Job Listings

Posting Number: req20667

Department: Support Services

Location: Main Campus

Address: 1077 N. Highland Ave, Room 214, Tucson, AZ 85719 USA

Position Highlights

We invite you to join the Service Continuity team (over-night shift) with University IT Services (UITS). Enjoy the benefits of a close-knit team and the satisfaction that only comes from being able to provide value to all University Faculty, Staff, Students, and affiliates. In an environment that operates around the clock, the Service Continuity team is available to customers 24/7/365. Service Continuity Analysts are integral for monitoring critical University systems and applications, reporting outages, basic networking requests, batch-job management, and Service Desk support. On the over-night shift specifically, there is an intense focus on ensuring that batch-jobs are completed successfully and on time and that Service Desk customers are supported via phones and online chats. This position is not eligible for remote work. Shifts will be assigned with working hours between 5pm and 10am.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties & Responsibilities

• Utilize Enterprise Monitoring Platforms to
  proactively monitor campus services, networks, systems hardware, batch
  processing schedules, and UITS tickets.

• Leveraging
  the Control-M application, ensure batch-jobs run successfully and on time. For
  any batch-job failures or delays, intervene accordingly by resolving the issue
  yourself or by reaching out to the proper team.

• Receives
  incoming Service Desk calls, online chats, and portal requests for customers
  having issues with their personal devices and enterprise IT Services and
  applications.

• Manage the communication of outages to campus
  partners (Act as a liaison between the support center and technical teams
  during customer impacting outages).

• Handle
  other inbound requests such as DNS/DHCP updates and changes, updating on-call
  resources information, decommission servers, etc.

Knowledge, Skills, Abilities

• Strong customer service skills.
• Outstanding skill in written and verbal communication.
• Proven organizational and time management skills.
• Ability to work independently within the context of a team environment.
• Ability and willingness to be the sole person responsible for fulfilling a particular task or activity, during part of or for the entirety of a shift.
• Strong troubleshooting skills.
• General knowledge of IT principles, theories, and concepts.
• Ability to juggle and prioritize multiple tasks and shift priorities quickly.
• Ability to effectively communicate and share knowledge with contacts at multiple levels.
• Ability to appropriately implement policies and procedures for support products.
• Excellent decision-making, critical thinking, and problem-solving skills.
• Detail-oriented.

Minimum Qualifications

• Bachelor's degree or equivalent advanced learning attained through experience AND 1 year of relevant work experience.

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Information Technology

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $53,039 - $66,299

Compensation Type: salary at 1.0 full-time equivalency (FTE)

Grade

7

Compensation Guidance

The Rate of Pay Field represents the University of Arizona's good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

The Grade Range Minimum, Midpoint, and Maximum Fields listed below represent a full range of career compensation growth over time in this position and grade. Each unit typically sets starting pay between minimum and midpoint upon hire. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

Grade Range Minimum

$53039

Grade Range Midpoint

$66299

Grade Range Maximum

$79558

Career Stream and Level

PC1

Job Family

Computer Operations

Job Function

Information Technology

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Number of Vacancies: 2

Contact Information for Candidates

uits-jobs@arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

Diversity Statement

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As a Hispanic-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

Notice of Availability of the Annual Security and Fire Safety Report

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) for each of the University's campuses. These reports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures.
Paper copies of the Reports can be obtained by contacting the University Compliance Office at cleryact@arizona.edu.