Job ID: 41883
Location: Evanston, Illinois
Department: IT Cyber Service Operations
The Quality Control Specialist is responsible for day-to-day control of the IT processing workflows across a heterogeneous environment of the University’s enterprise application systems. This on-call position provides centralized process management control and responds to urgent events when they occur to meet Service Level Agreements for 24/7 operational continuity of the enterprise workflow. Uses metrics to drive improvements in monitoring, detection, reporting, and resolution of issues. Under minimal supervision to schedule, diagnose, correct, and centrally control enterprise workflow. Works directly with system owners and IT support staff. Ensures extensive support documentation for IT workflows is current. Provides essential support for the institutions’ day-to-day operation, satisfies audit controls, and performs business continuity recovery efforts during IT-related service impacts.
Please note: Must be able to work flexible schedules including weekends, nights, holidays, and overtime with appropriate notice to provide on-call support rotating through a weekly on-call schedule. Must have Internet connectivity at home to work and provide support remotely off hours. An essential employee position and must respond to emergency situations.
- Centrally controls IT workflow processes through the use of sophisticated tools to automate business critical tasks and activities across enterprise application systems. Provides on-call support rotating through a weekly on-call schedule to maintain 24/7 integrity of IT workflows.
- Participates in University IT audits related to secure and reliable processing for IT operations. Responsible for implementing security measures to tighten and improve specific operational processes.
- Offers consulting services to business units on workflow control practices. Interacts daily with other IT units, service owners, and systems managers in activities related to automated IT processing and control.
- Point of contact with certificate issuers to request and handle IT security certificates for domains owned and controlled by Northwestern University. Provides a uniform process for controlled issuance, renewal, or revoking of certificates for centrally managed servers.
- Provides hands-on support for visitor kiosks used for physical security access control producing photo-ID badges and registering University data center guests.
- Four-year baccalaureate (BA) degree or the equivalent combination of education, training, and experience from which comparable skills and abilities can be acquired.
- Three years of customer service experience in a technical field with direct customer contact.
- One year experience in data center operations in a corporate environment, university, or military facility following standard operating procedures, job monitoring, and handling event and alarm response.
- Information security
- Microsoft Exchange
- Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
- Microsoft SharePoint
- Microsoft Teams
- CA Workload Automation for Job Scheduling
- critical thinking
- decision making
- problem solving
- read & interpret technical drawings
- Collaboration and teamwork
- Functional documentation
- Organizational skills
- Workflow development & documentation
Minimum Competencies: (Skills, knowledge, and abilities.)
- Excellent written and verbal skills.
- Excellent interpersonal communication skills when working with IT professionals, faculty, and staff.
- Working knowledge of enterprise level automated job scheduling software.
- Ability to comprehend complex systems, to understand the interrelationships between components and to anticipate how automated IT operations and workflow failures might occur.
- Ability to explain and absorb technical aspects of the work to both inform and take directions in time critical situations.
- Ability to instruct data center technicians on how to accomplish monitoring and respond effectively to aberrant conditions on a 24/7 basis for University-wide IT systems.
- Four-year baccalaureate (BA) degree in computer science or related engineering discipline.
- Five years of customer service experience in a technical field.
- Three years of experience in data center operations for corporate, university, or military facility following standard operating procedures, job monitoring, and handling event and alarm response.
- Experience working in Higher Education in a central Information Technology or data center.
- ITIL Fundamentals Certification (most recent level).
Preferred Competencies: (Skills, knowledge, and abilities)
- Attention to detail
- Conflict Management
- Computer Proficiency
- Customer Focus
The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information onEEO is the Law.