Position Summary

The Associate of IT Services will assist in the delivery and management of IT services, support end-users, and ensure the smooth operation of IT processes within NYU Shanghai.

Key Responsibilities:

- Advanced Technical Support: Serve as the primary escalation point for complex technical issues encountered by faculty, staff, and students, ensuring timely and effective resolution.

- Proactive Problem Solving: Identify and address potential IT problems before they impact operations, utilizing analytical skills and proactive measures.

- Onboarding and Offboarding Support: Facilitate the onboarding and offboarding processes for new students, faculty, and staff, ensuring smooth transitions and access to necessary resources.

- Identity Access Management: Resolve identity and access management issues for NYU Shanghai community members, maintaining secure and appropriate access levels.

- System Integration Expertise: Understand the integration between Workday, SailPoint, Active Directory, and other critical systems, ensuring seamless operation and data flow.

- Service Management: Oversee Google Services, Email Direct, and other global IT services, ensuring consistent performance and availability.

- IT Service Implementation: Support the implementation and continuous improvement of IT service management processes, adhering to university best practices.

- IT Service Announcements: Assist in drafting and disseminating announcements related to new IT services, service catalogs, and campus-wide IT updates.

- Communication Liaison: Act as a communication conduit between NYU Shanghai and NYU New York, facilitating information flow and collaboration.

- Internal Communication: Foster effective communication within the IT department and across other departments to ensure alignment on goals and initiatives.

- Stakeholder Engagement: Regularly engage with faculty, staff, and students to gather feedback and enhance the quality of IT services.

- Policy and Procedure Development: Assist in creating and updating IT policies and procedures to ensure compliance and operational efficiency.

- IT Service Desk Support: Monitor IT service desk tickets, providing guidance and ensuring issues are resolved efficiently.

- ServiceLink Monitoring: Monitor ServiceLink ticket assignments to ensure proper routing and timely resolution, addressing any routing issues promptly.

- SLA Management: Support the IT Services Manager in managing service level agreements (SLAs) and tracking performance metrics to meet service commitments.

- User Documentation: Develop and maintain comprehensive user guides, FAQs, and other documentation to assist end-users in utilizing IT services effectively.

- Documentation and Knowledge Management: Assist in the creation and maintenance of the IT Knowledge Base, internal Wiki, and regular IT newsletters to keep the community informed.

- Project Participation: Participate in IT projects, contributing to planning, execution, and thorough documentation to support project goals.

- Team Collaboration: Collaborate with IT team members to achieve shared objectives and deliver high-quality IT services.

- Mentorship: Provide guidance and support to junior staff members, aiding in their professional development and performance improvement.

- Professional Conduct: Maintain a professional and approachable demeanor in all interactions, fostering a positive and supportive IT environment.

Qualifications

- Bachelor’s degree in Information Technology, Computer Science, or a related field.

- Minimum 2 years of experience in an IT support or related role.

- Strong problem-solving skills and attention to detail.

- Excellent communication and interpersonal skills

- Ability to work independently and as part of a team.

- Strong organizational and time-management skills.

Preferred Qualifications:

- Experience in an academic or educational environment.

- Knowledge of IT service management frameworks (e.g., ITIL).