Details
Posted: 24-Jul-22
Location: Pittsburgh, Pennsylvania
Type: Full-time
Salary: Open
The Computing Services central IT department provides services that have strategic impact on university goals. We make decisions based on interaction and valuable input from colleagues engaged in the education, research and administration efforts of the university. We are a learning organization and approach successes and mistakes as a learning experience to continually cultivate a culture of intelligent risk taking. Join us and be part of a team committed to excellence innovation, diversity, team and individual growth.
Carnegie Mellon University's department of Computing Services is searching for a Customer Success Analyst. This is an excellent opportunity for someone who thrives in an interesting and challenging work environment. You will contribute to the department by providing essential support by supporting Desktop Support Program customer and business/logistical support to the Desktop Support Program.
Your core responsibilities will include:
Have a deep understanding of services offered by Computing Services and our external partners. Know how various university systems interact with our services.
Develops internal workflows to support DSP/Lease IT/Managed hardware annual billing processes. Assists Manager with creating, updating and managing Service Level Agreements
Develops and implements procedures for tracking assets. Oversees quality control throughout the asset(s) lifecycle including the return of asset(s) at end of life
Responsible for creating, updating, and maintaining all asset records within numerous systems and databases
Coordinate Asset replacement schedule including:
Generates reports and notifies manager before lease agreement expires to prepare for refresh
Coordinate with manager, consultants, and internal customers on equipment setup and deployment
Schedule deployment of refreshed computer equipment
Work with Information Security in scrubbing HDD before returning equipment to the vendor
Manages insurance/warranty claims/replacement
Creates and maintains internal customer documentation including customer profiles.
Develops process and workflow for logging and updating internal documentation within departmental shared repository.
Provides support to leadership in areas of project documentation maintenance and process improvement initiatives.
Participates in the development and maintenance of IT support knowledge and internal training documentation.
Schedule appointments for onsite support and machine deployments. Planning and leading projects, including staff coordination.
Performs data mining, trend analysis, metric and report production, process maturity and compliance assessment, process flow charting, and iterative process activities (e.g. validity checks, change reviews, data quality checks, and process reviews).
Participate in IT Service Desk or divisional projects
Other duties as assigned
Flexibility, excellence, and passion are vital qualities within Computing Services. Inclusion, collaboration and cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who is able to effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.
Qualifications:
Bachelor's degree required
3-5 years of experience in any of the following areas:
End User Support Experience Help Desk Experience Interpersonal Skills
Network Administration Experience Operating System Administration Experience Problem-Solving and Reasoning Skills Technical Skills
Workstation Support Experience
Or a combination of education and relevant experience from which comparable knowledge
Requirements:
Are you interested in this exciting opportunity?! Apply today!
CMU's COVID-19 Vaccination Requirements: As a condition of employment, Carnegie Mellon University requires all staff and faculty working in the United States to be fully vaccinated, including a booster when eligible, against COVID-19. Prior to commencement of employment, new hires in the United States must provide proof of vaccination or obtain an approved exemption. (Exemptions may be requested for medical reasons or for religious or strong moral or ethical conviction.) Those granted an exemption must comply with all applicable COVID-19 mitigation requirements. The most up-to-date information on CMU's COVID-19 mitigation requirements can be found here: Minimum Requirements to Return to Campus.
Location
Pittsburgh, PA
Job Function
Systems Administration and Support
Position Type
Staff - Regular
Full Time/Part time
Full time
Pay Basis
Hourly
More Information:
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Click here to view a listing of employee benefits
Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran.
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