Specialized Support Technician/ServiceNow Implementer (Network Ops & Control Tech)

Company: Indiana University
Location: Bloomington
Posted on: September 13, 2023

Job Description:

Department

UITS GLOBALNOC CLIENT SERVICES (UA-NNOC-IUINA)

Department Information

Established in 1998 at Indiana University, the GlobalNOC's mission is to advance the future of research, education, and the public interest through the support and evolution of networks. With our staff of 120+, we provide comprehensive contracted network management services to over 20 large-scale networks. As part of Indiana University, we operate as a non-profit; we focus on developing great technical staff, and providing excellent service to our clients.

Why work here?

Make a difference.

Our networks are all higher education, research, and public service oriented, and we're enthusiastic about the missions of our clients. Each of us is curious and motivated to master the skills that will help our clients, our community, our world, and ourselves.

Grow your skills and career.

With the 20+ networks we operate and manage, and the size and diversity of our client networks, you won't be pigeon-holed doing just one thing. Taking time to investigate, read, or study new things isn't just ok, it's required and supported.

Enjoy the life-friendly moderate cost of living of the Midwest, or work remotely.

In Indiana, we have two locations. Do you like the intellectually stimulating environment of university town? Bloomington might be for you. Prefer to enjoy life in the big city? We have a location in downtown Indianapolis. We also support fully remote engineers under the right circumstances, and mixes of in-office and WFH. Applicants located in Alaska would be especially welcomed (fully remote).

Our people and attitude.

GlobalNOC is non-profit, and is committed to a culture of positive work/life balance, diversity, and open information sharing. We value an exploring mindset and seek ways to learn more and deepen our expertise, sharing with our clients and each other. We have frequent internal seminars, as well as funds to attend training, conferences, and certifications. And yes, people here really are super-friendly.

Time off benefits and opportunity to use them:

You'll earn 30 days of paid time off per year to start, with an increase after 5 years. That's on top of an additional 9 paid holidays each year.

The peace of mind of comprehensive benefits.

Medical, dental, life, disability, and vision insurance for you and your family. For more information, click here. An automatic contribution of 10% of your base salary towards retirement every year - no matching required. Paid parental leave available after one year of service. Tuition benefit for you and your family members at world-class Indiana University.

Job Summary

Department-Specific Responsibilities
Partners with Service Desk Supervisor and Systems Engineering Liaison as the main point of contact within the Service Desk for systems related process, procedure, and feature releases.
Serves as the software super user representative from the Service Desk, implementing a framework for reporting and data clean up for use by Service Desk staff. Performs direct administration of ServiceNow ticketing and tools, along with GlobalNOC Database, and WebGUI documentation environment.
Serves as the main point of contact within the Service Desk for the implementation of new ServiceNow features. Coordinates with the ServiceNow Development team to ensure features are identified and properly reviewed before implementation in the Service Desk.
Documents testing plans for new ServiceNow features. Coordinates the testing of the features with guidance from the Service Desk leadership team. Provides feedback to the ServiceNow development team based on Service Desk feedback during testing.
Documents new ServiceNow features, highlighting the impact and benefits for Service Desk staff. Communicates new features with Service Desk staff following guidance from the Service Desk leadership team.
Defines repeatable implementation plans for new ServiceNow features. Works with the Service Desk leadership team and subject matter experts to implement new features for all supported clients.
Defines and implements a feature request management process for internal use within the Service Desk. Collects feedback, feature requests, and other input from the service desk, categorizes the requests, and works with Service Desk leadership to prioritize the feature requests.
Champions ServiceNow features and their adoption within the Service Desk. Helps drive staff education for existing features and provide guidance on how to implement those features on a personal, shift, or team-wide basis.
General Responsibilities
Serves as the primary liaison between service desk and key stakeholders by supporting customers, vendors, and internal/external engineering groups.
Assists leadership in creating, documenting and maintaining network specific policies; supports processes and procedures that allow staff to systematically meet customer
requirements/expectations.
Trains junior staff to execute processes/procedures and make informed network specific decisions absent defined procedures.
Works with leadership to determine appropriate set of metrics to measure service desk performance against customer requirements/expectations; reports and shares metrics with appropriate stakeholders.
Provides secondary front line support for network service desk operations.
Ensures that resources continue to meet evolving customer needs and customer support is operating as efficiently as possible.

Qualifications

EDUCATION

Required
High school diploma or equivalent (such as HSED or GED)
WORK EXPERIENCE

Required
4 years in related technical area
SKILLS

Required
Proficient written and verbal communication skills
Maintains a high degree of professionalism
Demonstrated time management and priority setting skills
Demonstrates a high commitment to quality
Possesses flexibility to work in a fast paced, dynamic environment
Highly thorough and dependable
Possesses a high degree of initiative
Ability to build strong customer relationships

Working Conditions / Demands

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

Indianapolis, Indiana

Bloomington, Indiana

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:
Multiple plan options for medical insurance
Dental insurance
Health Savings Account with generous IU contribution
Life insurance, LTD, and AD&D options
Base retirement plan contribution from IU, subject to vesting
Additional supplemental retirement plan options
Tuition benefit for IU classes
10 paid holidays per year
Generous Paid Time Off
Paid Parental Leave
Employee Assistance Program (EAP)
Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level: Mastery

FLSA: Nonexempt

Job Function: Information Technology

Job Family: Network Admin, Analysis, & Eng
Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

Contact Us

Request Support
Telephone: 812-856-1234

Keywords: Indiana University, Bloomington , Specialized Support Technician/ServiceNow Implementer (Network Ops & Control Tech), Professions , Bloomington, Indiana