IT Business Svc Specialist

Job ID: 275931
Location: Augusta University
Full/Part Time: Full Time
Regular/Temporary:

*

About Us

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 10,500 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences. Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values make Augusta University an institution like no other.

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

College/Department Information

The Division of Information Technology is the backbone of Augusta University. IT manages all Augusta University systems, networks, data, and applications while safeguarding our digital information. IT strives to provide stable, reliable, and secure IT access for students, faculty, staff, clinicians, patients, researchers, and visitors. As the central IT service provider for Augusta University and many of AU Health's IT services, IT is responsible for Augusta University's most critical IT resources including the wired and wireless network; email, telephone, and online collaboration services; information security; software licensing; and a host of other systems and applications.

Job Summary

The IT Business Service Specialist will serve as a functional administrator for VOIP, Wireless, GTA, and AT&T billing and policy processes and will maintain an inventory of all telecommunication-related information. The IT Business Service Specialist will play an essential part in streamlining processes with automated solutions for both internal and external customers. This individual will work as an integral part of the IT Business Operations team to support the Information Technology Department.

Responsibilities

Duties include, but is not limited to:

CONTRIBUTES TO THE EFFICIENT USE OF VOICE OVER IP (VOIP): Assisting with the ongoing development of customer service standards. Develop and understand various operational processes with the goal of improving billing efficiencies. Seek solutions to non-standard matters without overreacting or causing a negative experience for the customer or the team. The ability to determine operational objectives by studying the billing functions, gathering data, evaluating the output, understanding divisional reporting needs and developing creative solutions. Assist with compilation and analysis of data to determine patterns and define solutions to include long-range budget plans. Provide periodic and/or ad-hoc reports; Perform queries, format reports, interpret data, and provide on-point analysis focused on driving decisions. Develop management reports to support customers, and IT operations management. Report program effectiveness to internal and external customers by preparing project reports from collected data and analyzing and summarizing information and trends.

INTERFACE BETWEEN UNIVERSITY DEPARTMENTS WITH TELECOMMUNICATION: Maintaining relationships and regular communication with managers. Conducting periodic departmental telephony audits. Mentor and assist with telephony training. Work with all relevant team members to ensure tickets are resolved and proper authorization is received.

MAINTAINS AN AUTHORITATIVE DATABASE OF ALL TELEPHONY INFORMATION: Vendor, Phone Numbers, Devices, Serial Numbers, Department assigned, Room location, Budgetary approval, Financial Information, History of lines, All other necessary information to maintain a thorough, comprehensive database.

SUPPORTS IT EFFORTS: Supports Information Technology's efforts to uphold the USG IT Procurement and install of software purchases and renewals across campus. Reviews all software purchases and install requests submitted through service now. Submits all requests to cybersecurity for review and/or workstation support for install. Maintains the AU software approval list.

GRAPHPAD LICENSE: Receives all GraphPad license requests submitted to IT for install through ServiceNow. Handles all billing associated with GraphPad licensing.

OTHER DUTIES: Performs other duties as assigned.

Required Qualifications

Bachelor's degree from an accredited college or university

OR

Associate's degree from an accredited college or university with 3 years of experience performing progressive administrative responsibilities in office management, financial management, and/or administration.

Preferred Qualifications

Experience in an academic environment.

Knowledge, Skills, & Abilities

KNOWLEDGE

Proficient in Microsoft Office and other computer software/databases

Familiarity with Adobe Acrobat (using and modifying PDF documents) is recommended.

SKILLS

Excellent interpersonal, written, and verbal communication skills.

Detail-oriented with strong organizational, prioritization, and customer service skills.

Have strong critical thinking skills and reading comprehension, highly organized and behave and communicate professionally and confidently.

Must have a strong sense of initiative and be able to prioritize and multitask in a fast-paced, high-pressure environment.

ABILITIES

Ability to maintain confidentiality.

Ability to use standard office equipment, including multi-functional printers.

Ability to write reports and prepare business letters, emails, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech.

Shift/Salary/Benefits

Shift: Days; Monday- Friday (work outside of normal business hours may be required)

Pay Band: B6

Salary: $43,888/ annually

Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position

Recruitment Period: Until Filled

Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.

Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.

Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!

Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University.

If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage.

Motor vehicle reports are required for positions that are required to drive an Augusta University vehicle.

For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.

All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.

Other Information

This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. \"Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success.\"

Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited.

Equal Employment Opportunity

Augusta University is proud to be an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.

How To Apply

Consider applying with us today!

https://www.augusta.edu/hr/jobs/ Search Job ID:275931

Select University Faculty & Staff > External Applicants if you are a candidate from outside the university

Select University Faculty & Staff > Internal Applicants if you are a current university employee

If you need further assistance, please contact us at 706-721-9365


To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=12000&JobOpeningId=275931&PostingSeq=1

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