Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of WashU IT - Systems Operations Center. This position is for the Danforth Campus.
Responsible for the analytics and administration of enterprise network and computer systems infrastructure. This includes capacity assessments, forecasting, trending statistics for the shared services supported infrastructure. Requires Information Technology Infrastructure Library (ITIL) expertise. Using this framework oversee change management, incident and problem metrics with the Shared Infrastructure engineering divisions adherence to developed standards. Serve as liaison between the Systems Operations Center and the engineering divisions.
PRIMARY DUTIES AND RESPONSIBILITIES:
Infrastructure Service Lifecycle Analysis and Management
Ensure solutions are in compliance with network and systems by performing regular audit requirements.
Enhance user and systems documentation and/or training programs.
Perform process-mapping and analysis and identify improvements.
Analyze hardware and process workload, including traffic and utilization trends to provide engineering group infrastructure recommendations.
Provides support to team members during service transition into operations.
Interfaces with users, consultants, technical teams, and vendors for new and changing technology to improve operational effectiveness.
Ensure data integrity of Configuration Management Database (CMDB).
Analyze patches for interoperability prior to deployment.
Review and document moves, adds or changes and maintain processes.
Perform design recommendations and audits to appropriate teams and update CMDB environment.
Identify, label and report on installed infrastructure and operational processes.
Work with Data Center team to create and maintain network and data center drawings and store in designated repository with revision information.
Maintain, monitor and problem resolution
Remotely Monitor enterprise networks and data centers.
Access networks and systems locally and remotely to identify and resolve issues and make/suggest improvements.
Maintain and update monitoring infrastructure and automation tools.
Respond to infrastructure alarms, taking appropriate action to classify, prioritize and resolve complex network and system issues.
Effectively communicate incident status and technical issues to stakeholders.
SOC Helpdesk and trouble tracking
Work closely with other departments/organizations. Collaborating with other IT staff for requirements gathering and cross-functional tasks and issues.
Respond to customer service requests in a helpful, professional manner.
Respond to phone, email and ticket requests for services or troubles.
Utilize trouble ticket system by documenting problems, progress, and resolution.
Communicate project/issue status with customers and stakeholders.
Make approved network changes through proper change management procedures.
Perform other duties as assigned
Bachelor’s degree in relevant field plus 2 years of related experience or equivalent combination of education and experience.
CCNA/VCP/MCSA or equivalent.
Strong knowledge of ITIL and key ITSM concepts.
Excellent written and verbal communication skills.
Strong customer service skills.
Knowledge of documentation standards.
Ability to translate between technical concepts and business requirements.
Ability to perform root-cause analysis, tracking known-errors and driving change.
Advanced knowledge and experience configuring and troubleshooting Cisco IOS.
Advanced knowledge and experience installing and maintaining VMware infrastructure.
Advanced knowledge of Linux and Mac OSX operating systems.
Advanced Knowledge of currently supported Windows Server OS.
Knowledge of SAN and backup technologies.
Ability to analyze deeply complex technical problems and projects independently.
Ability to handle and prioritize multiple tasks in a fast paced environment.
Customer Service Skills and Expertise:
Must possess an aptitude for patience, professionalism, tactfulness, and empathy
Must have the ability to assess the specific needs of the customer and be able to communicate these appropriately
Must possess the ability to clearly communicate with clients and team members through written and spoken word
CCNP/VCAP/MCSE or equivalent
ITIL Foundations Certified
4+ years networking and system experience
The hiring range for this position is $54,288 - $70,553 annually.
Offers made for this position are contingent upon the successful completion of all required pre-employment screens, including a criminal background check, hair sample drug screen, and verification of required professional licenses, registrations, or certifications.
-Retirement Savings Plan -22 vacation days -8 Paid Holidays -Sick Time -Tuition benefits for employee, spouse and dependent children -Free Metro Link/ Bus pass -Free Life Insurance -Health, Dental, Vision -Health Savings Accounts (HSA) -Long Term Disability Insurance -Flex Spending Plan -Other Benefits
Human Resources website (hr.wustl.edu)
Applicant Special Instructions:
Ability to lift 40 pounds of equipment
On call rotation
Travel to university data centers and wiring closets both on and off campus
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplin...ary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.