Technical Business Support Coordinator

The Department of Public Safety’s (DPS ) mission is to enhance the living, learning and working experience at Princeton University by protecting life, maintaining order and safeguarding property. 

 

Under the direction of the Infrastructure Operations Manager and in close collaboration with the Office of Information Technology (OIT) Associate Director for Critical Infrastructure, the Technical Business Support Coordinator (TBSC) is responsible for business administration, systems projects and other work covering a wide range of technology including, but not limited to, Public Safety IT services.  The TBSC also directly provides multiple functional system requirements (training, user acceptance testing, business stakeholder management, etc.)  

 

Duties include, but are not limited to:  business administrative/operational duties, maintenance of user accounts, monitoring service levels, ensuring that the technology deployed supports robust continuity of operations, ensuring systems and network security, working with all members of the department to ensure users are fully trained and comfortable with critical public safety technology, development and management of budgets for vendors, support organizations, materials, services and other necessary expenditures, as well as preparing and presenting budgets to secure funding for upgrades or new initiatives.  

 

During this two (2) year term assignment, the TBSC will participate in meetings and plan, schedule, organize and manage assigned projects from beginning to completion, and ensure that project goals and/or objectives and deliverables are accomplished. 

 

The Department of Public Safety is a 24/7, 365‐day operation that will require the TBSC to be on call by mobile device 24 hours and work non‐standard hours including evenings, weekends, and holidays.

 

Business Systems Application Support – 25%

 

• Provides business ownership of critical life safety applications such as computer aided dispatch and records management system, telephone and radio voice recording systems, and video monitoring and recording systems
• Responds to inquiries about the business and processes associated with the systems
• Supports highly specialized and sensitive software applications (such as FBI National Crime Information System/NJ Criminal Justice Information System and related county systems)
• Understands both external and internal compliance requirements for public safety systems and sets up departmental processes to meet those compliance requirements.
• Verifies the integrity and availability of system services and key processes
• Tests new applications, corrects errors, and makes necessary modifications to applications

 

End-User Support – 25%

 

• Authorizes and grants access to specific technology systems and applications
• Assists in development of, and adherence to, department standards, policies, and operating procedures 
• Ensures there is appropriate user documentation in place for the systems
• Provides training and oversight to system end users on the capabilities and operations of the systems
• Troubleshoots and resolves end-user application questions and problems
• Develops end-user documentation where needed, or revised

 

Technology Support – 15%

 

• Provides strategy, oversight and business application support for multiple critical public safety systems
• Recommends purchases of licenses, software and hardware
• Prioritizes system enhancements
• Interfaces with internal IT partners and external public safety agencies to develop business roadmaps
• Collaborates/coordinates with other University departments and public safety agencies to ensure alignment of roadmaps
• Develops and recommends technology plan and budget for current and future needs
• Acts as liaison to the University Office of Information Technology (OIT) for Department of Public Safety issues
• Monitors systems for abnormalities

 

Administrative Operations – 25%

 

• Coordinates maintenance and support activities with other departments on campus and external vendors
• Creates/prepares reports by collecting, analyzing, and summarizing information
• Responsible for coordination of requirements, testing, and end-user rollout of system updates or modifications
• Utilizes project management best practices to identify, review, track, and control project milestones, deliverables and communicates status with end-users and stakeholders
• Participate in professional development opportunities as approved by supervisor.
• Drafts documents related to administrative procedures.

 

Resource & Vendor Management – 10%

 

• Maintains the hardware and software inventory for all departmental technology assets, including licensing
• Authorizes IT equipment to be sent to Princeton Resource Recovery (or alternate means of disposal)
• Develops and maintains departmental procedures and budgets for the systems and associated hardware
• Establishes contracts and oversees application vendor adherence
• Assists with writing end-user requirement specifications and vendor requests for proposal
• Provides technical direction and assistance to vendors in application installation, upgrades, diagnostic procedures, trouble shootings, servicing and acceptance testing

 

• High School education or equivalent
• 5-7 years’ experience with performing business ownership type duties for diverse IT services, including business technology strategy, oversight, and multiple functional system requirements (training, user acceptance testing, business stakeholder management, etc.)  
• Must have knowledge of data protection and IT security
• Demonstrated problem solving strategies 
• Must be well organized and able to communicate well both written and oral
• Knowledge of the principles of project management
• Must have a strong customer service attitude, initiative, excellent organizational and interpersonal skills
• Must have the ability to work independently and to manage multiple priorities simultaneously
• Must have the ability to keep abreast of industry trends and new technology relevant to DPS, such as software and hardware
• Must be available 24x7 by mobile device and to respond in person appropriately to emergencies should they occur
• Must be physically able to lift and move a variety of machines and equipment including computers and inspection equipment, radio, telephone, etc. and may be required to climb ladders
• Must be able to lift up to 15 lbs., twist, bend and work in awkward positions
• Must successfully pass a comprehensive criminal background check (via fingerprints)

 

Preferred Qualifications

 

• Bachelor’s degree
• Knowledge of operating systems and backup systems
• Knowledge of and experience with firewalls and other security systems
• Knowledge of programming and scripting
• Knowledge of pertinent federal, state, and local laws regarding computer safety and security

 

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

36.25

The Department of Public Safety is a 24/7, 365‐day operation that will require the TBSC to be on call by mobile device 24 hours and work non‐standard hours including evenings, weekends, and holidays.

No

Yes

180 days

Yes

No

Yes

Associate

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