Department Summary

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Customer Success acts as the "front door" for ITS, providing tiered support to handle most common IT user needs including software, endpoint, and access inquiries. This team provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Customer Success enables service excellence and a spirit of continuous improvement by monitoring key performance factors such as customer satisfaction and customer service and implementing process improvements.The Customer Support team serves as the singular "front door" for ITS by responding to and resolving common customer inquiries for a diverse range of university stakeholders received via a variety of channels including phone, email, walk-in, and service portal ticket requests. The team escalates tickets to appropriate parties, tracking timely and accurate resolution and offers white glove service to University Executive Staff. The team is responsible for driving service quality and continuous service improvement for Intake and Operations processes. The Customer Support team builds a best-in-class organization by providing excellent customer service to a broad range of customers.
Position Summary

The Senior IT Support Analyst, Bespoke Operations provide customer service excellence to UCLA's diverse academic and administrative departments and units. The Senior IT Support Analyst will engage with callers and customers whose inquiries, issues, or interruptions have been escalated beyond the first level of support within the Customer Support team. This individual will use their deep knowledge of UCLA's technologies, products, and applications to facilitate timely and impactful resolutions while delivering customer service excellence. They will use their knowledge of UCLA's departments and units' unique needs and businesses to provide timely and effective support to each customer group. Additionally, this individual will lead innovative solutions and customer service excellence that support the operational effectiveness of a best-in-class, leading-edge university.

 

The Senior IT Support Analyst, Bespoke Operations will positively impact UCLA's operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution's academic mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while modeling UCLA's culture and values.

Salary & Compensation

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.
Qualifications

Experience working in one or more of the following fields: information technology, management, customer service, higher education, or a related field. (Required)

Advanced experience providing technical customer support in an operational environment, including hardware and software tests, analyzing test results. (Required)

Advanced experience producing reports of conclusions and recommendations, and creating technical documentation for complex processes and applications. (Required)

Experience with customer issue ticketing systems and/or ServiceNow. (Required)

Experience with Office 365, password reset procedures, network troubleshooting, and/or desktop/IT/helpdesk support. (Required)

Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred)

Strong ability to assess the criticality of problems and prioritize actions based on importance and urgency. (Required)

Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. (Required)

Strong written and verbal communication skills. Able to communicate technical information and ideas to a diverse community of colleagues and stakeholders. (Required)

Able to establish and advance positive working relationships and a strong rapport with team members, stakeholders, and customers. (Required)

Strong organizational skills and is able to prioritize urgent and competing project needs. (Required)

Strong demonstrated problem-solving skills; scopes solutions based on knowledge of available resources and timelines. Able to ask questions, gather information, evaluate options, and make decisions with integrity. (Required)

Able to participate in activities to advance an inclusive environment that values equity, diversity, inclusion and belonging. (Required)

Thinks creatively and proposes innovative ideas, including the incorporation of new technologies or processes. Able to work with agility in a fast-paced environment. (Required)

Education, Licenses, Certifications & Personal Affiliations

Bachelor's Degree in one or more of: information technology, computer science, public administration, business administration, communications, or related field, or equivalent combination of experience/training. (Preferred)

ITIL Foundations, CompTIA A+, and/or Microsoft and/or Apple desktop support certification (Preferred)

Special Conditions for Employment

• The anticipated pay range for this position is $76,479.66 - $89,601.99, annually; salary is dependent upon the skills and experience of the selected finalist.

  NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying.

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Schedule

8:00 A.M. to 5:00 P.M. PT, Monday through Friday and/or variable based upon operational needs.
Union/Policy Covered

TX-Systemwide Technical
Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&jobcode=TBD_2385

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