IS Technical Support Specialist II

Lexington, KY
Apr 18, 2017
Institution Type
Four-Year Institution

This position is responsible for the development and maintenance of a Service Now knowledge base system (internal and public facing) to be used as a primary source of information for students, faculty, staff and all individuals who contact the Information Technology Services department within the University of Kentucky. Additional responsibilities include working with ITS Service Now development team on standardizing input for all incidents, requests, and change tickets. Work with other ITS departments to provide a standardized format for use with their internal, individualized knowledge bases. Provide ongoing reports for each area of all incidents and requests that of each areas. Training for Service Now tickets from entry into the system to resolution.

Job Title
IS Technical Support Specialist II

Requisition Number

Working Title
Service Now Knowledge Management Specialist

Department Name
3L700:IT Customer Operations Group

Work Location

Grade Level

Salary Range

Type of Position

Position Time Status

Required Education


Click here for more information about equivalencies:

Required Related Experience

1 yr

Required License/ Registration/Certification


Physical Requirements

The physical requirements of this position include: occasionally lifting, pushing, and/or pulling objects up to 25lbs; occasionally standing or walking with objects up to 10lbs; regularly sitting at a computer workstation for extended periods of time with regular repetitive motions (such as typing); utilizing mouse, keyboard, and phone for portions of the day. Ability to travel to various locations on and off-campus for meetings.


Primarily days (i.e. Monday - Friday 8am-5pm).


MS Office Suite products; MS Windows, Office 365, MAC OS 10; Excellent communication and technical skills, technical writing, collaboration, customer service and time management, public speaking and presentation skills. Must have initiative and ability to function as part of a team or individually.

Does this position have supervisory responsibilities?

Preferred Education/Experience

Business, CIS, or Computer Science degree plus more than 1 year related experience preferred

Deadline to Apply

University Community of Inclusion

The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all backgrounds, identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.

As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Please list all of the call center ticketing systems you have used in the past.

    (Open Ended Question)

  2. * Have you previously created knowledge base articles for use by a variety of customers? If so, briefly list examples.

    (Open Ended Question)

  3. * Please describe an example of your experience working within a team, what your role was and your overall impression of team-/collaborative work.

    (Open Ended Question)

  4. * Please choose the answer that best describes your years of paid, full-time work experience in customer service and/or call center support.
    • none
    • more than 0, up through 1 year
    • more than 1 year, up through 3 years
    • more than 3 years, up through 5 years
    • more than 5 years
  5. * Do you have experience developing training materials and conducting in-person training?
    • None
    • More than 0, up through 2 years
    • More than 2 years, up through 5 years
    • More than 5 years, up through 10 years
    • More than 10 years
  6. * Please choose the answer that best describes your years of paid, full-time employment experience in information technology education, training, or related.
    • none
    • more than 0, up through 1 year
    • more than 1 year, up through 3 years
    • more than 3 years, up through 5 years
    • more than 5 years
  7. * Where did you first see this position advertised other than on UK's online employment system?
    • (Diverse Issues in Higher Education)
    • A Colleague, Friend and/or Family Member
    • None of the Above

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents


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