Please make sure to read the job posting in its entirety as it reflects both the University roles and responsibilities, followed by the specific description.
44450 ITS Operations & Service Management
About the Unit
IT Services collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services.
Responsible for the design, implementation, and maintenance of new and existing applications, systems architecture, and network infrastructure. Ensures operation and security of all servers and networks. Configures, installs, maintains and upgrades applications and hardware for the organization's infrastructure and for end-user devices.
Career Track and Job Level
Plans and develops network systems by applying engineering, hardware, and software design theories and principles to develop a compatible system infrastructure in line with University strategies.
P4: Requires specialized depth and/or breadth of expertise. Interprets internal or external University issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. May lead cross-functional or divisional teams or projects.
The job leads and provides expertise to the development of programs for network systems by applying engineering, hardware, and software design theories and principles to create a compatible system infrastructure aligned with University strategies.
The following responsibilities represent Strategy & Planning.
The following responsibilities represent Partnerships.
6) Develop strong, collaborative partnerships with IT colleagues, vendors, and other stakeholders to design, document, and implement new voice services and provide enhancements to existing services that meet business objectives and relevant service-level agreements.
7) Manage 3rd-party relationships relating to voice services (AT&T, Cisco, Spok, etc.)
The following responsibilities represent Leadership.
8) Provide team leadership, knowledge transfer, and technical mentoring to voice engineering team members; and aligns roles and responsibilities appropriately.
9) Promote collaborative partnerships between team members and with other IT groups.
10) This role will act as a subject matter expert, responding in a leadership capacity to operational issues, providing technical expertise, and guiding team response.
The following responsibilities represent Support.
11) Oversee Tier 3 support process for trouble-tickets relating to voice services and ensure tickets are resolved with a high level of proficiency and customer service.
12) Provide escalation support for problems, resolving issues or providing guidance to assist team in problem resolution.
13) Consult with other technology teams to ensure timely and effective assessment and resolution of problems.
14) Manage all aspects of incident/outage investigation and resolution; ensure remediation progress is tracked and team members are providing progress updates.
15) Participate in regular on-call rotation.
The following responsibilities represent Communication.
16) Lead team in the documentation, communication, and follow-through with customers, colleagues, management, campus IT partners, and vendors.
17) Document and maintain technical specifications, voice network infrastructure topology, and diagnostic procedures to ensure a high level of production quality, reliability, and availability.
18) Communicate with management on the status of projects and problem resolution efforts.
The following responsibilities represent Professional Development.
19) Attend product, technology, and vendor workshops; review professional publications, and attend approved training to further career as necessary to maintain awareness of current and emerging tools, techniques, and products in industry with a deep understanding of how they best integrate into an overall technical architecture.
Education, Experience, and Certifications
Minimum requirements include a college or university degree in related field.
Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.
Cisco Certified Network Associate (CCNA) - Cisco
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.
Depends on Qualifications
Scheduled Weekly Hours
Drug Test Required
Health Screen Required
Motor Vehicle Record Inquiry Required
Remove from Posting On or Before
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
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