Senior IT Support Analyst, Bespoke Operations

BUS TCHL SUPP ANL 3 TX (007358)

UCPath Position ID: TBD_2385

Position Description History/Status

Approved Date:

10/21/2024 7:36:31 PM

Date Last Edited:

10/21/2024 7:36:29 PM

Last Action Effective Date:

10/21/2024

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

455400 - IT SERVICES

Position Details

UCPath Position Number:

TBD_2385

Position Description ID

231729

UC Payroll Title:

BUS TCHL SUPP ANL 3 TX (007358)

Business Title:

Senior IT Support Analyst, Bespoke Operations

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

TX: Technical

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

000000

Reports to Payroll Title:

Business Technical Support Supervisor 2

UCPath Department Head Position Number:

40068309

Department Head Payroll Title:

INFO SYS MGR 4

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

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.

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. 

IT Customer Service

1.Drives the investigation, troubleshooting, and resolution of a range of escalated business process- and technology-related incidents by gathering detailed feedback, conducting an initial assessment, and providing summary reports to application and infrastructure teams.

2.Minimizes repeat problems by reporting patterns. Collaborates to develop the definition of the service delivery team's strategy. Improves customer service operations for the ITS organization by acting as an internal service desk escalation and customer service expert for several services.

3.Minimizes repeat problems by maintaining a robust knowledge article library. Documents metrics/outcomes, supports planning, and anticipates future business needs.

4.Follows customer response and ticketing standards and ensures all incidents and requests are documented per university standard operating procedures.

30%

IT Customer Service

1.Shares timely information freely and openly with co-workers. Designs, writes, and edits technical customer documentation. 

2.Tests hardware, software and configurations and analyzes / summarizes reports of results, drawing conclusions and making recommendations. Supports enterprise / organizational-wide systems and analyzes system dependencies to resolve computing problems.

3.Builds and maintains strong relationships with customers across campus by consistently delivering timely and flexible front-line troubleshooting and support by phone and email. Provides a consistent, best-in-class customer experience.

30%

Problem Solving

1.Applies advanced problem-solving and decision-making techniques to effectively identify and resolve escalated customer issues. Recommends procedures for future problem prevention.

2.Works closely with other ITS teams to problem solve, gather knowledge, and write articles to help support analysts solve cases.

10%

Continuous Improvement

1.Leads continuous improvement efforts by supporting the deployment of new technologies. Identifies opportunities to improve service delivery processes and procedures.

2.Is able and willing to work outside regular working hours as needed.

10%

Project Planning & Management

1.Supports day-to-day customer service activities, meetings, and tasks.

2.Prioritizes activities according to the needs of the organization and service stability while generating organizational value.

3.Compiles data to analyze process performance and defines a pathway to process success.

10%

Communications & Training

1.Communicates positively and effectively with customers. Listens attentively, empathizes, and asks appropriate questions to identify needs and resolve issues.

2.Uses grammatically correct business writing and verbal communication skills to convey ideas.

3.Continually develops skills, knowledge, and abilities of self and others in IT customer service.

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

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

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

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

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

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

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.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Wilshire Center

Standing/Walking

X

Sitting

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.