Administrative/Support, Information Technology, Project/Program Management/Planning, Staff/Administrative
As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world. UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a "Great College to Work For" for five consecutive years. UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW's IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service.UW-IT Customer Service & Support (CSS) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CSS operates the Service Center assisting the UW community; monitors and troubleshoots UW local and regional networks, University systems and applications; and collaborates with UW partners to develop strategic customer solutions. CSS leads efforts on customer experience to ensure all interactions UW-IT has with customers consistently produce positive outcomes.UW-IT has an outstanding full time opportunity for a Network Operations Specialist.The Network Operations Specialist of Customer Service and Support (CSS) is specifically responsible for providing frontline support for monitoring, troubleshooting, and reporting on UW-IT's state-of-the-art data and telecommunications network environment that is based on Internet protocols, non-network and infrastructure services.The Network Operations Specialist partners with UW-IT service teams in the development, design and delivery of those services.This position requires in-depth knowledge of the OSI 7-layer model and experience with the following network technologies and protocols:Layer1: Ethernet, Wi-Fi, Optical transports such as DWDMLayer2: Ethernet, Wi-Fi, VLANS, LACPLayer3: IPv4, IPv6, OSPF, BGP, MPLS, MulticastOther: SNMP, VOIP, DHCP, DNS, Routing and number registriesThis individual interacts with local, regional, and national service providers to facilitate incident management, request fulfillment, and problem resolutions. He/she ensures high quality by proactively contributing recommendations for improvement regarding documentation and processes for various services and tools and contributing toward those improvements which are prioritized by service managers.REQUIREMENTS:Bachelor's Degree in Computer Engineering, Computer Science, or related field.Minimum of three years' experience network troubleshooting and incident management in a large and complex network or operations environment.Demonstrated experience using network management tools (e.g. Solarwinds Orion NPM/NCM) and ticketing systems (e.g. ServiceNow).Demonstrated excellent written/oral communication skills for technical and non-technical customers, technical documentation skills, user liaison skills, and personal interaction abilities. Experience and understanding of handling confidential material.Ability to work with minimal supervision, both independently and as part of a team in a fast-paced environment.Ability to manage varied workload under pressure and time constraints, including escalation when appropriate.Demonstrated excellent customer service skills driven by a desire to empower customer success and strong problem ownership orientation.Proven record of:Continuous learningCreating strong and supportive team relationshipsAbility to mentor and coach; make decisionsEquivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.DESIRED:ITIL Foundations certification or equivalent experience.Working experience with the following systems/platforms:Solarwinds Orion network management system, ServiceNow, Atlassian Confluence, Google suite.Working experience with networking system platforms/network devices:Juniper, Cisco, HP.Experience in advanced networking technology including:BGP, Multicast, MPLS, QoS, VRF, and VLAN.Experience working in a service-oriented organization.Experience in a major higher education, research, and/or medical/healthcare organization.CONDITIONS OF EMPLOYMENT:The person in this position will be working in a 24x7x365 operational environment and must be willing to work weekends, holidays, and non-standard work hours as scheduled.Work in an open office environment with daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization focused on problem-solving.Working Hours: Sunday through Wednesday 9:30pm - 8:00am. Actual start day/time is Saturday 9:30pm - Sunday 8:00am for four consecutive days.The person in this position will, on occasion, need to adjust hours to accommodate business needs, deadlines or respond to emergency situations, and may on occasion work a different schedule on an ad-hoc or semi-permanent basis.Required to be in an on-call rotation and to respond in a timely and appropriate fashion while on-call to ensure coverage during unexpected events.This is an essential position and is required to report to work remotely when UW suspends operations.Application Process:The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.