Job description
Position Information
Ball State is a great place to work! In fact, Forbes has ranked Ball State University as the fourth-best midsized employer—and the only recognized education institution—in the State of Indiana. Learn More
Position Title
Operations Coordinator
About this Opportunity
If you enjoy being in the middle of the action and delight in mentoring students this position might be for you. You’ll play a pivotal role in the Operations Control Center responding to IT system outages and coordinating those resolutions. You’ll also be responsible for supervising talented OCC students to provide 24/7 coverage in monitoring BSU’s critical IT systems. Come join our team, apply today.
Inclusive Excellence Statement
At Ball State University, inclusiveness and freedom of expression are a part of our enduring values and inform all of our efforts. We encourage applicants to familiarize themselves with our
Inclusive Excellence Plan to learn more about our commitment and to identify how you might contribute to these efforts.
Salary Grade
10
Wages Begin At
15.90
FLSA
Non-Exempt
Hrs/Week
40
Pre-Employment Screening
Requires successful completion of a background check.
Position Function
Coordinate the timely response, reporting, and monitoring to all campus-wide IT incidents and problems; provide physical security over-sight and auditing; provide initial response and resolution of technical issues within the Operations Control Center (OCC); provide oversight, training, and guidance for OCC student employees; provide utilization reporting from the Finesse system; maintain the operational environment and needed supplies within the OCC; act as Operations liaison between internal and external departments.
Minimum Education
Associate’s degree or equivalent in computer technology, business administration, social science, information technology or related field.
Minimum Experience
Over one through three years of related experience; good written and verbal communication skills.
Minimum Other
Authorization to work in the US
Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.
Preferred Education
Bachelor’s degree in computer technology, business administration, social science, information technology or related field.
Preferred Experience
Over three years of experience working with computers and consoles; time management and problem solving skills; supervisory experience.
Preferred Other
Position Title(s) Supervised
Students.
EEO Statement
Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.
About Ball State University
Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 22,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 120 undergraduate programs. We offer more than 140 master’s, doctoral, certificate, and specialist degrees, with many of them ranking among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.
Live Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana:
https://www.bsu.edu/about/live-near-your-work
There's more to discover IN Indiana! Visit the following link to learn more:
IN Indiana
Department
Information Technology Services:120040
Department Information
Department Email or Phone Number
285-1387
Duties & Responsibilities
Ranking
1
Job Duty
Monitor, analyze and troubleshoot ServiceNow requests and trouble tickets, console messages and wall monitors using standard protocols for local and hosted systems, including ERP Systems via multiple consoles (ServiceNow, Nexpose, SolarWinds, nform, UC4, IT System Status Page, Site 24 X 7, LobbyGuard).
Ranking
2
Job Duty
Respond to and take corrective action in response to system messages and failures by determining technical priorities based on set standards and documented procedures. Use vendor manuals and other documentation to report and/or resolve problems. Contact and communicate job and/or systems status with Enterprise Information System Services (EISS) and other support personnel.
Ranking
3
Job Duty
Perform monthly/quarterly security reviews of physical access to critical IT spaces, specifically Robert Bell (RB) Data Center & Burkart Building (BB). Coordinate with Key Control in generating access log reports for each site and reviewing them against the RB and BB Kiosks, and/or log sheets for discrepancies. Provide summary report to management for review and subsequent action.
Ranking
4
Job Duty
Gather information that impacts the OCC and coordinate the resolution of technical issues with support teams such as the System team and/or the UTS Help Desk and escalate issues per pre-established guidelines. Manage and complete problem reports and support tickets via ServiceNow system.
Ranking
5
Job Duty
Hire, train, and supervise OCC student workers; includes coordinating enhanced security access, scheduling, planning, recommending, and implementing policies and procedures. Maintain up-to-date Student Manuals on OneDrive while assuring they provide 24/7 coverage and excellent customer service.
Ranking
6
Job Duty
Analyze, respond to and initiate technical troubleshooting and resolution for hardware device malfunctions and system alarms within the data centers so corrective action can be determined. Contact and effectively communicate with departments/vendors via phone and email to resolve hardware issues.
Ranking
7
Job Duty
Work with the Director of Enterprise Operations to develop, create and administer technical policies and procedures and solution documentation for the OCC; consult with OCC members concerning problem areas and finding solutions. Provide utilization reporting from the Finesse system. Fill-in as needed in the absence of the Operations Control Center Manager.
Ranking
8
Job Duty
Manage and maintain SolarWinds monitored devices and the IT System Status Page website providing real-time system availability for critical IT Systems. Assist in the review of documented customer issues to allow for ERP Support to create solutions and future enhancements.
Ranking
9
Job Duty
Work with staff, faculty, and departments to promote better communications and customer service via the BSU Information Representative and OCC students. Collect, analyze, and report data to document project outcomes; generate and present reports using standard formats and graphical summaries; provide training and technical assistance as needed to implement project activities.
Ranking
10
Job Duty
Backup Ball State Information Representative who provide telephone assistance and general information to university offices, faculty, staff, students, and local, regional, national and international callers as needed.
Ranking
11
Job Duty
Maintain the operational environment and procure needed supplies for the OCC and Info Representatives.
Ranking
12
Job Duty
Serve as essential personnel; perform other related duties as assigned.
Ranking
13
Job Duty
Maintain regular and predictable attendance.
Posting Detail Information
Posting Number
202301242SF
Desired Start Date
05/15/2023
Position End Date (if temporary)
Open Date
04/19/2023
Close Date
05/15/2023
Open Until Filled
No
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