off-hour work on occasion.

Preferred Qualifications

• Knowledge of SDLC Lifecycle and service delivery tools such as ServiceNow or any other ticketing system.
• Experience in IT service delivery in a complex higher education environment.
• Proven experience in cloud applications, with expertise in platforms such as AWS, Azure, or Google Cloud
• Knowledge of security best practices and experience in implementing cloud security measures.

Equal Opportunity Employer / Disability / Veteran

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