Job ID: 36807
Location: Tallahassee, FL
Full/Part Time: Full-Time
Regular/Temporary: Regular
Apply On Or Before: 02/17/2014
Department
Information Technology Services / Service Management
Anticipated Salary Range
Negotiable based on skills and experience.
Qualifications
High school diploma or equivalency and four years* experience or a combination of post high school education and experience equal to four years.
Experience preparing clear and concise reports, polices, procedures, correspondences, and other written materials.
Experience with Customer Service.
Experience with documenting processes (new and existing).
Experience prioritizing, organizing and perform multiple work assignments simultaneously.
Experience working successfully in a team-oriented environment.
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of managers and subject matter experts.
Background Check Requirements
This position requires successful completion of a criminal history background check to include fingerprinting.
Confidentiality Policy
This position requires compliance with University confidentiality policies.
Preferred
Prior Experience in I.T. and Customer Service preferred.
Schedule
Monday through Friday, 8am to 5pm
Responsibilities
Serves as a member of the ITS Service Deployment team by coordinating technical support and customer service to customers. Develops and documents internal operating procedures, and evaluates and recommends practices needed for process improvement. Suggests and oversees implementation plans with goals and timelines.
Develops detailed customer service project plans; manages, tracks, and documents the process through collaboration, databases, and web-based systems (i.e. SharePoint, EZPublish, FMPro). Coordinates meetings and acts as a liaison between user groups and technical staff to foster effective communication regarding technology change management and process-related initiatives.
Leads and coordinates efforts to promote effective dissemination of information to the University community through appropriate channels, following defined standards through media such as RSS Newsfeeds, customer and client meetings, training aids, events, web content and print media. Coordinates changes, based on customer feedback and provides follow up to improve services.
Assists with maintenance and oversight of the FSU case management system including daily account management. Contributes to the knowledge base, FAQ’s and content management. Designs, maintains and generates case management system reports.
Participates with all areas of the ITS Service Center in a team approach to provide coverage and backup. Assists in special projects as assigned. Other duties as required.
Veteran’s Preference
Preference will be given to eligible veterans and their eligible spouses in accordance with Chapter 295 of the Florida Statutes. For additional information on Veterans’ Preference visit http://www.floridavets.org/benefits/veteranspref.asp.
IMPORTANT: In order to claim Veterans’ Preference, applicants must attach/upload a DD-214 (and other documentation as applicable) with their online application.
Pay Plan
This is an USPS (University Support Personnel System) position.
How To Apply
If qualified and interested in a specific vacancy as advertised, apply to Florida State University at https://jobs.fsu.edu.
Applicants are required to complete the online application with all applicable information. Applications must include work history and all education details (if applicable) even if attaching a resume.
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action Employer
Tobacco Free Campus
Effective January 1, 2014, tobacco use, including simulated tobacco use, is prohibited on property, interior and exterior, owned or managed by Florida State University. This policy applies to all Florida State University students, employees, consultants, contractors, visitors, and external individuals.
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