IT Support Consultant III, IT- Client Support & Services

University of Delaware

Equal Employment Opportunity Statement

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html


Job No: 500061
Work Type: Staff
Location: Newark/Hybrid
Categories: Information Technology, Full Time

PAY GRADE: 29S

CONTEXT OF THE JOB:

IT Client Support and Services is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT-CS&S focuses on helping the UD community use technology effectively and efficiently. IT-CS&S staff members also take the lead supporting productivity, computing applications and tools, student computing, and assistance with hardware and software issues. The unit is made up of the following groups: Client Engagement, Client Services, ID Card Services, Distributed IT, IT Service Management and IT Communications

The IT Support Consultant III on the Client Services team will consult with campus clients, providing expert guidance on cloud-based application services and development. As a Cloud-Based Application Consultant, you will also be responsible for thoroughly testing application software in your area of expertise, promptly communicating any issues to vendors and colleagues for resolution. Furthermore, you will provide administrative software configuration, technical support, troubleshooting, documentation, training, and maintenance for applications.

The IT Support Consultant III reports to Associate Director, Client Services, Client Support & Services.

MAJOR RESPONSIBILITIES:

• Perform a comprehensive assessment of requirements, provide recommendations for appropriate tools or applications, work with vendors to configure and implement, create comprehensive documentation, support user training, ensure optimal usability and accessibility, and oversee continuous maintenance and security management.
• Collaborate closely with campus clients to align their functional/business requirements with cloud-based application solutions that support their overall mission and vision.
• Maintain and test applications such as AI-based Chatbot services, ensuring their performance and security.
• Act as the primary liaison with external service providers and software vendors, leveraging your technical expertise to facilitate smooth collaborations.
• Stay up to date with emerging technologies and industry developments to make informed recommendations on cloud-based application tools, methods, and products for both internal and campus-wide use.
• Participate in research, evaluation, testing, and implementation of new technologies, architectures, and products.
• Play an active role in special projects, collaborating with cross-functional teams to achieve project goals.
• Provide consultations and educational presentations to campus groups, delivering technical expertise and guidance.
• Report on performance indicators related to services, processes, operations, and delivery.

QUALIFICATIONS:

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience) and three years related experience, or equivalent combination of education and experience.
• Proven experience as a Cloud-Based Application Consultant or similar role.
• Extensive knowledge of cloud-based application services, development tools, and emerging technologies.
• Proficiency in project management methodologies and scoping efforts.
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, and interpersonal skills.
• Ability to work collaboratively in cross-functional teams.
• Detail-oriented with a focus on quality and accuracy.
• Demonstrate strong communication and presentation skills to effectively collaborate with campus clients, vendors, and colleagues.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

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