9178BR

Position Title:

Service Center Analyst III

Organization:

ITS RSC Operations

Job Responsibilities:

• Provide support for multiple departments with an emphasis on Human Resources and/or Controller's Office (Accounting, Procurement, Timekeeping, etc) questions and concerns.

• With energy and enthusiasm, provide coordination, clear communication and, whenever possible resolution, via phone, chat or tickets with members of the RIT community.

• Thoroughly document user requests within enterprise ticketing system and knowledge base. Provide first contact resolution per documented expectations.

• Represent RIT Service Center on project teams and participate in internal projects to aid in continuous improvement.

• Lead and assist with various internal projects to improve quality of service delivery

Scope

Problems and issues faced are unclear and varied, and requires analysis, judgment, experience to understand and resolve. Work consists of tasks that are typically not routine. Work on difficult problems that require significant judgment and initiative. Applies full range of specialized skills and job knowledge; has broad knowledge of operational processes, systems and /or procedures with ability to adapt and apply to accomplish assigned tasks. Independently proposes solutions to problems, requiring innovation and creativity. Work is performed independently under minimal guidance/limited supervision and assigned in the form of desired expectations. Responsible for providing guidance, coaching and training to other employees within job area.

FLSA Category:

Non-exempt

Requisition Number:

9178BR

College/Division:

Finance & Administration

Required Application Documents:

Cover Letter, Curriculum Vitae or Resume

Employment Category:

Fulltime

Additional Details:

In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities. RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-475-2424 or email your request to hr@rit.edu. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Required Minimum Education Level:

Bachelors or Equivalent Experience

How To Apply:

In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff . Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.

Wage Band (https://www.rit.edu/fa/humanresources/content/staff-wage-grade-bands) :

116H

Required Qualifications:

• 5 to 7 years' experience in a direct customer support role in a call center or high volume office environment

• Experience answering questions or resolving issues for multiple departments or lines of business

• Excellent written and verbal communication skills

• Detail Oriented and highly organized with capability to work independently

• Demonstrated ability to handle high volume support situations

Preferred Qualifications:

• Support experience in Human Resources or Controller's Office (Accounting, Procurement, Timekeeping, etc)

• Highly reliable with consistent attendance record

• Excellent critical thinking skills

Department/College Description:

Information and Technology Services (ITS) is committed to serving the university's information technology needs. We provide development, maintenance, and support for centralized administrative applications, technology infrastructure, and client computing, as well as support and advice for a wide variety of other information technology needs. Our vision is to be a catalyst driving the success of RIT through fast, flexible and personalized services.

Shift:

Day

What do we believe at RIT?:

Rochester Institute of Technology is a diverse and collaborative community of engaged, socially conscious, and intellectually curious minds. Through creativity and innovation, and an intentional blending of technology, the arts and design, we provide exceptional individuals with a wide range of academic opportunities, including a leading research program and an internationally recognized education for deaf and hard-of-hearing students. We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring.

As a member of the RIT community, you'll receive a comprehensive employee benefits package (https://www.rit.edu/humanresources/benefits) that offers multiple options and access to additional employment advantages. You can tailor your benefit elections to meet your needs (affordable medical/dental/vision benefits; paid vacation/sick time/retirement saving plan with exceptional employer match; and tuition assistance for you and your family, to name a few).

Work Location:

Hybrid — Remote/On-campus

Job Summary:

Do you have a passion for creative problem solving and exceeding client’s expectations? Are you looking to challenge yourself and make a difference with your skills? We are in search of extra-ordinary customer service stars that are looking to be a part of a “once in a lifetime team!”

As the front-facing representative for multiple departments, the Service Center Analyst will provide best-in-class service with a high degree of customer satisfaction for technical and operational inquiries, requests and issues in a professional and timely manner.

The Service Center Analyst will:

• Provide customer support for the RIT community via multiple methods of intake, while being held to a set first contact resolution goal.

• Serve as role model to all front line and student employees in terms of capability, work ethic, reliability and attitude.

Hourly/Salary Minimum:

18

Hourly/Salary Maximum:

30