Cal Poly, San Luis Obispo
Customer Service Architect
Department: ITS - Customer & Tech Support (134900)
College/Division: Academic Affairs
Salary Range: $6,249 - $10,857 per month
***THIS POSITION IS OPEN UNTIL FILLED***
Cal Poly offers an exciting opportunity to be a part of our unique "learn by doing" campus community and make an impact on the more than 20,000 students it serves. Nestled in the foothills of California's Central Coast, Cal Poly provides employees with first-class benefits and a fun, creative environment where a healthy work-life balance is deeply valued.
Information Technology Services (ITS) makes it easier for students, faculty, and staff to learn, research, teach, and work by providing great service and innovative information technology solutions. Our team of more than 100 professionals works in a highly collaborative environment, using agile methods and lean principles to shape the technology landscape of Cal Poly. As part of our vibrant campus culture, members of ITS work with talented Cal Poly employees and students to take on impactful, cutting-edge projects and provide day-to-day support to our customers. ITS values professional development and provides individual and organization-wide education and training opportunities for our employees.
We are looking for a Customer Service Architect to work with an expanding professional staff to lead the design and development of a modern service desk. Reporting to the ITS Customer & Technology Support Manager, this position is responsible for helping to develop, deliver and support exceptional customer service and highly successful technology solutions to the university. The incumbent works with the Customer & Technology Support group, university IT peers, and campus constituents to develop and provide system analysis, modification, maintenance, design, installation, and administration functions and support campus technical staff and the user community in the use of these systems. This position also maintains and supports assigned systems to ensure availability, integrity and reliability.
The Customer Service Architect is a bridge between service and technology and is responsible for technical execution to meet broad service requirements for customer support services, including the core services of:
Customer experience management
Service Desk operations and processes
Customer communication and outreach, including knowledge base documentation
Classroom and computer lab support
Desktop engineering and management
Software licensing, application packaging and delivery
Computing refresh programs
Computer support and collaborative space support Service Level Agreements
Web and video conferencing support
The expert level works almost completely independently on the most complex problems and work assignments. Incumbents at this level possess an advanced and comprehensive knowledge of the technical specialty and a working knowledge of related specialties and are able to apply this extensive expertise as a generalist or specialist. Experts are proactive and understand problems from a broad, interactive perspective and are able to develop solutions that combine information and ideas in new, unprecedented ways. Incumbents at this level are capable of leading teams and implementation efforts for assigned projects using advanced communication and listening skills.
Minimum Qualifications (Staff Only):
EDUCATION AND EXPERIENCE: Bachelor's Degree and five years of relevant experience (additional qualifying experience may be substituted for up to two years of required education on a year-for-year basis)
Advanced knowledge of and expertise in customer and technology support.
Ability to interface and integrate campus systems within multiple operating environments and platforms.
Comprehensive knowledge of service desk technology tools.
Demonstrated experience providing technical leadership, analyzing needs, and ensuring quality delivery of products
Demonstrated ability to work with the most advanced campus and CSU users in understanding, analyzing and
diagnosing their needs and translating them into technical solutions.
Experience with tools to document and create technical diagrams and plans.
Ability to provide technical leadership for IT service desks and effective service delivery.
Ability to design systems to reinforce customer service across value streams.
Thorough knowledge of web conferencing/distance learning technologies.
Thorough working knowledge of and experience with network/client/server protocols.
Demonstrated ability to identify, recommend and develop system utility programs and procedures to enhance
operations, applications, and general system usage.
Demonstrated ability to plan upgrades to system configuration that improve utilization and reliability based on
analysis of application and production requirements.
Expert knowledge of common software application packages and tools for performance monitoring and issues
Demonstrated ability to research and evaluate new technologies and vendor solutions to meet user needs.
Demonstrated ability to work with technical and non-technical staff to identify user requirements and translate
them into technology-based solutions.
Advanced ability to use creative problem-solving skills and apply effective technical solutions.
Ability to apply campus information security policy and standards to develop specific security requirements. Ability
to apply security models and frameworks to ensure appropriate security is maintained.
Excellent verbal and written communication skills, including the ability to prepare and deliver formal and informal
documentation, presentations, and training to a variety of end users.
Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple
assignments with fluctuating and time-sensitive deadlines.
Ability to foster and maintain positive and professional working relationships; ability to effectively handle
interpersonal interactions at all levels and respond appropriately to conflicts and problems.
Ability to lead, supervise and train others.
Interest and ability to maintain and enhance technical currency.
General knowledge of requirements for accessibility compliance.
Degree in computer science or related fields.
Experience with and understanding of higher education environments.
Experience with service desk design.
Experience installing and using system monitoring and performance tools in a large-scale environment.
Experience deploying technology and working in virtual environments.
Experience with the Lean Management System.
***THIS POSITION IS OPEN UNTIL FILLED***
Ability to safely move equipment up to 50 pounds, with or without assistance.
This position classification has been defined as exempt and is not subject to the overtime provisions of the Fair Labor Standards Act (FLSA).
Must be able to adjust working hours to meet special jobs. Must be able to work occasional overtime or holidays on an as-needed basis.
May be called back periodically to perform work as needed on an emergency basis.
Must be able to rotate evening, weekend, and holiday "on-call" hours, and be reached in support of production processing.
Must be willing to travel and attend training programs or other meetings off-site.
The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
Retired CalPERS members selected for this vacancy must request and be approved for reinstatement from retirement prior to the start date. Employment of retired CalPERS members will typically be for 90 days or less and must be for work requiring specialized skills or for a bona fide emergency to prevent stoppage of business.
May be required to complete a Supplemental Employment Application Questionnaire, which contains questions pertaining to conviction history, and submit it when requested by Cal Poly. This disclosure is confidential and will not necessarily preclude applicants from employment.
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.
Please note: Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive. Sensitive positions are those requiring heightened scrutiny of individuals holding the position based on potential for harm to children, concerns for the safety and security of people, animals, or property, or heightened risk of financial loss to Cal Poly or individuals in the university community.
Review Begin Date:
Requisition Number: 104309
To Apply: All applicants must apply online at: https://www.calpolyjobs.org.
Cal Poly is a nationally ranked, four-year, comprehensive public university. Founded in 1901, the 6,000-acre campus is nestled in the foothills of San Luis Obispo, along California's scenic central coast and midway between Los Angeles and San Francisco. With a budget of $168.5 million, the university has a student enrollment exceeding 17,000 students and employs more than 2,000 faculty and staff members. Cal Poly is part of the 23-campus California State University system.
At California Polytechnic State University, San Luis Obispo, we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. Bringing people together from different backgrounds, experiences and value systems fosters the innovative and creative thinking that exemplifies Cal Poly's values of free inquiry, cultural and intellectual diversity, mutual respect, civic engagement, and social and environmental responsibility.
Cal Poly's commitment to diversity informs our efforts in recruitment, hiring and retention. California Polytechnic State University is an affirmative action/equal opportunity employer.
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