Scheduled Hours 40 Position Summary Responsible for the analytics and administration of enterprise network and computer systems infrastructure. This includes capacity assessments, forecasting, trending statistics for the shared services supported infrastructure. Requires Information Technology Infrastructure Library (ITIL) expertise. Using this framework oversee change management, incident and problem metrics with the Shared Infrastructure engineering divisions adherence to developed standards. Serve as liaison between the Systems Operations Center and the engineering divisions. Job Description Primary

Duties

&

Responsibilities

Infrastructure Service Lifecycle Analysis and Management Ensure solutions are in compliance with network and systems by performing regular audit requirements. Enhance user and systems documentation and/or training programs. Perform process-mapping and analysis and identify improvements. Analyze hardware and process workload, including traffic and utilization trends to provide engineering group infrastructure recommendations. Provides support to team members during service transition into operations. Interfaces with users, consultants, technical teams and vendors for new and changing technology to improve operational effectiveness. Ensure data integrity of Configuration Management Database (CMDB). Analyze patches for interoperability prior to deployment. Documentation Review and document moves, adds or changes and maintain processes. Perform design recommendations and audits to appropriate teams and update CMDB environment. Identify, label and report on installed infrastructure and operational processes. Work with Data Center team to create and maintain network and data center drawings and store in designated repository with revision information. Maintain, monitor and problem resolution Monitor enterprise networks and data centers remotely. Access networks and systems locally and remotely to identify and resolve issues and make/suggest improvements. Maintain and update monitoring infrastructure and automation tools. Respond to infrastructure alarms, taking appropriate action to classify, prioritize and resolve complex network and system issues. Effectively communicate incident status and technical issues to stakeholders. SOC Helpdesk and trouble tracking Work closely with other departments/organizations. Collaborating with other IT staff for requirements gathering and cross-functional tasks and issues. Respond to customer service requests in a helpful, professional manner. Respond to phone, email and ticket requests for services or troubles. Utilize trouble ticket system by documenting problems, progress and resolution. Communicate project/issue status with customers and stakeholders. Make approved network changes through proper change management procedures. Perform other duties as assigned.

Working Conditions

Job Location/

Working Conditions

Normal office environment Physical Effort Typically sitting at a desk or table Equipment Office equipment The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time. Required

Qualifications

Education

Bachelor’s degree or combination of education and/or experience may substitute for minimum education. Certifications/Professional Licenses: No specific certification/professional license is required for this position. Work

Experience

Relevant

Experience

(1 Year) Skills: Not Applicable Driver's License: A driver's license is not required for this position. More About This Job

Preferred Qualifications

CCNA/VCP/MCSA or equivalent. ITIL Foundations Certified. Higher-

Education

experience. Strong Knowledge of ITIL and key ITSM concepts. Excellent Written and Verbal Communication skills. Strong Customer Service skills. Knowledge of documentation standards. Ability to translate between technical concepts and business requirements. Ability to perform root-cause analysis, tracking known-errors and driving change. Knowledge and experience configuring and installing Cisco routers and switches. Knowledge and experience installing and maintaining ESX 5. Knowledge latest version of Windows Server 2008/2012. Knowledge of SAN and backup technologies. Ability to analyze deeply complex technical problems and projects independently. Ability to handle and prioritize multiple tasks in a fast paced environment. Customer Service Skills and Expertise: Must possess an aptitude for patience, professionalism, tactfulness and empathy; must have the ability to assess the specific needs of the customer and be able to communicate these appropriately; must possess the ability to clearly communicate with clients and team members through written and spoken word.

Preferred Qualifications

Education

Master's degree Certifications/Professional Licenses: Cisco Certified Network Associate (CCNA) - Cisco, ITIL Foundations - Axelos Global Best Practice, ITIL Foundations - Center for the Application of Information Technology, VMware Certified Advanced Professional (VCAP) - vmware by BROADCOM, VMware Certified Professional (VCP) - vmware by BROADCOM Work

Experience

No additional work experience unless stated elsewhere in the job posting. Skills: Business Requirements, Cisco Routers Switches, Communication, Customer Service, Driving Changes, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), Microsoft Windows Server, Multitasking, Prioritization, Professional Etiquette, Root Cause Analysis (RCA), SAN Servers, Tactfulness, Technical Knowledge, Tracking System, Working Independently Grade G12 Salary Range $58,400.00 - $99,700.00 / Annually The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget. Questions For frequently asked questions about the application process, please refer to our External Applicant FAQ. Accommodation If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request. All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Pre-Employment Screening All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits

Statement Personal Up to 22 days of vacation, 10 recognized holidays, and sick time. Competitive health insurance packages with priority appointments and lower copays/coinsurance. Take advantage of our free Metro transit U-Pass for eligible employees. WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%. Wellness Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more! Family We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered. WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us. For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/ EEO Statement Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information. Q: Can I create a job alert to notify me when jobs of interest are posted? A: Yes! After you create a Candidate Home account, you can set up and manage job alerts to be sent to you either daily or weekly, according to the filters you select. You can add, edit, or delete job alerts at any time. You will need to opt in to communications from WashU when you set up your first alert and will only receive alerts for jobs posted after the alert has been created. Set alerts today so you do not miss any new opportunities! Washington University in St. Louis' collective success is significantly attributed to the passion and outstanding efforts of our community. Our staff, faculty and trainees are committed to excellence and dedicated to carrying out our missions of research, teaching and patient care. WashU prides itself on being a place where people matter, and serious work is done. Our people work together in an inclusive community that celebrates diverse perspectives, collaboration and innovation. We are a community of individuals inspired to work together to develop big ideas and tackle challenging problems. We value the well-being of our people. WashU strives to create a positive employee experience where staff, faculty and trainees thrive, both personally and professionally. Our employees find meaning, connection and vitality in their work and life with a healthy work-life balance and support to learn, grow and make an impact at WashU, the community and the world. Useful Links Who We Are Human Resources

Benefits

Living in St. Louis Frequently Asked Questions Accommodation If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request. Regulatory Postings Know Your Rights: Workplace Discrimination is Illegal Poster (English; Spanish)