Job Function:

Minimum Education:

Preferred Education:

Minimum Experience:

Preferred Experience:

Duties and Responsibilities:

• Monitor, analyze and troubleshoot ServiceNow requests and trouble tickets, console messages and wall monitors using standard protocols for local and hosted systems, including ERP Systems via multiple consoles (ServiceNow, Nexpose, SolarWinds, nform, UC4, IT System Status Page, Site 24 X 7, LobbyGuard).
• Respond to and take corrective action in response to system messages and failures by determining technical priorities based on set standards and documented procedures. Use vendor manuals and other documentation to report and/or resolve problems. Contact and communicate job and/or systems status with Enterprise Information System Services (EISS) and other support personnel.
• Perform monthly/quarterly security reviews of physical access to critical IT spaces, specifically Robert Bell (RB) Data Center & Burkart Building (BB). Coordinate with Key Control in generating access log reports for each site and reviewing them against the RB and BB Kiosks, and/or log sheets for discrepancies. Provide summary report to management for review and subsequent action.
• Gather information that impacts the OCC and coordinate the resolution of technical issues with support teams such as the System team and/or the UTS Help Desk and escalate issues per pre-established guidelines. Manage and complete problem reports and support tickets via ServiceNow system.
• Hire, train, and supervise OCC student workers; includes coordinating enhanced security access, scheduling, planning, recommending, and implementing policies and procedures. Maintain up-to-date Student Manuals on OneDrive while assuring they provide 24/7 coverage and excellent customer service.
• Analyze, respond to and initiate technical troubleshooting and resolution for hardware device malfunctions and system alarms within the data centers so corrective action can be determined. Contact and effectively communicate with departments/vendors via phone and email to resolve hardware issues.
  
  
• Work with the Director of Enterprise Operations to develop, create and administer technical policies and procedures and solution documentation for the OCC; consult with OCC members concerning problem areas and finding solutions. Provide utilization reporting from the Finesse system. Fill-in as needed in the absence of the Operations Control Center Manager.
  
  
• Manage and maintain SolarWinds monitored devices and the IT System Status Page website providing real-time system availability for critical IT Systems. Assist in the review of documented customer issues to allow for ERP Support to create solutions and future enhancements.
• Work with staff, faculty, and departments to promote better communications and customer service via the BSU Information Representative and OCC students. Collect, analyze, and report data to document project outcomes; generate and present reports using standard formats and graphical summaries; provide training and technical assistance as needed to implement project activities.
• Backup Ball State Information Representative who provide telephone assistance and general information to university offices, faculty, staff, students, and local, regional, national and international callers as needed.
• Maintain the operational environment and procure needed supplies for the OCC and Info Representatives.
• Serve as essential personnel; perform other related duties as assigned.
  
  
• Maintain regular and predictable attendance.