Administrative/Support, Information Technology, Project/Program Management/Planning, Staff/Administrative
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 build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for six consecutive years.
UW-IT is the central IT organization for the University of Washington, providing critical technology support to all three campuses, UW medical centers and global research operations. UW-IT collaborates with University partners to advance teaching, learning, innovation and discovery at the UW. CSS 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. CSS 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. CSS leads UW-IT customer experience efforts to ensure customer interactions consistently produce positive outcomes.
UW-IT Customer Service & Support (CSS) values and commits to diversity, equity, and inclusion as a means to promote individual growth, professional excellence, cultural intelligence, and success within our community. CSS fosters a climate of mutual respect; applying innovative solutions drawing upon our strengths.
UW-IT has an outstanding opportunity for a Senior Operations Support Specialist.
The Senior Operations Support Specialist of Customer Service & Support 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.
Bachelor’s Degree in computer science, information technology or related degree program
Minimum of three 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.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
ITIL Foundations 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 Operations Support 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 Monday - Thursday 5:30 p.m. – 4:00 a.m. The Senior Operations Support 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. Ability to work remotely with daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization contributing to collaborative team work focused on problem solving. May be called in to address a specific critical problem. Supervisors will call in employees as needed. Remote/Telework is required for this position's work schedule. This is an essential position and is required to report to work remotely when UW suspends operations.
Application Process: The application process for UW positions 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.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.