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Operations Project Specialist
ApplyTechnical Services and OperationsLos Angeles, California
The USC Annenberg School for Communication and Journalism is searching for an enthusiastic and self-motivated operations project specialist to join our dynamic Technical Services and Operations Department (TechOps) and help drive operational excellence.This is an entry level project management position. Applicants are expected to have an academic background relating to project management, solutions design, business process modeling, data analytics, and/or workflow design; but no prior work experience is necessary. This position will receive additional training on project management methodology, and gain valuable experience working on projects for Annenberg TechOps. Salary range is $25.64 - $28.20.
Annenberg TechOps consists of five teams with distinct areas of specialization: Information Technology, Facilities Management, Creative Media Training, Event and Classroom Services, and Multimedia Production; this position will provide cross-functional project and operational support to these areas.
As the Technical Services and Operations Project Specialist you will help drive operational excellence through the design, implementation and execution of systems-oriented workflows and standard operating procedures. Operational responsibilities include central department communication, helpdesk supervision, ticketing system oversight, and quality control. Your project portfolio will be operational in nature including workflow design, developing standard operating procedures documentation (SOP), cross-functional coordination and as required, project resource support for strategic planning, financial forecasting, technology integration, and construction project management.
Help cultivate and maintain a professional customer service-oriented environment through cross-functional leadership, organizational and project management skills, a strong work ethic, and a contagious positive attitude.
Research and recommend new business and workflow processes, proposed efficiencies, and methods of improvement across all business functions.
Hire, supervise, and schedule a team of student workers to support ticketing triage, cross-functional communication, and department-wide coordination efforts. This may include staffing the physical service desk and call center.
Monitor, maintain, and update the department’s ticketing information system (currently Zendesk).
Generate operational and cross-functional reports.
Identify, track, and report on Key Performance Indicators (KPIs) as they relate to operational excellence and service ticketing.
Collaborate with functional managers on individual staff performance reviews (as it relates to service tickets), workflow design, and general operational supervision.
Audit, analyze, design, monitor and maintain standard operating procedures and workflows using a project management methodology.
Curate and manage the department wiki/knowledge center.
Curate and manage the department’s operations calendar.
Curate and manage the department’s central TechOps SharePoint site.
Curate and manage the department’s web and social media CDN’s.
Help track and supervise staff schedules (vacation and sick time reporting)
Design, hire, train, lead and support specialized student worker teams to meet operational and project objectives as needed.
Assist with strategic projects, including: budget administration and financial estimation/forecasting, special events programming, technology integration, and construction project management.
Track and maintain student timesheets and operational and project expenditures as required.
Help design and manage department team/community building efforts.
Intrinsic willingness to be helpful, support others, improve your surroundings, and help faculty and students achieve their academic goals through technical services and operations support services.
A background in process design, systems orientation, project management methodology, and operational excellence.
Experience using, supporting, maintaining, and configuring ticketing information systems.
The ability to lead, follow, and collaborate with diverse teams in a dynamic setting.
The ability to train staff and students on new workflows, navigating user interfaces, and standard operating procedures.
Excellent Communication skills: verbal, written, and visual (diagrams, info graphics, slide decks, etc.)
Strong working knowledge and familiarity with industry-standard productivity tools, including: Microsoft Office 365, Google Drive, Drobox, and project management and collaboration tools (MS Project, basecamp, etc.)
Mid-level budget administration and accounting skills.
Data analytics and data visualization skills (Tableau, SPSS, Pivot tables, etc.).
Ability to learn new technologies and easily adapt to new user interfaces.
Ability to be accountable, accept criticism, adjust and adapt.
Database development and design.
Experience with Adobe Creative Cloud
Web Development/Programming: HTML/CSS skillset
Bachelor’s Degree in Business, IT Management, or related field.
Associates degree and combined education/experience (i.e. PMI
Certification) can substitute for minimum education.
Master’s degree preferred.
Preferred Experience. Three (3) years related professional experience.
Required Documents and Additional Information:
Resume and cover letter required.
Job openings are posted for a minimum of five calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended, so please apply on the same business day if interested.
USC has excellent benefits, including health benefits for staff and their family with access to the renowned university medical network; eligibility for retirement plans with employer contributions after one year of employment; tuition benefits for staff and their family; free Professional Development classes; central Los Angeles location with easy access to commuter trains, buses and free tram pick up services; discounts to sporting and other campus events.
This is a full-time, 37.5 hours per week staff position. The incumbent is expected to work from 9 am to 6 pm, Monday through Friday and is eligible for overtime with prior approval obtained from the supervisor. This position requires flexibility relating to operational and project requirements.
The University of Southern California is an Equal Opportunity Employer that Values Diversity.
About the Annenberg School for Communication and Journalism
Located in Los Angeles at the University of Southern California, the Annenberg School for Communication and Journalism is a national leader in education and scholarship in the fields of communication, journalism, public diplomacy and public relations. With an enrollment of more than 2,200 students, USC Annenberg offers doctoral, master's and bachelor's degree programs, as well as continuing development programs for working professionals across a broad scope of academic inquiry. The school's comprehensive curriculum emphasizes the core skills of leadership, innovation, service and entrepreneurship and draws upon the resources of a networked university located in the media capital of the world. For additional information, see our website: https://annenberg.usc.edu/
The University of Southern California is one of the world’s leading private research universities. An anchor institution in Los Angeles, a global center for arts, technology and international trade, USC enrolls more international students than any other U.S. university and offers extensive opportunities for internships and study abroad. With a strong tradition of integrating liberal and professional education, USC fosters a vibrant culture of public service and encourages students to cross academic as well as geographic boundaries in their pursuit of knowledge.