Working Title: Enterprise Service Support Specialist

　　Job Class: Information Technology Specialist 1

　　Agency: Minnesota State

　　Who May Apply : Open to all qualified job seekers

　　Date Posted : 01/22/2024

　　Closing Date : 01/29/2024

　　Hiring Agency/Seniority Unit : MN St Colleges & Universities / MNSCU Central Office-MAPE

　　Division/Unit : MnSCU System Office / MnSCU OOC Classified F - K

　　Appointment Type : Unlimited, Full-time

　　Work Shift/Work Hours : Day Shift

　　Days of Work :Two position offerings:1) Monday - Thurday 9:30am - 6:00pm, Friday 8:00am - 4:30pm 2) Tuesday - Saturday: Tu - Thur 8:30am - 5:00pm, Fri - Sat 8:00am - 4:30pm

　　Travel Required : No

　　Salary Range: $24.08 - $36.14 / hourly; $50,279 - $75,460 / annually

　　Classified Status : Classified

　　Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE

　　Location : St. Paul, MN

　　FLSA Status : Nonexempt

　　Telework Eligible : Upon hire a telework agreement will be created.

　　Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

　　Make a difference in the lives of Minnesotans.

　　The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

　　This level 1 Enterprise Service Support Analyst (SSA) position serves as the first point of contact and resource for students, faculty and staff using Minnesota State enterprise application services by analyzing, resolving or escalating incidents related to software applications, data integrity and reporting in order to ensure that customers have a positive and successful experience with Minnesota State enterprise software. The individual selected for this position needs to be reliable and have the flexibility to provide coverage for other shifts, including evenings and weekends.

　　Specific Duties Include:

　　Answering telephone calls, incidents submitted via customer relationship management tool (CRM), emails, live chats.

　　Diagnose, prioritize, resolve, or escalate incidents in a timely manner so that all clients receive accurate assistance.

　　Review and manage additions and alterations to the production batch scheduling system.

　　Assign priorities and make adjustments in order for production jobs to be processed according to scheduling guidelines.

　　Minimum Qualifications

　　Two year of experience in a high volume service desk environment, including use of incident management ticketing software.

　　Two year of experience in customer service, managing a business front-desk, greeting visitors, and/or operating multi-line phone.

　　Two year of experience in a team environment, multitasking and prioritizing workload.

　　Proven strong oral and written communication skills sufficient to communicate with customers and collaborate with the escalation team.

　　Recent experience demonstrating strong analytical and problem solving skills sufficient to resolve hardware/software issues.

　　Exhibited commitment to diversity, and the ability to work as a team member in a diverse environment.

　　Preferred Qualifications

　　Work experience/knowledge of IT Service Management (ITSM) principles; ITIL v4 Foundation certification.

　　Workday experience, particularly in higher education setting.

　　Additional Requirements

　　In accordance with the Minnesota State Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to Minnesota State‘s vehicle use criteria and consent to a Motor Vehicle Records check.

　　AN EQUAL OPPORTUNITY EMPLOYER

　　Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

　　Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email [email protected] . Please indicate what assistance is needed.