Grand Rapids Community College Grand Rapids , MI 49504
Posted 1 week ago
Org Marketing Statement
IT Service Management Technical Assistant- Contingency
May 20, 2024
Department: IT Services
Employee Group: Contingency Employee
Schedule: Part time. 28 hours per week
Compensation: $16.00
Reports to: IT Service Management Analyst
Posting Closes: Open until filled
SUMMARY
Under the supervision of the IT Service Management Analyst, the IT Service Management Technical Assistant is responsible for supporting service management applications, end user training, platform development, and data analysis. This role emphasizes optimizing processes, enhancing operational maturity, and improving the end user experience. Responsibilities include developing, managing, and supporting applications and knowledge systems, aligning business needs with solutions on the TeamDynamix platform. Utilizing Human-Centered Design principles, the assistant contributes to ongoing platform improvement initiatives for an enhanced user experience.
ESSENTIAL FUNCTIONS
Support configuration, functionality, and performance of applications within the ITSM platform
Develop templates, reports, services and forms within Service Management applications
Assist with editing and formatting of institutional processes and procedures within the College's knowledge base
Collect and analyze data, providing trends and findings to enhance the functionality of the platform
Apply Human-Centered Design best practices to improve user experience, ensuring solutions are user-friendly and intuitive
Assist with training users on basic and advanced features of the platform to ensure effective utilization
Promote knowledge management best practices to cultivate an environment dedicated to knowledge retention
Conduct audits to ensure data integrity within the platform
Identify and report data trends to team leadership
Accurately document and maintain records of all work within the service management platform
Stay updated on current industry trends related to IT Service Management and ensure compliance with industry standards and best practices
Regular attendance during normal scheduled hours is required. Being present is essential for serving users and performing the essential functions of this position
Perform other duties as assigned to support the IT Services department and its objectives
Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards
JOB SPECIFICATIONS
Education Credentials
Work Experience
Customer service background with technology emphasis preferred
Technical writing background preferred
Preferred understanding of Human Centered Design, Design Thinking, or User Experience development
Preferred previous experience in higher education
Skills
Experience producing technical documentation, including end-user guides, operational instructions, reports and process flows.
Exceptional communication skills, capable of explaining technical concepts to diverse audiences and maintaining positive relationships.
Proven ability to take initiative, make independent decisions, and manage multiple concurrent projects effectively
Outstanding organizational skills with high attention to detail in all tasks
Strong research skills, capable of identifying issues and developing effective solutions
Willing to maintain or acquire relevant certifications, training, or professional development
Physical Demands
Ability to work on a computer for extended periods of times, including typing, using a mouse, viewing a screen to complete tasks.
Sitting or standing for long periods of time while maintaining focus
Ability to occasionally lift and carry equipment up to 25 pounds.
Mental Demands
Ability to make sound and timely decisions
Ability to analyze complex issues, identify root-causes, and develop innovative solutions
Strong verbal and written communication skills
Efficiently manage time and prioritizing tasks
Ability to maintain confidentiality is required.
Working Conditions
GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
Must be flexible as hours may expand at different times of the semester to accommodate campus needs.
Work is in close proximity to other people in a shared office space.
METHOD OF APPLICATION
GRCC is only accepting online applications for this position at https://www.grcc.edu/jobs. Submit a cover letter and resume. The opportunity to apply for this position will close at the end of the day on the close date referenced at the top of this job posting. Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available.
NONDISCRIMINATION STATEMENT
Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.
Grand Rapids Community College