SYSTEMS ACCESS MANAGEMENT SPECIALIST

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state, and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world. By being deeply invested in our work, showing compassion in our interactions, and embodying the spirit of a team player, each member contributes to a thriving community. UW is committed to attracting and retaining a diverse staff; your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world, partnering with the UW community to enable innovation, learning, discovery, and service.

The UW-IT Customer Experience (CX) division leads efforts on customer experience to ensure that all customer interactions with UW-IT consistently produce positive outcomes. Customer experience encompasses more than customer service, representing the perceptions and related feelings a customer experiences based on the one-off and cumulative effort of interactions with UW-IT employees, communication channels, services, and support.

UW-IT CX values and commits to diversity, equity, and inclusion to promote individual growth, professional excellence, cultural intelligence, and success within our community. CX fosters a climate of mutual respect; applying innovative solutions drawing upon our strengths.

CX is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CX operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions.

The UW Systems Access Management Specialist CX is responsible for escalated UW-IT services support for the Technology Service Center. This position provides support for HR, Risk Management, the Attorney General's Office, University Complaint Investigation and Resolution Office, and the Office of the Chief Information Security Office to ensure appropriate security for sensitive, critical work (bulkmail, spam/phishing, business continuity snapshots, account disablement and actions taken for violations of the Digital Millenium Copyright Act (DMCA). The Senior Computer Specialist partners with service teams in the development, design, and delivery of those services.


REQUIREMENTS:

Bachelor’s Degree in Computer Science, Information Management, Engineering, or related field or experience.

Minimum three years’ experience providing direct customer support in an enterprise help desk or service desk environment responsible for self-service, request fulfillment, incident management, problem and change resolution.

Demonstrated broad knowledge of hardware and software technologies with experience supporting a variety of productivity and email solutions for Microsoft Windows and Apple Macintosh systems for a diverse customer base consisting of personnel with various skill levels and technical backgrounds.

Experience with and demonstrated understanding of handling confidential material.

Demonstrated ability to work with minimal supervision both independently and in a collaborative team environment.

Demonstrated experience working in a fast-paced environment; ability to manage varied workload under pressure and time constraints, including escalation when appropriate.

Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.

Demonstrated ability to communicate on technical subjects effectively with non-technical faculty and staff.

Demonstrated excellent customer service skills driven by a desire to empower customer success and strong problem ownership orientation.

Demonstrated ability to collaborate with diverse groups of co-workers, colleagues and customers across multiple organizations while under the policies and constraints of a large public entity.

Experience working in a service-oriented organization.

DESIRED:

Experience with self-supporting service models including billing for on-demand support.

Experience with Microsoft Windows Active Directory, PowerShell scripting, shared file services and access control via groups, Unix tools, spreadsheet and wiki applications, and an enterprise-level Service Management tool such as ServiceNow, eDiscovery concepts and tools, DocuSign workflow management

Experience automating or improving recurring tasks, e.g. imaging workstations, using or writing PowerShell to query a database for multiple user’s information

ITIL Foundations V4 certification.

CONDITIONS OF EMPLOYMENT

Hybrid, open office environment, in office minimum two days per week.

Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are within Monday through Friday, 8 a.m.-5 p.m., this role will, on occasion, need to adjust hours to accommodate the business needs and deadlines. Attend and occasionally present at conferences.

This is an essential position and will be required to report to work remotely when UW suspends operations.

Application Process:The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.