Application Services Specialist- Email delivery or Senior Application Services Specialist - Ema...

Job description

Description:

Application Services Specialist – Email Delivery or

Senior Application Services Specialist – Email Delivery

Technology Services – Office of the CIO

University of Illinois at Urbana-Champaign

Illinois is a world leader in research, teaching, and public engagement. We serve the state, the nation, and the world by creating knowledge, preparing students for lives of impact, and addressing critical societal needs through the transfer and application of knowledge. Illinois is the place where we embrace difference. We embrace it because we value it. Illinois is especially interested in candidates who can contribute, through their research, teaching, and/or service, to the diversity and excellence of the Illinois community.

This Application Services Specialist will support campus wide email delivery services, ensuring reliable high-volume email delivery for the entire campus. The hired personnel will be required to maintain on premise and cloud hosted environments according to industry best practice and organizational policy. They will be required to coordinate with technical and professional teams across campus to define and meet customer needs, monitor service performance and uptime metrics, and provide regular reporting. Daily activities will include resolving end-user email delivery, spam, and phishing problems, as well as responding to any service incidents or problems. The senior specialists in this group will be required to perform ongoing continual improvement review, service lifecycle planning, and project supervision. This position may also be required to work with a team to support additional IT services, such as campus monitoring and cloud infrastructure services as needed. Training and certification to meet the desired certification levels will be provided.

PRIMARY POSITION FUNCTION/SUMMARY:

Application Services Specialist

Play a significant role in creating, deploying, and maintaining production level IT services that are robust, high-quality, and reliable, meeting the needs of Technology Services’ customers. Assume primary or secondary responsibilities for one or more services within Technology Services. Primarily support medium scale applications with limited audiences.

Senior Application Services Specialist

Play a significant role in creating, deploying, and maintaining production level IT services that are robust, high-quality, and reliable, meeting the needs of Technology Services’ customers. Assume primary or secondary responsibilities for one or more services within Technology Services. Primarily support large scale, complex applications or newly implemented applications that are widely visible and/or have substantial audiences.

Major Duties and Responsibilities:

Application Services Specialist

Manage and Administer enterprise-class email services

  • Manage enterprise level email filtering policies and rules
  • Create and update filter protections to prevent or mitigate email threats such as phishing or malware.
  • Coordinate with security responders to provide details, data, and response measures to identified email threats.
  • Provide end-user instruction and knowledgebase articles on email security, filtering, and threat awareness.
  • Support discussion mailing list software for end users, mailing list owners, and hosted list domain administrators, including list creation, configuration, and data migrations.
  • Participate in continuing education and training including completing required certifications such as Proofpoint Certified Professional – Email Protection and CompTIA Linux+ or industry equivalent.

Manage day-to-day IT service operations.

  • Implement appropriate monitoring processes for a target service.
  • Recognize the need for and implement appropriate infrastructure components to support security policies and procedures including but not limited to SSL certificates, privileged accounts, and firewalls.
  • Develop scripts in at least one programming language and manage source code with best practice processes and available tools.
  • Administer web applications either locally or in cloud hosted environments.
  • Understand web application containers, such as Tomcat or jboss, and web services technologies, such as HTTP or SOAP, applicable to service offering.
  • Communicate with vendors or other third parties using predefined methods for ticket submission, support, and enhancement requests.
  • Search user forums, knowledgebases, and other related resources online for related items and appropriately applies knowledge gained.
  • Participate constructively in meetings with relevant, concise and reasoned analysis of topical matter.
  • Generate analysis documents of technical issues.
  • Understand the applicable processes and procedures of the organization and make recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements.
  • Work non-traditional hours and respond to on-call requests to provide 24 x 7 service availability.
  • Monitor and respond to key service metrics to ensure service performance and all service level requirements.

Ensure excellent Customer Service throughout Technology Services:

  • Partner with the Technology Services Help Desk by setting and managing the expectations of customers.
  • Act as an advocate for Technology Services customers in service planning and deployment across the organization.
  • Resolve customer satisfaction issues.
  • Support applications of medium scale: defined number of end users less than 10,000, medium risk, or moderate infrastructure complexity such as application layer, database layer, storage layer, and network layer as separate components.
  • Demonstrate effectiveness with problem, incident, change and release management, and testing processes including the use of testing tools.
  • Provide input to business plans, system design product evaluations, and capacity planning in a structured manner.
  • Adhere to interoperability standards and best practices as adopted by the organization.
  • Understand the need for and demonstrate knowledge of data stewardship in areas applicable to position.
  • Be aware of major business cycles that impact service offerings.
  • Train backup and other staff as necessary
  • Aggregate and write reports of project or service team work.
  • Create and maintain service based documentation for various audiences.
  • Develop and maintain key service performance metrics for meeting all service level requirements and provide ongoing monitoring and regular reporting.

Senior Application Services Specialist

Support applications of large scale: greater than 10,000 end users, high risk, or complex infrastructure such as web server clusters, load balancing, and message broker services.

  • Demonstrate effective use of service life cycle management best practices such as change and release management, incident and problem management, testing, and financial management.
  • Incorporate usability and accessibility considerations into IT service planning, development, and operations.
  • Create business plans and IT system/architecture designs.
  • Plan for disaster recovery and business continuity as deemed appropriate to the visibility, importance, and risk factors of the IT service.
  • Adhere to interoperability standards and best practices as adopted by the organization.
  • Proactively plan for capacity of the IT service.
  • Understand the need for and demonstrate knowledge of data stewardship in areas applicable to position.
  • Responsible for IT service requirements gathering and analysis.
  • Be aware of major business cycles that impact service offerings.
  • Conduct product evaluations.
  • Mentor and train backup and other staff as necessary.
  • Manage IT service projects of defined scope.
  • Create and maintain a three month rolling project/activity/task plan for IT services.
  • Aggregate and write reports of project or service team work.
  • Develop and maintain key service performance metrics for meeting all service level requirements and provide ongoing monitoring and regular reporting.
Manage day-to-day IT service operations.

  • Implement appropriate monitoring processes for a target service.
  • Recognize the need for and implement appropriate infrastructure components to support security policies and procedures including but not limited to SSL certificates, privileged accounts, and firewalls.
  • Develop scripts in at least one programming language and manage source code with best practice processes and available tools.
  • Administer web applications either locally or in cloud hosted environments.
  • Understand web application containers, such as Tomcat or jboss, and web services technologies, such as HTTP or SOAP, applicable to service offering.
  • Communicate with vendors or other third parties using predefined methods for ticket submission, support, and enhancement requests; escalate issues with those parties in an agreed upon manner.
  • Effectively leverage online resources, user forums, and knowledge bases in support of service, as well as, contribute to these communities.
  • Generate analysis documents of technical issues.
  • Understand the applicable processes and procedures of the organization and make recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements.
  • Work non-traditional hours and respond to on-call requests to provide 24 x 7 service availability.
  • Monitor and respond to key service metrics to ensure service performance and service level requirements.
Manage and Administer enterprise-class email services

  • Manage enterprise level email filtering policies and rules
  • Create and update filter protections to prevent or mitigate email threats such as phishing or malware.
  • Coordinate with security responders to provide details, data, and response measures to identified email threats.
  • Provide end-user instruction and knowledgebase articles on email security, filtering, and threat awareness.
  • Support discussion mailing list software for end users, mailing list owners, and hosted list domain administrators, including list creation, configuration, and data migrations.
  • Participate in continuing education and training including completing required certifications such as Proofpoint Certified Professional – Email Protection and CompTIA Linux+ or industry equivalent.
Ensure excellent Customer Service throughout Technology Services:

  • Partner with the Technology Services Help Desk by setting and managing the expectations of customers.
  • Act as an advocate for Technology Services customers in service planning and deployment across the organization.
  • Resolve customer satisfaction issues.

Position Requirements and Qualification

Application Services Specialist

Education Required

See Experience Required.

Education Preferred

Bachelor's degree in a relevant field, including Computer Science, Engineering, Information Technology, or other relevant field.

Experience Required

Any combination totaling two years from the following categories:

a) Progressively more responsible work in IT-related profession

b) College course work in Information Technology (IT), IT Management, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:

o 60 semester hours or Associate’s Degree equals one year

o 90-120 semester hours or Bachelor’s Degree equals two years

Experience Preferred

Experience may be concurrent:

1. Four years of experience in information technology field.

2. Demonstrated experience administering applications or services using IT Service Management processes and principles.

3. Experience administering an email filtering appliance or cloud service.

4. Experience administering a discussion mailing list host or service.

5. Experience administering an SMTP based Mail Transfer Agent.

Senior Application Services Specialist

Experience Required

1. Five years of experience in an information technology field. Two years of experience administering an SMTP based Mail Transfer Agent. Experience can be concurrent.

2. Demonstrated experience administering applications or services using IT Service Management processes and principles.

Experience Preferred

1. Experience administering an email filtering appliance or cloud service.

2. Experience administering a discussion mailing list host or service.

Training, Licenses or Certifications

Application Services Specialist

Preferred:

Proofpoint Accredited Administrator: this certification will be required within one year of hire.

CompTIA Linux+ or industry equivalent will be required within six months of hire.

ITIL 3 Foundation or ITIL 4 Foundation certification preferred.

Senior Application Services Specialist

Preferred:

Proofpoint Certified Professional Email Protection: this certification will be required within one year of hire.

CompTIA Linux or industry equivalent will be required within six months of hire. ITIL Foundation or ITIL Foundation certification preferred

Knowledge, Skills, and Abilities

Application Services Specialist

Ability to effectively communicate and interact with others.

Ability to identify and resolve technical problems.

Knowledge, Skills, and Abilities Preferred

Application Services Specialist

Demonstrated knowledge and understanding of service life cycle management processes including but not limited to incident management, change management, root cause analysis, monitoring, and testing.

Demonstrated ability developing scripts to automate processes.

Ability to create and maintain appropriate service management documentation.

Demonstrated commitment to customer service.

Ability to use good judgment and work with limited supervision

Knowledge, Skills, and Abilities

Senior Application Services Specialist

Demonstrated knowledge and understanding of service life cycle management processes including but not limited to change management, monitoring, testing, release management, security, capacity planning, business continuity, and disaster recover.

Demonstrated knowledge of accessibility and usability standards.

Basic project management skills and knowledge.

Proven creative problem solving skills.

Demonstrated ability in effective communication and collaborating in a high performance team environment.

Demonstrated commitment to customer service.

Knowledge of programming in at least one scripting language.

Ability to use good judgment and work with limited supervision.

Knowledge, Skills, and Abilities Preferred

Senior Application Services Specialist

Knowledge of IT environments in University settings

SALARY AND APPOINTMENT INFORMATION

This is a full-time Civil Service IT Technical Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after July 1, 2019. Salary is commensurate with experience.

To Apply:

Applications must be received by July 1, 2019. Apply for this position using the “Apply for Position” button below. If you have not applied before, you must create your candidate profile at http://jobs.illinois.edu. If you already have a profile, you will be redirected to that existing profile via email notification. To complete the application process:

Step 1) Submit the Staff Vacancy Application.

Step 2) Submit the Voluntary Self-Identification of Disability forms.

Step 3) Upload your cover letter, resume (months and years of employment must be included), and academic credentials (unofficial transcripts or diploma may be acceptable) and names/contact information for three references.

In order to be considered as a transfer candidate, you must apply for this position using the “Apply for Position” button below. Applications not submitted through this website will not be considered. For further information about this specific position, contact Debbie Malloch at 217-333-4222. For questions about the application process, please contact 217-333-2137.

The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer.

The University of Illinois is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. For more information, visit http://go.illinois.edu/EEO.

College Name or Administrative Unit:Office of the CIO Category:8-Technical Title:Application Services Specialist- Email delivery or Senior Application Services Specialist - Email Delivery (114097) Open Date:05/24/2019 Close Date:07/01/2019 Organization Name:Technology Services - Services

 

 

 

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Job No:
Posted: 5/26/2019
Application Due: 7/1/2019
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