Department: IT Cyber Proc & Info Platform Salary/Grade: ITS/78
Completes system installation and management, system monitoring and performance tuning, diagnostics and troubleshooting, user support coordination, backup and storage management, data center maintenance, and other related tasks.
This position is an entry 3rd level support role, responsible for support in the operation and maintenance of Northwestern University’s Distributed Application Platform Services Team (CI-PS_DAPS), consisting of a virtual and physical infrastructure and multiple application environments both on and off-premise. You will actively participate in the management of operating systems (LINUX & Windows) and installation of software applications while familiarizing yourself with a wide range of platforms supported throughout the University. Operational aspects of role involve maintaining the environment to optimal working efficiency, scripting and bringing to bear automation tools, facilitating and executing scheduled related activities, customer service, and collaboration. In addition, you will be responding to support queue requests and resolving computing related events. You will work closely with the several business partners within NUIT as well as departments throughout the University.
Please note: 24 x 7 on call support. Occasional weekend and evening work.
Work with business partners to create long-term solutions to incidents that may arise to avoid future re-occurrence.
Work in conjunction with fellow DAPS Members to develop best practices to support business partner environments.
Ensure Stable Operations (StableOPS) of all assigned products in conjunction with DAPS Team Members.
Creates and maintains user accounts, security, permissions, and file systems in accordance with standards and operational requirements
Develops and promotes standard operating procedures.
Conducts routine infrastructure audits to ensure compliance with established standards, policies, and configuration guidelines.
Administration of the Operation Systems (LINUX & Windows) of multiple environments.
Familiarize and gain expertise with various software applications deployed throughout the University
Consults and collaborates with several business partners including members of the NUIT community to diagnose and resolve problems in a timely fashion while stressing effective user service.
Utilizes available tools to monitor and measure system performance, use forecast models, and document and track system and operational metrics.
Familiarize and create scripts where applicable to gain efficiency in management of assigned environments.
Monitors and tunes the system to achieve optimum performance levels.
Ensures infrastructure integrity by evaluating, implementing, and managing appropriate solutions.
In collaboration with DBA, Infrastructure (CI-PS_INF), and Networking (CI-TNS), perform ongoing support and maintenance for systems and related applications.
Prioritizes, troubleshoots and resolves issues.
Manages small project efforts for the team.
Performs other duties as assigned.
Successful completion of a full 4 year course of study in an accredited college or university leading to a bachelor’s or higher degree in a major such as Computer Science, Information Technology, or related field; OR appropriate combination of education and experience.
5 years IT Support administration or equivalent experience required.
Please see requirements below.
InfoEd (Grants Administration)
PeopleSoft Campus Solutions (SES)
PeopleSoft Financials/SCM (NU Financials)
PeopleSoft HRMS (FASIS)
BOX Collaborative Storage
Linux Operating System
Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
Symantec NetBackup (or other)
Windows Operating System
Programming Languages and Frameworks:
Scripting and Automation
Read & interpret technical drawings
Collaboration and teamwork
Customer service skills
Minimum Competencies: (Skills, knowledge, and abilities.)
Strong customer service interaction and background
Robust troubleshooting skills
Excellent verbal and written communication skills, including ability to communicate technical details to non-technical audience
Attention to detail
Successful completion of a full 4 year course of study in an accredited college or university leading to a bachelor’s or higher degree in a major such as computer science, information technology, or related field; or appropriate combination of education and experience
Strong background with customer service interaction
Proven ability to work with multiple technology partners (e.g. DBA, Infrastructure,
Internal Number: 39635
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.