Job Description:

Operations Center Specialist

Office of Information Technology

This position is responsible for management and support of the services in the OIT service portfolio. The Operations Center Team is responsible for driving our Incident Responses cases and Alerts via OpsGenie. Maintaining Application Portfolio in the Jira Service Management CMDB, coordination of all incident /problem management issues, and manages our Change Management process via Jira Service Manager (JSM). Responsibility also includes job scheduling, monitoring and reporting for scheduled jobs via Application Manager as well as monitoring nightly system backups.

All members of the service management team have the responsibility to work towards becoming a subject matter expert in one of the team's major responsibility areas and provide secondary support in all others. This is a dynamically changing environment as we adopt DevOps and agile methodologies in support of digital modernization efforts.

All team members are required to participate in rotation of 24 hour on-call for incident management. Normal business day group coverage from 7am-5pm. This position is approved for Remote Work.

Qualifications:

• Bachelor’s degree preferred

• Higher education experience preferred

• 2 -3 years’ experience within an IT service management environment

• ​ JSM – Jira Service Management experience – preferred

• Experience with automated job scheduling software

• Excellent oral and written communication skills

• Ability to adapt to a dynamically changing environment

• Demonstrate a service excellence focus

• Ability to acquire skills to be a subject matter expert in a service delivery specialty

• Ability to work effectively independently and as a member of a team

• Ability to complete assigned tasks on time

• Experience with day-to-day technical support and administration of ITSM tools

• Experience facilitating requests and tasks across technical teams

• Demonstrates a willingness and ability to support a diverse and inclusive environment.

• Demonstrated customer service skills

• Demonstrated organizational skills

Successful completion of a criminal background check and education verification is required.

Benefits of Working at Brown:

Information on the Benefits of Working at Brown can be found here (https://www.brown.edu/a-z/benefits-working-brown) .

Recruiting Start Date:

2024-12-06

Job Posting Title:

Operations Center Specialist

Department:

Office of Information Technology

Grade:

Grade 9

Worker Type:

Employee

Worker Sub-Type:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

37.5

Position Work Location:

Remote Eligible

Submission Guidelines:

Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

Still Have Questions?

If you have any questions you may contact employment@brown.edu.

EEO Statement:

Brown University is an E-Verify Employer.

As an EEO/AA employer (https://go.brown.edu/equal-employment-opportunity) , Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, and caste, which is protected by our University policies.