University of Washington ENTERPRISE SERVICE CENTER REPRESENTATIVE in Seattle, Washington
Req #: 191319
Department: UW INFORMATION TECHNOLOGY
Appointing Department Web Address: http://www.washington.edu/uwit/employment/
Posting Date: 06/09/2021
Closing Info: Open Until Filled
Salary: Salary is commensurate with experience and education.
Shift: First Shift
Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academi-staff-20210208.pdf)
If you would like to find out more about what it is like to work for UW-IT, as well as to get a feel for our culture and our people, visit us at our employment website.
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. UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service. UW-IT Customer Service & Support (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. UW-IT has an outstanding full time opportunity for an Enterprise Service Center Representative. The Enterprise Service Center Representative of Customer Service and Support (CSS) is responsible for providing customer support for the enterprise technology services within the context of the UW-IT Service Center. CSS provides support of technical services in support of the University’s mission. This position provides customer support through incident management, request fulfillment and provisioning of IT services within the context of the UW Information Technology Service Center. The Enterprise Service Center Representative partners with UW-IT service teams in the development, design and delivery of those services. The Enterprise Service Desk Representative partners with UW-IT service teams in the development, design and delivery of those services. 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. REQUIREMENTS:
Bachelor’s degree in computer science, information technologies or related degree program or experience.
Minimum of two years' experience working at a service desk providing both request fulfillment and incident management process support.
Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.
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. DESIRED:
Conversational in a second language.
ITIL Foundations certification and familiarity with ITIL concepts such as service desk function, request fulfillment, and incident processes.
Experience with Unix tools, spreadsheet and wiki applications (such as SharePoint and ITSM Tools such as Service Now).
Experience working with mainframe systems, record management, identity management, and data networking.
Familiarity with computing operating systems such as Linx, MS Windows, Android and IOS.
Work experience in higher education. CONDITIONS OF EMPLOYMENT: Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are within Monday through Friday, 8 a.m.-5 p.m., the Enterprise Service Center Representative will, on occasion, need to adjust hours to accommodate the business needs and deadlines. Must participate in a rotating on-call service and respond to major service and network problems and outages. 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.
University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.
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