Specialized Support Technician/ServiceNow Implementer (Network Ops & Control Tech)
Company: Indiana University
Posted on: September 13, 2023
UITS GLOBALNOC CLIENT SERVICES (UA-NNOC-IUINA)
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
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
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
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.
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
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
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
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.
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
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
Provides secondary front line support for network service desk
Ensures that resources continue to meet evolving customer needs and
customer support is operating as efficiently as possible.
High school diploma or equivalent (such as HSED or GED)
4 years in related technical area
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
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.
For full-time staff employees, Indiana University offers a wide
array of benefits including:
Multiple plan options for medical 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
Career Level: Mastery
Job Function: Information Technology
Job Family: Network Admin, Analysis, & Eng
Click here to learn more about Indiana University's Job
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
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 firstname.lastname@example.org or by visiting
Keywords: Indiana University, Bloomington , Specialized Support Technician/ServiceNow Implementer (Network Ops & Control Tech), Professions , Bloomington, Indiana
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