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Operations Center Analyst (IT)

Arizona State University
Tempe, Arizona
April 7, 2022
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Organization Type University  
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Job Description

ASU is the largest state university and has for the last 6 years in a row been recognized by US News and World Report as the most innovative university. The University Technology Office (UTO) is looking for dynamic individuals to join our Operations Center Service Team. This position is critical to the success of Arizona State University. It works in a fast paced 24×7 operations center environment working as a part of a team to monitor the operation of critical systems and services located in the ASU private and public cloud. Beyond ASU’s digital assets, the Operations Center Service Team also monitors alerts, events, and incidents across ASU IT operations. In the event of a major incident, this position acts as a major incident commander which serves as the coordinating entity between technical teams, communications teams and leadership. This position requires active participation in the ASU change management process, reviewing changes for conflict, monitoring change windows, ensuring proper post change reports are complete and reporting any incidents caused by changes. Collaboration with ASU’s Network Operations Center, Security Operation Center and Experience Center is also critical in maintaining operational excellence and ensuring customer delight. logy topics; and providing instruction.

The University Technology Office (UTO) helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University and is at the forefront of developing IT platforms and tools that add value to the student experience. As with everyone in the UTO family, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our UTO Positive Core.

Working Environment

  • Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse
  • Required to stand for varying lengths of time and walk moderate distances to perform work
  • Frequent bending, reaching, lifting, pushing and pulling up to 25 pounds
  • Regular activities require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts
  • Communicate clearly to perform essential functions

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Minimum Qualifications

Bachelor’s degree in Information Technology or closely related AND four (4) years providing desktop diagnostic and trouble-shooting support; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Department Statement

The University Technology Office (UTO) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.
Join the team that sparks human-centered innovation

UTO is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and
executes to meet the needs of our community of learners, faculty, researchers and staff. Our
work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter — measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a few times per week with freedom to decide how, when and where.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The UTO fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.

Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with UTO means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! UTO encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Desired Qualifications

  • Minimum of 4 years working within a IT support environment
  • Experience working within a desktop/endpoint support role
  • Knowledge of ITIL with Foundations Certificate preferred
  • Knowledge of change management practices
  • Experience working within a NOC and/or SOC environment
  • Experience with ServiceNow or other enterprise class ITSM solutions
  • IT hardware repair experience
  • Experience with LogicMonitor, DataDog, or other monitoring and alerting systems
  • Experience managing communications around major incidents and server interruptions
  • Experience with post incident review and reporting practices
  • Understanding of basic networking protocols and practices
  • Evidence of a background in release management
  • Ability to model empathy, compassion and emotional intelligence
  • Experience working in a values-led organization, emphasizing diversity, equity, inclusion and belonging
  • Ability to help foster a safe psychological space for all teammates where everyone can thrive
  • Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
  • Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation’s fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal 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, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Essential Duties

Foremost, a Systems Support Analyst of the Operation Center acts as the overall situational awareness team for all ASU critical systems and are responsible for the coordination of incident resolution and system and service performance monitoring. Acting as an Incident Commander during major events is critical and will require to be a part of an on-call rotation in the event an Incident Commander needs to be activated.

Act as a contact and communication point for all Priority 0 and 1 incidents that affect UTO supported services as well as enterprise wide impacting events. Monitor system, application, database, network and infrastructure alerts for private and public cloud services and alert and assist support terms for any degradation or outages. Systems Support Analysts provide live support to clients and coworkers, and are expected to troubleshoot problems as they occur. Assisting in monitoring of batch processes along with working with teams to resolve any errors is critical. Maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.

Automate processes to improve operational effectiveness within the Operations Center Service Team. This includes but is not limited to automating routine check tasks, alerts management, and other processes and/or actions that improve operational effectiveness and service continuity.

Oversee service desk functions such as acting as a communications center where customers (e.g. employees or other stakeholders) can find help and updates. Oversee incident resolution, service request fulfillment, change management services to deliver a high-quality experience to customers in a timely manner.

Provide automated and ad-hoc generated service reports covering critical areas to customers, stakeholders and IT leadership on a frequent and regular basis.

Work with a core of student employees to help elevate and train them in operations center processes and procedures. As a mentor for these students to help prepare them for a career in their field after graduation.

Successful data center technicians are independent, motivated and efficient workers.

Communication skills; being able to explain complicated technical processes to non-technical staff is a requirement for success. Technical writing skills; develop standard operating procedures and manuals for the areas they are in charge of as well as documenting incident resolution and other communications to memorialize events for review and audit purposes.

Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms — collaborating across our teams as well as participating in UTO/ASU events and programs. Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. Advances our UTO Affirmative Pledge.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.