Research Associate, The School of Information Technology

Ohio, United States
Salary Not specified
Nov 03, 2020
Employment Level
Employment Type
Full Time

Research Associate, The School of Information Technology

The School of Information Technology at the University of Cincinnati seeks to hire one Research Associate.

The Research Associate will have Operations Lead responsibilities with the Information Technology Solutions Center (ITSC). The Operations Lead responsibilities include, but are not limited to:

  • Manage the ITSC Service Desk ensuring key service levels are met in key areas including:
    • Incident Management
    • Request Management
    • Problem Management
  • Monitor and review service desk tickets ensuring proper utilization of ITSC staff, and collaborating with users to find the most efficient resolution including workarounds and providing awareness as needed
  • Mentor and develop Service Desk agents to increase First Call Resolution (FCR), including functional support, custom reports and queries, access management and other FCR tickets
  • Work with other ITSC Leads to ensure compliance with Change and Release Management process areas
  • Act as a point of escalation for users and clients
  • Provide daily, weekly and monthly reports to management and clients on time and with the required quality
  • Manage the delivery of end user training on existing and new applications including enhancements
  • Manage user acceptance testing, ensuring all issues have been cleared internally ahead of communication with users
  • Manage escalation of tickets to Level 3 (development) constructively, effectively and efficiently
  • Ensure proper documentation of relevant processes, procedures and work instructions
  • Participate in user requirements management sessions and provide input to the development team as required
  • Support ITSC Project Managers during new implementations and deployments as required

In addition to the Operations Lead responsibilities, the Research Associate will:

  • Research and implement best practice in IT Service Management (ITSM) processes
  • Present and publish in related conferences and journals
  • Teach seminars and workshops on relevant tools and processes as needed
  • Teach undergraduate and graduate ITSM courses for the School of Information Technology as needed

Minimum Qualifications:
A Bachelor’s degree in Information Technology, Computing or a related field from an ABET accredited program with a minimum GPA of 3.6 and a Master’s degree in Information Technology, Computing or related field with a minimum GPA of 3.6.

In addition, the applicant must have 18 months’ experience in all of the following duties—working on projects that included the management of IT operations in a Client-facing role that must have included a service desk management role with responsibilities in: Ensuring key service levels are met in key areas such as incident management, problem management, and request management; Providing service desk management to a user community above 1000 users; Managing user acceptance testing; Providing end user training in person or online; Providing project management during new implementation and deployments; Working in teams.

Please apply at


The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.

As a UC employee, and an employee of an Ohio public institution, if hired you will not contribute to the federal Social Security system, other than contributions to Medicare. Instead, UC employees have the option to contribute to a state retirement plan (OPERS, STRS) or an alternative retirement plan (ARP).

The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / Minority / Female / Disability / Veteran.