"Service Integration Lead - 71184"

Job ID71184

Location

Remote

Full/Part TimeFull Time

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JOB POSTING

This position is eligible for fully remote work for individuals with current U.S. work authorization. 

HOW TO APPLY

For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our Talent Acquisition website. 

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INITIAL REVIEW DATE (IRD)

Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. Materials submitted after the IRD will ONLY be forwarded at the request of the hiring unit. To ensure your application is routed for consideration, submit your materials before 11:59 p.m. on the IRD.  Talent Acquisition cannot accept application materials outside of the jobs portal, and is unable to update submitted applications on an applicant's behalf, or forward communications to the hiring units. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 08-06-2024

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

Information Technology Services (ITS) is the campus's centralized resource to support and amplify research, instruction, learning, and digital experiences at UC Santa Cruz. We are a group of over 200 diverse, enthusiastic people who produce extraordinary results. Our guiding principles are integrity, client focus, teamwork, knowledge, and fulfillment. We are looking for people who are deeply curious, hard-working, resourceful, kind, and committed to inclusion.

ITS strives to continually improve service quality, experience, and value for our students, faculty and staff. We are deeply committed to nurturing and strengthening an organization that values equity, work-life balance, and supportive culture. Prioritizing career paths is important to us and we devote resources to skill and professional development for our staff.

We hope you are inspired by what we do and are excited to contribute to our mission. We are looking for candidates who do great work from different backgrounds and practices, and who will support our aspirations to shape an increasingly diverse, equitable, and inclusive organization. We encourage you to apply even if you do not believe you meet every qualification for the position but possess transferable skills and experiences.

University of California offers competitive benefits including Medical, Dental & Vision Care Insurance Plans, University of California (UC) retirement, Paid Family Leave, and Paid Holidays plus accrued vacation and sick leave. Visit the UC benefits page for more information at UC Compensation and Benefits. 

Information Technology positions are responsible for the security of UC Institutional Information and IT Resources. The incumbent is required to follow all applicable information security policies, procedures, and standards to maintain minimum standards of information security for data, systems and applications. Supervisors are responsible for making sure their staff have appropriate security skills and qualifications, and complete all appropriate and required security training.

JOB SUMMARY

The Service Integration Lead is an experienced professional working with the help desk in the ITS Support Center, playing a pivotal role in ensuring our commitment to providing both technology services and holistic service-centered support that meets the needs of our students, faculty, and staff. Working with the IT Service Management (ITSM) Lead and Support Center Manager, this position creates and maintains processes and relationships between ITS service managers and the help desk to ensure we work together for our customers. The Service Integration Lead regularly liaises with ITS service teams to maintain continuity and integration of the help desk as part of service delivery. The Service Integration Lead contributes to the effectiveness of the help desk by assuring the quality of service interactions, contributing to knowledge management efforts, and implementing best practices for IT service delivery and support.

APPOINTMENT INFORMATION

Budgeted Salary: $80,320 - $89,350/year.  Salary commensurate with skills, qualifications and experience.

Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Career appointment 

Job End Date: None

Work Location: Remote

Union Representation: Non-Represented

Job Code Classification: 007584 (BUS SYS ANL 3)

Travel: Never or Rarely

JOB DUTIES

40% - Services Liaison

• Lead efforts to regularly engage with each service manager across ITS services to ensure the help desk is an integrated part of service delivery for all services.
• Partner with service managers of each ITS service to plan and implement support needs of future service changes and maintain continuity and consistency of the support experience across ITS services.

20% - Quality Assurance

• Review and evaluate support interactions across services and channels (phone, email, chat, tickets, etc.) to assess the accuracy, completeness, and professionalism of responses provided by support staff.
• Identify trends, recurring issues, and opportunities for improving customer service.
• Recommend process, tool, and systems improvements to improve the customer experience. Work with appropriate stakeholders to drive these changes forward.
• Engage with service teams across ITS to facilitate the resolution of incidents or problems that cross multiple service boundaries or where it is unclear which service an issue belongs to.
• Act as an escalation point for highly complex customer service complaints.

15% - Knowledge Management Support

• Work with service teams and the ITSM Lead to ensure the ongoing creation and maintenance of high-quality knowledge articles and other documentation that facilitate customer self-service and first contact resolution by the help desk for all ITS services.
• Ensure that knowledge resources are up-to-date, accurate, and accessible to ITS staff.
• Track and report on the progress of knowledge management maturation and utilization.

15% - Continuous Improvement

• Work with partners to drive process improvements, efficiency enhancements, and knowledge management best practices in the Help Desk and across ITS.
• Suggest and facilitate changes in workflows or procedures to improve service quality, knowledge sharing, and technical support capabilities.
• Work with service teams across ITS to identify and eliminate barriers to first contact resolution by the help desk staff in areas such as knowledge, access, training, policy, etc.
• Analyze data and provide reporting and metrics on service quality and customer experience indicators. Make recommendations and develop action plans to enhance service quality.

10% - Technical Support

• Provide technical support for incidents or problems that cross multiple service boundaries or where it is unclear which service an issue belongs to.
• Assist in troubleshooting and resolving escalated technical support cases when necessary.
• Assist in troubleshooting of incidents as well as major incidents, outages, and other ITSM processes requiring technical subject matter expertise relevant to the service.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and/or equivalent experience and/or training.
• Thorough knowledge of business and process analysis functions for enterprise IT service delivery. Knowledge of the design, development, and application of technology and systems to meet business needs.
• Knowledge of best practices for managing IT services. Understanding of IT Infrastructure Library (ITIL).
• Knowledge of information security best practices and policies.
• Demonstrated understanding of customer service principles and practices.
• Demonstrated understanding of quality assurance methodologies and best practices for service delivery.
• Demonstrated understanding of the user impact of system management actions and dependent / related functions.
• In-depth understanding and skill in process, technical and systems requirement documentation.
• Understanding of system performance monitoring and actions that can be taken to improve or correct performance.
• Demonstrated effective communication, collaboration and interpersonal skills. Ability to facilitate discussions among stakeholders.
• Demonstrated ability to resolve highly complex problems across multiple service areas
• Self-motivated with the ability to work independently and as part of a team. Able to learn effectively and meet deadlines.
• Proficiency in data analysis tools and techniques.

PREFERRED QUALIFICATIONS

• Proficiency in data visualization tools.
• ITIL Foundation Certification.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to work long periods of time at a computer with or without accommodation.
• This is a fully remote position, and the selected candidate must be able to work successfully from a home/remote office and be able to fulfill the requirements of the UCSC telecommuting agreement.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

EEO/AA

The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination