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Information Technology Services

At Information Technology Services, our goal is to be the university's trusted business partner by creating a culture of exceptional customer service. Bringing together a team of diverse and talented professionals, we provide the central IT services that support USC's schools, hospitals, research centers, and administrative units. Through our recently launched digital transformation initiatives, we aim to develop an environment of continuous service improvement, founded on cross-functional teamwork, industry best practices, innovation, and commitment to the customer experience.

Senior Application Administrator

Information Technology Services ITS Los Angeles, California

The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Senior Application Administrator for Cloud Applications with an exceptional commitment to service excellence to join its team. As the Senior Application Administrator (Cloud), you will be an integral member of the Cloud Applications team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.

We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.

MINIMUM QUALIFICATIONS

The candidate for the position of Senior Application Administrator (Cloud) must meet the following qualifications:

  • Bachelor’s degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
  • Five years of experience in information technology, cloud applications, or higher education.
  • Extensive experience in design, architecture, and implementation of SaaS applications.
  • Extensive experience with web-based, multi-layered enterprise applications.
  • Experience with customer issue tracking and ticketing systems.
  • Ability to quickly troubleshoot problems that may arise in work products.
  • Experience managing and contributing to the development of best practice policies and procedures.
  • Ability to prioritize work and manage time effectively.
  • Extensive experience managing application credentials.
  • Demonstrated experience assigning and configuring user permissions.
  • Experience managing an active directory.
  • Ability to comply with pertinent policies, procedures, regulations, and requirements.
  • Experience with vendor management, particularly for issue escalation and troubleshooting.
  • Extensive experience adhering to software development lifecycle (SDLC) methodology.
  • Experience working in a project-based environment with strong planning and execution skills.
  • Deep understanding of networking and security concepts and frameworks.
  • Ability to understand and work with large, complex IT systems.
  • Strong ability to provide both detailed information as well as high-level summaries to key stakeholders.
  • Ability to develop positive working relationships and a strong rapport with team members and stakeholders.

PREFERRED QUALIFICATIONS

The ideal candidate for the position of Senior Application Administrator (Cloud) has the following qualifications:

  • Bachelor’s degree in a relevant field such as computer science, computer information systems, etc.
  • More than eight years of experience in information technology, cloud applications, or higher education.
  • Demonstrated expertise with cloud applications like Workday, Salesforce, Docusgin, Onbase etc.
  • The University is using Salesforce very heavily, so Salesforce Administration experience is a must

THE WORK YOU WILL DO

The Senior Application Administrator (Cloud) drives the development, maintenance, and implementation of software applications. The Senior Application Administrator (Cloud) administers support on a defined set of technical initiatives proposed for implementation. This role prompts operational effectiveness and growth of a best-in-class, leading-edge organization. As a member of ITS, the Senior Application Administrator (Cloud) demonstrates ITS values in action.

The University is using Salesforce very heavily, so Salesforce Administration experience will be a big part of the responsibilities.

Job Accountabilities

The Senior Application Administrator (Cloud):

  • Communicates with credibility and confidence when interacting with customers, coworkers, and stakeholders. Presents application status and proposed solutions in a logical manner with a focus on benefits and based on relevant data. Adjusts communications to fit the audience and message. Shares information freely and openly, within ITS and with other stakeholder groups.
  • Oversees application status and drives configuration, installation, maintenance, upgrades, and general support. Ensures the alignment of all activities to existing ITS and university policies, processes, and procedures. Creates and maintains thorough documentation to track configuration settings. Assists with user and group access to applications.
  • Drives performance improvements. Ensures application uptime meets or exceeds defined SLAs. Leverages relationships with coworkers and across departments to resolve issues affecting customers. Empathizes with customers and advocates the customer point-of-view. Identifies priorities and presents solutions, keeping the customer in mind.
  • Learns and adapts quickly to new situations, changing priorities, and disruptive technologies.   Creates opportunities to develop continuous improvement efforts. Maintains currency with latest industry knowledge and takes initiative to experiment with new ideas and technologies.
  • Continually develops new skills, knowledge, and abilities to maintain currency on developments with supported applications and architecture. Consistently aligns department activities with industry best practices.
  • Analyzes problems by performing root cause analysis exercises. Identifies and recommends solutions for problem resolution and prevention. Mentors junior staff in problem-solving and troubleshooting techniques. Engages vendor support to leverage product expertise. Critically evaluates the benefits of implementing a temporary workaround versus a permanent solution.
  • Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
  • Supports the vision for Cloud Applications. Works closely with team members and management to implement and support effective solutions for cloud applications. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
  • Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.


MINIMUM QUALIFICATIONS The candidate for the position of Senior Application Administrator (Cloud) must meet the following qualifications: • Bachelor’s degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience. • Five years of experience in information technology, cloud applications, or higher education. • Extensive experience in design, architecture, and implementation of SaaS applications. • Extensive experience with web-based, multi-layered enterprise applications. • Experience with customer issue tracking and ticketing systems. • Ability to quickly troubleshoot problems that may arise in work products. • Experience managing and contributing to the development of best practice policies and procedures. • Ability to prioritize work and manage time effectively. • Extensive experience managing application credentials. • Demonstrated experience assigning and configuring user permissions. • Experience managing an active directory. • Ability to comply with pertinent policies, procedures, regulations, and requirements. • Experience with vendor management, particularly for issue escalation and troubleshooting. • Extensive experience adhering to software development lifecycle (SDLC) methodology. • Experience working in a project-based environment with strong planning and execution skills. • Deep understanding of networking and security concepts and frameworks. • Ability to understand and work with large, complex IT systems. • Strong ability to provide both detailed information as well as high-level summaries to key stakeholders. • Ability to develop positive working relationships and a strong rapport with team members and stakeholders.


REQ20095455 Posted Date: 01/05/2021

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