IT Services Coordinator 60296
Job ID: 41728
Full/Part Time: Full-Time
Apply On Or Before: 07/25/2017
Information Technology Services
This position is a member of the Information Technology Services (ITS) Service Management team. Service Management provides structured support to both ITS' customers and internal units through several service delivery methods, such as the ITS Service Catalog and the FSU Service Center case management system. The incumbent will be required to perform multiple simultaneous work assignments fulfilling requests and coordinating deployment projects.
Develops detailed customer service project plans; manages, tracks, and documents the process through collaboration, and databases. Coordinates meetings and acts as a liaison between user groups and technical staff to foster effective communication regarding technology change management and process-related initiatives.
Leads and coordinates efforts to promote effective dissemination of information to the University community through appropriate channels, following defined standards through media such as RSS Newsfeeds, customer and client meetings, training aids, events, web content and print media. Coordinates changes based on customer feedback and provides follow up to improve services.
Assists with maintenance and oversight of the FSU case management system including daily account management. Contributes to the knowledge base, FAQs and content management. Designs, maintains and generates case management system reports.
Assists in special projects and other duties as required.
High school diploma or equivalency and four years’ experience or a combination of post high school education and experience equal to four years.
Ability to demonstrate effective customer service skills.
Ability to communicate effectively verbally and in writing.
Ability to convey technical information to technical and non- technical users.
Ability to develop and implement policies, procedures, goals, and objectives.
Ability to evaluate process effectiveness and develop changes or alternatives.
Ability to prioritize, organize and perform multiple work assignments simultaneously.
Ability to utilize problem solving, critical thinking and technical skills.
Experience creating and editing web pages using HTML and CSS with a Content Management System (CMS)
Experience with project management
Knowledge of ITIL standards and best practices
Knowledge of common IT concepts and principals
This is an USPS (University Support Personnel System) position.
If not otherwise specified, schedule is M-F, 8-5.
Criminal Background Check
This position requires successful completion of a criminal history background check.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
Certain service members and veterans, and the spouses and family members of the service members and veterans, will receive preference and priority in employment and are encouraged to apply for the positions being filled. For information on who may be eligible for Veterans' Preference, go to http://hr.fsu.edu/?page=ers/application/application_veterans_preference, or call FSU Human Resources at (850) 644-6034.
IMPORTANT: In order to claim Veterans' Preference, applicants must upload a DD-214 (and other documentation, as applicable) with their online application prior to the closing date of the job opening.
Tobacco Free Campus
Effective January 1, 2014, tobacco use, including simulated tobacco use, is prohibited on property, interior and exterior, owned or managed by Florida State University. This policy applies to all Florida State University students, employees, consultants, contractors, visitors, and external individuals.
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.
FSU's Equal Opportunity Statement can be viewed at: http://www.hr.fsu.edu/PDF/Publications/diversity/EEO_Statement.pdf
This position is being re-advertised. Previous applicants need not reapply.