Application Administrator II - ITSM

Application Administrator II - ITSM

Position Category: Staff - Full-Time

Summary:
Utah Valley University is seeking a SaaS App Administrator to manage day-to-day operations of UVU's IT Service Management tools and processes. We are looking for a candidate with knowledge of ITSM best practices and experience with ITSM tools for ticketing and project management (preferably Atlassian Jira). In addition to app management duties, you will be responsible for providing end-user training, documentation, and tier II problem escalation from tech support staff. UVU offers an excellent benefits package which includes a generous leave policy, 12 paid holidays, affordable medical and dental insurance options, life and AD&D insurance, tuition waiver (undergraduate resident) for employee and dependents and substantial employer contribution to a retirement plan.

Required Qualifications:
Graduation from an accredited institution with a bachelor’s degree in related field and one year of experience related to the summary of duties; OR an associate’s degree and three years of experience related to the summary of duties; OR any combination of education and/or experience related to the summary of duties totaling five years.

Knowledge, Skills and Abilities:

• Knowledge of customer service, interpersonal, oral, and written communications, with experience in presenting ideas in user-friendly language.
• Knowledge of ITSM principles and software, such as Jira or ServiceNow.
• Knowledge of how to configure, implement, update, tune, and diagnose printing, imaging and software application management.
• Knowledge with iOS, Android, Windows, Mac OSX and any other operating systems on tablets and smart phones.
• Knowledge of operating system configuration, TCP/IP and application network protocols and firewall management.
• Knowledge of directory-based authentication (Active Directory) and group policy administration.

• Skills in acquiring and maintaining knowledge of relevant technologies as assigned.
• Skills in researching technical issues and applying the knowledge gained.
• Skills in working efficiently on multiple complex projects or assignments concurrently.
• Skills in writing documentation, capacity planning, systems design, customer service, technical training and security audits.

• Ability to troubleshoot and problem solve complex technical issues and coordinate with end-users from various areas.
• Ability to think logically and analytically.
• Ability to work in a customer service, team-oriented, collaborative environment.
• Ability to be self-motivated with a strong desire to learn new skills and to work without supervision on daily tasks and projects.
• Ability to provide outstanding customer service, be listener and work well with others.

Preferred Qualifications:
Experience with Atlassian Product Family - Jira Service Management, Jira Software, Confluence, etc.

Physical Requirements:
Frequent times of sitting, standing, and walking. Continuous use of fine hand manipulation associated with the use of a keyboard for a computer.

Benefits Summary:
UVU offers an excellent benefits package which includes a generous leave policy, 12 paid holidays, affordable medical and dental insurance options, life and AD&D insurance, tuition waiver (undergraduate resident) for employee and dependents and substantial employer contribution to a retirement plan.

FLSA: Exempt

Pay Range: $56,842 - $71,053

Advertisement Number: STA164422
Open Date: 08/10/2022
Review Start Date: 08/17/2022
Close Date: 8/31/2022
Open Until Filled: No

Special Instructions to Applicant: Priority consideration will be given to those applicants who apply on or before the “Review Start Date." This job advertisement may close at any time after the review date. Please list a minimum of three references. References may be contacted at some point during the screening and selection process for a letter of recommendation.

To apply, visit: https://www.uvu.jobs/postings/30083

Employment decisions are made on the basis of an applicant’s qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law.



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