Full job description Information Services Analyst Job no: 495768
Work type: Full-time Hourly
Location: Overland Park Main Campus
Categories: Information Technology
Position, Department: Information Services Analyst, Operations
Type of Position: Full-time Hourly, Non-Exempt
Work Schedule, Hours per week: Monday-Friday, 7:30 AM to 4:30 PM, 40 hours per week
Pay Range: 24.16-30.20 and determined based on relevant years of work experience.
Opportunity for hybrid schedule: Yes
Benefits Category: Full-time Benefits
Position Summary: The Information Services Analyst is responsible for department metrics, ticket workflow, training new team members, and knowledge base development.
Required Qualifications: Associate Degree, preferably in a Computer or Business related area, or equivalent combination of completed college-level classes, Technology certifications and related work experience. Proficiency in gathering metrics, performing detailed analysis, and providing recommendations based on the results of key performance indicators. Two years of technology support work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills. Functional knowledge of computers and basic networking protocols with proficiency in Microsoft 365, Windows 11, and Mac OS. Two years experience working in a technical support center environment. Technical writing experience. Foundational understanding of ITIL and ITSM components. Experience working with an ITSM ticketing application.
Preferred Qualifications: Previous experience in higher education. Previous experience with TeamDynamix. Ability to visualize process workflows within various Information Technology systems
To be considered for this position we will require an application, resume and cover letter.
Unofficial transcripts are required for all Adjunct faculty and Faculty positions. Position Details: Job duties include but are not limited to: Generate Information Services department wide metrics. Provide detailed analysis of collected data to assist in identification of key support trends. Participate integrally on Major Incident and Problem Management teams. Perform Information Services ticket reviews to ensure timely resolution, as well as ensure tickets are properly documented to aid in gathering accurate metrics. Facilitate Knowledge Base development for new and existing articles. Mentor/Coach new and existing TSC team members. Perform inventory of department toner and check out equipment. Provide backup assistance during periods of high traffic volume to the Technical Support Center via phone, email, chat, and in person support. Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity. About JCCC: Established in 1969, Johnson County Community College is dedicated to transforming lives and strengthening communities through learning. Located in Overland Park, Kansas, JCCC has enjoyed a national reputation for educational excellence and student success for more than 50 years. That's five decades dedicated to smaller class sizes, more resources and a thriving campus culture – not to mention our competitive tuition rates and extracurricular experiences that transcend the norm.
Equal Employment Opportunity: JCCC provides equal opportunities and equal access to all individuals and is an affirmative action employer. JCCC does not discriminate on the basis of sex, race, color, national origin, ancestry, disability, age, religion, marital status, parental status, military status, veteran status, sexual orientation, gender identity, genetic information or other factors that cannot be lawfully considered in its programs and activities, which includes employment and admissions, in accordance with Titles VI and VII of the Civil Rights Act of 1964, the Equal Pay Act of 1963, the Age Discrimination in Employment Act of 1967, the Age Discrimination Act of 1975, Executive Order 11246, Title IX of the Education Amendments of 1972, Section 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, the Vietnam Era Veteran's Readjustment Assistance Act, the Jobs for Veterans Act of 2002, the Kansas Acts Against Discrimination and all other applicable civil rights and nondiscrimination laws.
Inquiries concerning JCCC's compliance with its nondiscrimination policies (including Title IX, Title VI and Section 504 inquiries) may be referred to a Title IX Coordinator (), or Director of Human Resources, or the Dean of Students and Learner Engagement at Johnson County Community College, 12345 College Blvd, Overland Park, KS 66210, ; or to Office for Civil Rights, Kansas City Office, U.S. Department of Education, One Petticoat Lane, 1010 Walnut Street, Suite 320, Kansas City, MO 64106, Telephone: ,Facsimile: , Email to: .
Disclosure: If you need any assistance throughout the search process, please reach out to the HR Generalist for this position. In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. Many departments require those selected for hire to submit a certified transcript for all degrees obtained. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.
If you are an applicant requesting assistance or a reasonable accommodation in the application process, please contact the Office of Human Resources at , or email .
Advertised: 08 Apr 2024 Central Daylight Time
Applications close: 24 Apr 2024 Central Daylight Time
