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Videoconferencing and Calendars Service Lead / Business Systems Analyst (7584U), Campus IT Experience - 63801

About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.

Departmental Overview

Berkeley IT believes in and fosters a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world.

In addition, members of the Berkeley IT community have created and endorse the following values for our organization to augment and amplify the campus principles:

We champion diversity.

We act with integrity.

We deliver.

We innovate.

Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.

Application Review Date

The First Review Date for this job is: February 20, 2024

Responsibilities

Service Lead Responsibilities:

• Serve as the point of contact/lead for Videoconferencing and Calendar services.
• Maintain Service Level Agreement and Service Catalog entries.
• Identify and advocate for appropriate support resources needed to deliver service within established service levels.
• Maintain support model and service documentation (e.g., knowledge base, training /workshops, consultations, web-presence, etc.).
• Monitor and report on critical success factors and key performance indicators of the service.
• Manage service communications to stakeholders, constituents, and "customers"; and coordinate feedback from the community regarding future directions.
• Participate in incident/problem management.
• Ensure continuity of operations.
• Gather, analyze, prepare and summarize business and user needs, documenting requirements and revising existing system and process logic issues as necessary.
• Provide support and training on new applications.

Team:

• Apply technical expertise and business analysis concepts to provide user support and training across a variety of IT services in Productivity & Collaboration Services.
• Adhere to defined service standards, guidelines, controls, and quality assurance measures as well as problem management and process improvement processes.
• Document service activities in support systems that facilitate quality service metrics reporting.

Improvement Project:

• Participate in cross-functional service improvement project teams to provide technical expertise in identifying, evaluating and developing complex systems and procedures.
• Gather, analyze, prepare and summarize business and user needs, document requirements, and revise existing system logic difficulties as necessary.
• Validate requirements against needs.
• Apply business systems concepts to design details of complex automated systems.

Professional Development and Training

Required Qualifications

• Thorough knowledge of business and process analysis functions.
• Demonstrated ability to work with others from diverse backgrounds.
• Self-motivated and ability to work independently and as part of a team.
• Ability to learn effectively and meet deadlines.
• Demonstrated problem solving skills.
• Broad knowledge of other related areas of IT including Identity Management, IT Security.
• Thorough knowledge of business processes and procedures.
• Thorough knowledge of IT Service Management (ITIL) principles and practices.
• Demonstrated effective communication and interpersonal skills.
• Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization.
• Demonstrated commitment to the advancement of diversity, equity, inclusion, belonging, and justice.

Education/Training:

• Bachelor's degree in related area and / or equivalent experience / training.

Preferred Qualifications

• Strong skills and knowledge of methodologies associated with analysis of processes and problems, information flow and architecture.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted salary or hourly range that the University reasonably expects to pay for this position is $77,600.00 - $96,000.00.

• This is a 100%, full-time (40 hours per week), career position that is eligible for full UC benefits.
• This position is exempt and paid monthly.
• This position is eligible for flexible, hybrid or fully-remote work (telecommuting) based on candidate availability and business needs.

How to Apply

To apply, please submit your resume and cover letter.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.

For the complete University of California nondiscrimination and affirmative action policy, please see the University of California Discrimination, Harassment, and Affirmative Action in the Workplace policy.

Referral Source info

This job is part of the Employee Referral Program. If a UC Berkeley employee is referring you, please ensure you select the Referral Source of "UCB Employee". Then enter the employee's Name and Berkeley email address in the Specific Referral Source field. Please enter only one name and email.



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=63801&PostingSeq=1