Information Technology Consultant II (Career Level) / ITS -
Technology Support Center
California State University, San Bernardino
Unit 9 - CSUEU - Technical Support Services,
Temporary, Full Time, Information Systems & Technology
California State University, San Bernardino is a preeminent center
of intellectual and cultural activity in Inland Southern
California. Opened in 1965 and set at the foothills of the
beautiful San Bernardino Mountains, the university serves more than
20,000 students each year and graduates about 4,000 students
annually. CSUSB reflects the dynamic diversity of the region and
has the most diverse student population of any university in the
Inland Empire. Seventy percent of those who graduate are the first
in their families to do so.
At CSUSB, you can:
- Build your future
- Work with the best
- Be your authentic self
- Focus on you
- Make a lasting impact
- Work for a purpose that is greater than your own
- Bring everything you are, become everything you want
The Technology Support Center (TSC) is the one-stop-shop for
support, information, and consultation of all technology-related
matters. On a 24/7 basis, the Technology Support Center provides
the university with effective, timely, and consistent responses to
technology support needs.
The TSC is the issuer of Coyote OneCard, the official CSUSB
identification card. We provide students, faculty, and staff
assistance and training on-campus resources such as MyCoyote,
Canvas, campus email systems, Google G Suite, Office 365. We also
assist with desktop support and provide access to many
The TSC is also in charge of Cherwell, the campus Enterprise
Service Management (ESM) system. What started as an IT Service
Management (ITSM) system quickly grew campus-wide as multiple
departments outside of IT realized the benefits of using Cherwell
for workflow, digital forms, asset management, and web portals. A
few of the non-IT departments that have been onboarded on the
campus ESM include Human Resources, Accounting, Parking,
Environmental Health & Safety, and Property Management.
Under minimal supervision of the Assistant Director of the
Technology Support Center, the incumbent will provide development
and administration of the campus Enterprise Service Management
system. The incumbent will also provide technical support to the
campus OneCard and various other systems. The following
- Intake of enhancements and fixes to the campus ESM workflows,
digital forms, web portals, etc.
- Document and perform weekly changes made in the campus ESM as
- Look to build automation into the campus ESM when appropriate
to help with repetitive tasks.
- Meets with departments to understand their service offerings,
design process workflows, develop digital forms, and onboard and
train on the campus ESM.
- Work with other departments to leverage ESM API's to integrate
various other systems.
- Provide technical support for the Coyote OneCard system. This
includes maintaining and supporting the ID card software and CBORD
- As requested by different departments, will extract photos and
card information for systems such as public transportation (OMNI,
Sunline, Sundiego), Engage, door access (Vanderbilt), Student
Health Center, campus police (Maxient), rec center (Fusion),
housing (Starrez), and PeopleSoft.
Full-time, “exempt”, temporary
position (with the possibility of converting to permanent).
First Review Deadline:
This position will remain
open until filled. Applicants will be reviewed beginning August 11,
- Generally, Monday through Friday from 8:00 am to 5:00 pm. Some
weekends and evenings may be required.
Education and Experience
- Ability to work closely with other teams both within ITS and
- Clear, positive, solution-oriented communication skills to
translate user needs into effective technical solutions.
- Ability to identify areas of improvement on the campus EMS, the
campus OneCard, and the TSC.
- Ability to independently identify and solve complex production
- Knowledge of ITIL processes.
- API knowledge.
- Scripting ability.
- Technical Support Workflow management.
- Basic applications/programming development, databases, and data
- Analyze, troubleshoot and apply problem-solving skills to
- The equivalent to Bachelor's degree from an accredited
four-year college or university in computer science, information
systems or in a closely related field or similar certified
coursework in applicable fields of study.
- Two (2) or more years of experience in IT Support related
- Great customer service skills.
- Previous development and administrative experience of an
Enterprise Service Management system.
- Proficiency in hardware and software technologies.
- Ability to pay attention to details and to meet deadlines and
- Patience and well-developed interpersonal relations
- Previous professional experience working in a higher education
environment is highly desired.
Anticipated Hiring Range: $4,372.00 - $5,860.00 monthly
Classification Range: $4,372.00 - $10,792.00 monthly
Statement of Commitment to Diversity
In our commitment to furthering knowledge and fulfilling our
educational mission, California State University, San Bernardino
seeks a campus climate that welcomes, celebrates, and promotes
respect for the entire variety of human experiences. In our
commitment to diversity, we welcome people from all backgrounds,
and we seek to include knowledge and values from many cultures in
the curriculum and extra-curricular life of the campus community.
Our commitment to work toward an environment that values diversity
requires that we create, promote, and maintain activities and
programs that further our understanding of individual and group
diversity. We will also develop and communicate policies and
promote values that discourage intolerance and
The concept and dimensions of diversity are to be advanced and
incorporated into every aspect of university activity, including
student life, the curriculum, teaching, programs, staffing,
personnel training practices, research, community services, events,
and all other areas of university endeavor.
Dimensions of diversity shall include but are not limited to, the
following: race, ethnicity, religious belief, sexual orientation,
sex, gender identity, gender expression, ability, socioeconomic
status, cultural orientation, national origin, and age.
The implementation of the Commitment to Diversity will rest with
the university as a whole. In addition to a personal commitment and
involvement, the president may use the University Diversity
Committee, campus administrators, faculty, staff, and students as
well as other members of the campus community to effectively
implement the philosophy and intent of this statement.
A background check (including a criminal records check) must be
completed satisfactorily before any candidate can be offered a
position with the CSU. Failure to satisfactorily complete the
background check may affect the application status of applicants or
the continued employment of current CSU employees who apply for the
The person holding this position is considered a `mandated
reporter' under the California Child Abuse and Neglect Reporting
Act and is required to comply with the requirements outlined in CSU
Executive Order 1083 as a condition of employment.
California State University, San Bernardino is an Affirmative
Action/Equal Opportunity Employer. We consider qualified applicants
for employment without regard to race, religion, color, national
origin, ancestry, age, sex, gender, gender identity, gender
expression, sexual orientation, genetic information, medical
condition, disability, marital status, or protected veteran
This position may be "Designated" under California State
University's Conflict of Interest Code. This would require the
filing of a Statement of Economic Interest on an annual basis and
the completion of training within 6 months of assuming office and
every 2 years thereafter. Visit the Human Resources Conflict of
Interest webpage link for additional information: http://hrd.csusb.edu/conflictInterest.html
This position adheres to CSU policies against Sex Discrimination,
Sexual Harassment, and Sexual Violence, including Domestic
Violence, Dating Violence, and Stalking. This requires completion
of Sexual Violence Prevention Training within 6 months of assuming
employment and on a two-year basis thereafter. (Executive Order
To view full description and to apply, visit: https://www.csusb.edu