Job Summary Requisition Number: 29481 Job Title: PROGRAMMER/ANALYST II Working Title: Client Support Analyst Salary: $24.81 - $48.70 hourly Job Type: Career Department Name: 3200-COMMUNICATIONS TECHNOLOGY SERVICES Department Website URL: www.it.ucla.edu Job Summary Statement: As a member of the IT Services' Client Support Team, the Client Support Analyst has responsibility for the delivery of a wide range of basic to moderately complex information technology support services which span the full product and service offerings. Typical duties include providing first level support over the phone for incidents, issues, and order requests related to desktop computing email, systems access, logon support, telephony services, custom reporting, supported applications and general inquiries related to IT products and/or services. The Analyst will conduct initial assessment of incoming service requests using a consultative approach to resolve, escalate or begin fulfillment process with appropriate provider(s) while effectively documenting issues and requests using Service Management applications for tracking, workflow and follow up. Additional activities will include coordination and facilitation of service requests to ensure timely and accurate fulfillment while keeping customer aware of request, incident or outage status; applies knowledge of service level agreements to prioritize work orders and assignments. Incumbents may assist work activity for less experienced Client Support Staff; provide assistance in training new staff members and ensure effective and efficient response and appropriate follow up internally and with customers; updating training materials and Client Support documentation as needed. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm function checkForSelectedStatus(){ return true;} Qualifications for Position 8 Records Qualifications Required/Preferred 2+ years' experience working within a technical support capacity, help desk or similar. Required Bachelor's degree in Information Systems, MIS, Computer Science or similar OR at least 2 years' of relevant work experience. Required Demonstrated experience and knowledge of basic Windows, Mac, and tablet operating systems, exchange messaging, web applications, network connectivity, telephony and standard hardware and peripherals; effective and efficient troubleshooting. Required Verbal and written communication skills to effectively communicate with users and staff at all levels and technical ability; able to use Standard English grammar and punctuation. Required Ability to effectively analyze customer requests for support to resolve or assign to appropriate provider. Required Able to learn Client Support software to document and track incoming requests. Required Use IT knowledge and concepts to understanding support customer requests and to resolve problems or issues. Required Professional experience with ServiceNow. Preferred Additional Posting Information Bargaining Unit: 99-Policy Covered Application Deadline: 02-21-2019 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=75167 Special Instructions: NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying. Contact information: Number of Positions: function checkForSelectedStatus(){ return true;} Special EmploymentDesignations/Requirements Per UC Policy Conflict of Interest: N/A Critical: Continued employment contingent upon completion of satisfactory background investigation. Driving Record: N/A E-Verify Check:

Certain positions funded by federal contracts/subcontracts requires UCLA to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

More Information This position does not require E-Verify check. CANRA:
Is this position designated as a mandatory reporter under CANRA? No Other Special Employment Requirements: Position is subject to performance standards and other requirements of the University wide Police Policies and Administrative Procedures. function checkForSelectedStatus(){ return true;}