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Operations Center Specialist

Job Details



Founded in 1764, Brown is a leading institution for education, discovery, and global intellectual progress as well as one of the largest employers in Rhode Island. Working at Brown brings more than just a paycheck and generous benefits; it offers an opportunity to contribute to a greater good. Join us in supporting the pursuit of knowledge and individual growth that defines higher education and enriches our community.

Job Description:

Operations Center Specialist

Office of Information Technology

This position is responsible for management and support of the services in the OIT service portfolio. The Operations Center Team is responsible for driving our Incident Responses cases and Alerts via OpsGenie. Maintaining Application Portfolio in the Jira Service Management CMDB, coordination of all incident /problem management issues, and manages our Change Management process via Jira Service Manager (JSM). Responsibility also includes job scheduling, monitoring and reporting for scheduled jobs via Application Manager as well as monitoring nightly system backups.

All members of the service management team have the responsibility to work towards becoming a subject matter expert in one of the team's major responsibility areas and provide secondary support in all others. This is a dynamically changing environment as we adopt DevOps and agile methodologies in support of digital modernization efforts.

All team members are required to participate in rotation of 24 hour on-call for incident management. Normal business day group coverage from 7am-5pm. This position is approved for Remote Work.

Education and Experience
  • Bachelor’s degree preferred

  • 2 -3 years’ experience within an IT service management environment

  • JSM – Jira Service Management experience – preferred

  • Experience with automated job scheduling software

  • Excellent oral and written communication skills

  • Ability to adapt to a dynamically changing environment

  • Demonstrate a service excellence focus

  • Ability to acquire skills to be a subject matter expert in a service delivery specialty

  • Ability to work effectively independently and as a member of a team

  • Ability to complete assigned tasks on time

  • Experience with day-to-day technical support and administration of ITSM tools

  • Experience facilitating requests and tasks across technical teams

  • Demonstrates a willingness and ability to support a diverse and inclusive environment.

  • Demonstrated customer service skills

  • Demonstrated organizational skills

Successful completion of a criminal background check and education verification is required.

Recruiting Start Date:

2023-11-21

Job Posting Title:

Operations Center Specialist

Department:

Office of Information Technology

Grade:

Grade 9

Worker Type:

Employee

Worker Sub-Type:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

37.5

Position Work Location:

Remote Eligible

Submission Guidelines:

Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

Still Have Questions?

If you have any questions you may contact employment@brown.edu .

EEO Statement:

Brown University is an E-Verify Employer.

As an EEO/AA employer , Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, and caste, which is protected by our University policies.

Company

Brown University

Founded in 1764, Brown is a nonprofit leading research university, home to world-renowned faculty, and also an innovative educational institution where the curiosity, creativity and intellectual joy of students drives academic excellence.

The spirit of the undergraduate Open Curriculum infuses every aspect of the University. Brown is a place where rigorous scholarship, complex problem-solving and service to the public good are defined by intense collaboration, intellectual discovery and working in ways that transcend traditional boundaries. As a private, nonprofit institution, the University advances its mission through support from a community invested in Brown's commitment to advance knowledge and make a positive difference locally and globally.

Brown is a leading research university, where stellar faculty and student researchers deploy deep content knowledge to generate new discoveries on those issues and many more. What sets their work apart? Collectively, Brown's researchers are driven by the idea that their work will have a positive impact in the world.

Brown students and faculty are tackling the nation’s opioid crisis. Planning the next Mars landing site. Uncovering the locations of ancient civilizations. Advising world leaders on new political models. Exploring new frontiers in multimedia arts. In each of their intellectual endeavors, our scholars and researchers are uncommonly driven by the belief that their work must — and will — have an impact in their communities, in society and the world.

We are a learning community grounded in a commitment of respect for the diversity of viewpoints that is fundamentally essential to intellectual discovery. We encourage the right of all individuals to express ideas and perspectives — and we embrace the value of vigorous debate in pursuit of knowledge.

Providence, Rhode Island — Brown's home for more than two and a half centuries — is a vibrant place to live, work and study, a stimulating hub for innovation, and a city rich in cultural diversity. 

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