Business Process and Workflow Administrator

Job Description:

Reporting to the Director of Systems and Networks, the Process and Workflow Administrator is a technical role, focused on traffic control for the Systems and Networks team. This role is responsible for monitoring, triaging, and managing the fluctuations in ticket volume as they occur within Systems and Network Services (SNS) ticket queues, as well as ensuring tickets are assigned to the best engineer based on the support type and complexity. This role works closely with leadership to create and support Service Level Agreement (SLA) targets, providing and reporting on ticket volumes and emerging trends. This role requires focus, energy, and a commitment to customer service in a highly technical environment.
This role is the point of coordination and support for all ongoing SNS maintenance and upgrades. This includes departmental project tracking sheets, as well as working with individual team members to develop the tasks associated with a given technical implementation. This role requires flexibility to adapt and prioritize work independently in a dynamic environment.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Monitoring SNS queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.

• Re-assigning tickets which are out of scope to the correct team.

• Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load.

• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction.

• Monitoring SNS assigned tickets for SLA compliance and working with individuals to identify roadblocks or next steps.

• Prepare daily reports on SNS tickets and SLA status by category.

• Maintain the SNS project smartsheet, and the tasks assigned.

• Work closely with the Director of Systems and Networks to provide reporting on internal project status.

• Work with the SNS team to develop tasks needed in a Technical Implementation Plan (TIP) to make it successful.

• Write and maintain relevant documentation for IT and other staff as well as for end-users, as appropriate.

• Maintain a collaborative, constructive relationship with the rest of the IT staff and management team and work collaboratively to solve problems and provide solutions based on best practices to the campus community.

• Demonstrated capacity to develop and foster effective working relationships with individuals and organizations reflecting a broad range of identities, perspectives and experiences.

• Other duties as assigned.

SKILLS AND QUALIFICATIONS:

• Bachelor’s degree in a relevant field, or equivalent combination of education and experience.

• At least 3 years working within a technical support environment.

• Superior proficiency with computer systems, systems administration and ticket management systems.

• Higher Ed industry experience preferred.

• At least 2 years of previous experience in queue/SLA management or a similar command center role. 

• Excellent organizational skills with a firm grasp of project management and reporting principles.

• Demonstrated ability to prioritize and problem solve effectively in a dynamic technical environment.

• Maintain a collaborative, constructive relationship with the rest of the IT staff and management team and work collaboratively to solve problems and provide solutions based on best practices to the campus community.

• Demonstrated capacity to develop and foster effective working relationships with individuals and organizations reflecting a broad range of identities, perspectives and experiences.

• Experience working in a high availability (Five 9's) environment is highly desirable.

• Preferred proficiency with Jira, Confluence, and Smartsheet.

• Familiarity with Windows, Linux, VMWare, OSX, IOS, and other operating systems.

• Knowledge of Project Management principles.

• Good understanding and appreciation of standard Change Management concepts.

• Comfortable with writing reports and creating dashboards.

• Excellent organizational, communication, and interpersonal skills.

• Good analytical and problem solving skills.

• Ability to manage multiple tasks, assignments and projects.

• Ability to work independently and take initiative to suggest and make improvements.

• Open minded, flexible and creative thinker that can balance innovation with practical considerations and respect for college policy and procedure.

Additional Competencies:

• Possess and demonstrate the ability to solicit and gather technical details and requirements contributing to the clarity and definition required to establish project milestones, tasks, and goals.

• Ability to clearly summarize and communicate moderately complex information in varied written formats to internal and external customers.

• Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.

• Maintain a constructive, team-oriented and customer-focused attitude at all times and in all settings.

WORK ENVIRONMENT:

The college is currently in a Modified Academic and Business Operation (MABO) model, which means some of the work is being performed from remote locations. When the conditions permit, based on CDC and Berklee Administration guidelines, employees may be required to resume their work on campus as directed by management. This position is located in the state of Massachusetts.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

 

Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee : 

We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance.  Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.

As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at [email protected] or call 617-747-2375.

Berklee is committed to increasing the diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*

Employee Type:
Staff