Scheduled Hours

40

Position Summary

Responsible for the analytics and administration of enterprise network and computer systems infrastructure. This includes capacity assessments, forecasting, trending statistics for the shared services supported infrastructure. Requires Information Technology Infrastructure Library (ITIL) expertise. Using this framework oversee change management, incident and problem metrics with the Shared Infrastructure engineering divisions adherence to developed standards. Serve as liaison between the Systems Operations Center and the engineering divisions.

Job Description

Infrastructure Service Lifecycle Analysis and Management

• Ensure solutions are in compliance with network and systems by performing regular audit requirements.
• Enhance user and systems documentation and/or training programs.
• Perform process-mapping and analysis and identify improvements.
• Analyze hardware and process workload, including traffic and utilization trends to provide engineering group infrastructure recommendations.
• Provides support to team members during service transition into operations.
• Interfaces with users, consultants, technical teams and vendors for new and changing technology to improve operational effectiveness.
• Ensure data integrity of Configuration Management Database (CMDB).
• Analyze patches for interoperability prior to deployment.

Documentation

• Review and document moves, adds or changes and maintain processes.
• Perform design recommendations and audits to appropriate teams and update CMDB environment.
• Identify, label and report on installed infrastructure and operational processes.
• Work with Data Center team to create and maintain network and data center drawings and store in designated repository with revision information.

Maintain, Monitor and Problem Resolution

• Monitor enterprise networks and data centers remotely.
• Access networks and systems locally and remotely to identify and resolve issues and make/suggest improvements.
• Maintain and update monitoring infrastructure and automation tools.
• Respond to infrastructure alarms, taking appropriate action to classify, prioritize and resolve complex network and system issues.
• Effectively communicate incident status and technical issues to stakeholders.

SOC Helpdesk and Trouble Tracking

• Work closely with other departments/organizations. Collaborating with other IT staff for requirements gathering and cross-functional tasks and issues.
• Respond to customer service requests in a helpful, professional manner.
• Respond to phone, email and ticket requests for services or troubles.
• Utilize trouble ticket system by documenting problems, progress and resolution.
• Communicate project/issue status with customers and stakeholders.
• Make approved network changes through proper change management procedures.

Perform other duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Relevant Experience (1 Year)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Preferred Qualifications

• CCNA/VCP/MCSA or equivalent.
• ITIL Foundations Certified.
• Higher-Education experience.
• Strong Knowledge of ITIL and key ITSM concepts.
• Excellent Written and Verbal Communication skills.
• Strong Customer Service skills.
• Knowledge of documentation standards.
• Ability to translate between technical concepts and business requirements.
• Ability to perform root-cause analysis, tracking known-errors and driving change.
• Knowledge and experience configuring and installing Cisco routers and switches.
• Knowledge and experience installing and maintaining ESX 5.
• Knowledge latest version of Windows Server 2008/2012.
• Knowledge of SAN and backup technologies.
• Ability to analyze deeply complex technical problems and projects independently.
• Ability to handle and prioritize multiple tasks in a fast paced environment.
• Customer Service Skills and Expertise: Must possess an aptitude for patience, professionalism, tactfulness and empathy; must have the ability to assess the specific needs of the customer and be able to communicate these appropriately; must possess the ability to clearly communicate with clients and team members through written and spoken word.

Preferred Qualifications

Education:

Master's degree

Certifications/Professional Licenses:

Cisco Certified Network Associate (CCNA) - Cisco, ITIL Foundations - Axelos Global Best Practice, ITIL Foundations - Center for the Application of Information Technology, VMware Certified Advanced Professional (VCAP) - vmware by BROADCOM, VMware Certified Professional (VCP) - vmware by BROADCOM

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Business Requirements, Cisco Routers Switches, Communication, Customer Service, Driving Changes, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), Microsoft Windows Server, Multitasking, Prioritization, Professional Etiquette, Root Cause Analysis (RCA), SAN Servers, Tactfulness, Technical Knowledge, Tracking System, Working Independently

Grade

G12

Salary Range

$58,400.00 - $99,700.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.