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Grand Rapids Community College IT Service Management Technical Assistant- Contingency in Grand Rapids, Michigan

IT Service Management Technical Assistant- Contingency

IT Service Management Technical Assistant- Contingency

May 20, 2024

Department: IT Services

Employee Group: https://www.grcc.edu/faculty-staff/human-resources/employee-groups-resources/employee-groups/contingent-employees

Schedule: Part time. 28 hours per week

Compensation: $16.00

Reports to: IT Service Management Analyst

Posting Closes: Open until filled

SUMMARY

Under the supervision of the IT Service Management Analyst, the IT Service Management Technical Assistant is responsible for supporting service management applications, end user training, platform development, and data analysis. This role emphasizes optimizing processes, enhancing operational maturity, and improving the end user experience. Responsibilities include developing, managing, and supporting applications and knowledge systems, aligning business needs with solutions on the TeamDynamix platform. Utilizing Human-Centered Design principles, the assistant contributes to ongoing platform improvement initiatives for an enhanced user experience.

ESSENTIAL FUNCTIONS

• Support configuration, functionality, and performance of applications within the ITSM platform • Develop templates, reports, services and forms within Service Management applications • Assist with editing and formatting of institutional processes and procedures within the College's knowledge base • Collect and analyze data, providing trends and findings to enhance the functionality of the platform • Apply Human-Centered Design best practices to improve user experience, ensuring solutions are user-friendly and intuitive • Assist with training users on basic and advanced features of the platform to ensure effective utilization • Promote knowledge management best practices to cultivate an environment dedicated to knowledge retention • Conduct audits to ensure data integrity within the platform • Identify and report data trends to team leadership • Accurately document and maintain records of all work within the service management platform • Stay updated on current industry trends related to IT Service Management and ensure compliance with industry standards and best practices • Regular attendance during normal scheduled hours is required. Being present is essential for serving users and performing the essential functions of this position • Perform other duties as assigned to support the IT Services department and its objectives • Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards

JOB SPECIFICATIONS

Education Credentials

• Associates degree in Computer Applications, English composition, or Business is preferred

Work Experience

• Customer service background with technology emphasis preferred • Technical writing background preferred • Preferred understanding of Human Centered Design, Design Thinking, or User Experience development • Preferred previous experience in higher education

Skills

• Experience producing technical documentation, including end-user guides, operational instructions, reports and process flows. • Exceptional communication skills, capable of explaining technical concepts to diverse audiences and maintaining positive relationships. • Proven ability to take initiative, make independent decisions, and manage multiple concurrent projects effectively • Outstanding organizational skills with high attention to detail in all tasks • Strong research skills, capable of identifying issues and developing effective solutions • Willing to maintain or acquire relevant certifications, training, or professional development

Physical Demands

• Ability to work on a computer for extended periods of times, including typing, using a mouse, viewing a screen to complete t

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