Service Operations Analyst Supervisor / Information Technologist II/S

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Work type:Support Staff
Pay Grade: 13
Major Administrative Unit / College: Information Technology Services
Department: It Services Infrastructure Support 40000460
Sub Area: APSA- Pro Supervisory
Salary: Salary Commensurate with Experience
Location:East Lansing
Categories:Information Technology, Professional Supervisory- APSA, Full Time (90-100%), Union, Remote-Friendly

Service Operations Analyst Supervisor

MSU IT Data Center Operations is responsible for the 24/7/365 monitoring of MSU's Enterprise environments and infrastructure, utilizing SolarWinds to monitor hardware and virtual systems, including public facing applications and websites. The Data Center Operations team is also responsible for monitoring and maintaining the schedule for MSU's Enterprise Batch Processing using the UC4 Automic platform. This team communicates through email, Microsoft Teams, & phone calls; tickets generated by this team use the Team Dynamix ticketing software.

The Service Operations Analyst Supervisor will have three direct reports, overseeing the overnight shift, 11:00pm - 7:30am. The Service Operations Analyst Supervisor will be the main team contact for overnight maintenance, be responsible for updating documentation and processes as well as providing training to team members. The Supervisor will be "on-call" on designated days, where they are expected to be able to answer their phone during the duration of the "on-call" period.

The Service Operations Analyst Supervisor's direct reports are Operations Analysts whose primary responsibilities are monitoring the enterprise environments, resolving any overnight batch scheduling issues, and escalating issues that require immediate attention.

This is a hybrid role, eligible to work in the office and remotely. This is an overnight position, 11:00pm to 7:30am, Monday-Friday. The role will be expected to be "on-call" during scheduled weekends and Holidays.

Michigan State University (MSU) is a top 100 global university located in East Lansing, three miles east of the state’s capital. The MSU community includes more than 12,000 faculty, academic and support staff, as well as 49,695 students. MSU offers an extensive benefits package to its employees including health care, prescription, and dental coverage, and a base retirement program with a University matching contribution, as well as basic life insurance. In addition, MSU offers educational benefits including a course fee courtesy program and educational assistance. 

MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement. 

Diversity, Equity and Inclusion (DEI) are essential elements, vital to the culture MSU Information Technology endeavors to cultivate. This includes providing opportunities and access for all people which incorporate differences of race, age, color, ethnicity, gender, sexual orientation, gender identity, gender expression, religion, national origin, migratory status, disability/abilities, political affiliation, veteran status and socioeconomic background. 

Knowledge equivalent to that which normally would be acquired by completing a four-year college degree; three to five years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; or an equivalent combination of education and experience.

• Three to five years of experience in Data Center Enterprise system monitoring and Atomic Enterprise software.
• Excellent problem-solving, organizational and communication skills
• Ability to prioritize quickly in a complex environment supporting multiple requests
• Advanced Excel experience & Power BI experience
• Enterprise Monitoring - Solar Winds, Networking, Security, Database
• Process Mapping & ITIL Experience
• Experience guiding team projects and supporting organization projects

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Resume and Cover Letter

Please provide three professional references who are knowledgeable of your work

3rd shift; 11p - 7a, Mon through Fri ; and at times 'on-call'.

https://tech.msu.edu

MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.

Advertised:May 22, 2024 Eastern Daylight Time
Applications close:Jun 4, 2024 Eastern Daylight Time