The University of Southern Californiaâs (USCâs) Information Technology Services is seeking a talented Senior Learning Environments (LE) Support Analyst with an exceptional commitment to service excellence to join its team. As the Senior Learning Environments Support Analyst, you will be an integral member of the Learning Environments team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.
ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USCâs ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the universityâs mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.Â
We are looking for top talent to join us on our journey.
USCâs ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.
USC is the leading private research university in Los Angelesâa global center for arts, technology, and international business.Â With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Familyâthe faculty, staff, students, and alumni who make USC a great place to workâyou will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.
Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.
MINIMUM QUALIFICATIONS The candidate for the position of Senior Learning Environments Support Analyst must meet the following qualifications:
Bachelorâs degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
Five years of experience in information technology, customer service, or higher education.
THE WORK YOU WILL DO The Senior Learning Environments (LE) Support Analyst drives specialized technical and customer service support for faculty, staff, and students in general-use classrooms and computer labs on the University Park (UPC) and Health Sciences (HSC) campuses. The Senior Learning Environments Support Analyst delivers innovative solutions and customer service excellence to support operational effectiveness. As a member of ITS, the Senior Support Analyst demonstrates ITS values in action.
Job Accountabilities The Senior Learning Environments Support Analyst:
Participates in the design, installation, and maintenance of classroom teaching and learning technologies. Drives continuous improvement by providing clear and effective guidance to technical and customer service support staff.
Prioritizes support requests to minimize teaching and learning interruptions. Oversees service delivery and reviews performance metrics to identify opportunities for improvement.
Communicates positively and effectively with customers. Listens attentively, empathizes, and asks appropriate questions to identify customer needs and resolve issues. Shares timely information freely and openly with coworkers. Designs, writes, and edits technical user documentation. Ensures documentation is consumable by target stakeholder groups.
Ensures issue resolution procedures are documented in the ITS knowledge article library to decrease issue resolution time and minimize repeat problems. Documents metrics and outcomes to inform planning and anticipation of future business needs. Follows customer response and ticketing standards and ensure all incidents and requests are documented based on ITS procedures.
Prioritizes requests to ensure issues are addressed in an efficient and timely manner. Supports front-line teams in delivering flexible troubleshooting and support via phone and/or email. Provides in-person training, as needed. Consistently delivers best-in-class customer experience. Manages end-to-end oversight of internally escalated incidents and requests.
Facilitates continuous improvement by supporting the deployment of new technologies. Identifies opportunities to improve service delivery processes and procedures. Anticipates support requests and expectations. Provides clear and impactful first- and second-level customer guidance to technical and non-technical users.
Applies repeatable problem-solving and decision-making techniques to effectively identify and resolve customer issues. Identifies when routing or escalation is needed by performing root cause analysis. Develops and executes recommended procedures for problem prevention.
Supervises full-time staff and part-time student staff to ensure timely and effective service delivery in all customer locations.
Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
Supports the vision for Learning Environments. Works closely with team members and management to implement and support effective technology and procedural solutions. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.
MINIMUM QUALIFICATIONS The candidate for the position of Senior Learning Environments Support Analyst must meet the following qualifications:â¢ Bachelorâs degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience. â¢ Five years of experience in information technology, customer service, or higher education.â¢ Extensive experience supporting audiovisual (AV) technologies.â¢ Experience providing technical customer support in an operational environment.â¢ Ability to assess the criticality of problems and prioritize actions based on importance and urgency.â¢ Ability to develop positive working relationships and a strong rapport with team members.â¢ Strong collaboration, communication, and technical documentation skills.â¢ Experience presenting ideas and solutions in non-technical, business-friendly terms.â¢ Experience with customer issue ticketing systems. â¢ Experience supervising frontline customer service employees
Internal Number: REQ20195002
USC’s Viterbi School of Engineering has been one of the economic engines in Southern California and a vital hub in the California economy. The technical innovations and ideas generated by the Viterbi faculty and research community have resulted in countless innovations, many becoming the foundations for new companies, products and services. The thousands of students graduating each year bring new ideas and vitality to companies in California and beyond. With an annual research budget exceeding $205M each year, more than 46 research centers and institutes, more than 180 faculty members, 7,800 students and over 60,000 impassioned alumni world-wide, the Viterbi School is addressing some of the world’s great challenges.