Job Details

Infrastructure Application Specialist (Senior, Level III)

Position Number: 6520087
Location: Santa Clara, CA
Position Type: Computing - Network/System Administration

Infrastructure Application Specialist (Senior, Level III)

Position Title:
Infrastructure Application Specialist (Senior, Level III)

Position Type:
Regular

Hiring Range:

Pay Frequency:
Annual

A. POSITION PURPOSE

The Infrastructure Application Specialist contributes to the long-term development of the University's enterprise-wide, diverse, and complex infrastructure systems, including identity management and authentication systems, email/collaboration systems, and file-sharing services. This position provides end-user technical support and troubleshooting for these services.

This position reports to the Supervisor, Network Admin in Networking & Telecommunications.

This position works with staff in Information Services and other campus divisions in coordinating services and providing support. The specialist may also work with University vendors and partners.

The activities of this position must support the Mission and Goals of the University and Information Services.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

Uses senior-level knowledge to operate and support enterprise-wide infrastructure applications, including identity management, authentication, Google Workspace, file-sharing services and associated system administration

Operate and assist with Identity Management and authentication
Performs network credential creation, maintenance, and removal
Administers Google Workspace and Microsoft 365 collaboration suites
Administers file-sharing environment
Maintains and operates mail gateway network equipment
Automates routine work wherever practical
Supports others in Information Services staff in support of their job functions
Develops and maintains operational documentation

Participation in infrastructure application related projects

Participates in infrastructure application projects or other campus groups' projects
Role within the team (lead, participant, technical resource, etc.) dependent upon experience, relevant skills level and grade

Provide end-user customer service and support

Responds to requests and provide assistance to customers in the use of campus-wide infrastructure applications
Proactively notifies customers of outages, changes, updates and new features
Develops and maintains customer-facing documentation and FAQs

Monitor infrastructure applications to detect , identify, and address issues relating to availability, performance, reliability, and security issues

Analyzes daily activity on network, servers, and in administrative consoles, checking for problems and potential problems in resource availability, reliability, performance, and security. Proposes appropriate solutions to problems and issues
Ensures proper operation of the services for which the team is responsible. Define processes to monitor and test infrastructure applications

Other duties as assigned

Required to carry a cell phone and be accessible during off-hours
Required to work non-standard hours to respond to failures, outages, projects and scheduled maintenance
Accepts that on occasion and depending on the situation will be required to work beyond and in addition to the traditional work schedules/hours including project work and responding to failures
Required to support the University during emergencies as needed to meet operational requirements
Other duties/tasks as assigned by this person's supervisor or manager

C. PROVIDES WORK DIRECTION

May provide direction and/or mentor less-senior Infrastructure Application Specialists and student workers.

RECEIVES WORK DIRECTION FROM

Supervisor, Network Admin (or Manager, Networking & Telecommunications)
D. GENERAL GUIDELINES

Has senior-level knowledge of standard infrastructure applications, operation and uses concepts, practices, and procedures

Maintains operational stability of, provides senior-level technical support for, and assists in the design of the University's infrastructure applications

Provides senior-level customer service and diagnostics/troubleshooting for the University's infrastructure application issues/problems

Maintains contact with customers and solicits feedback for service improvements.

Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices

Maximizes productivity through use of appropriate tools and planned training in alignment with identified performance goals

Prepares progress reports; informs supervisor of task and project status

Ensures completeness, accuracy, and timeliness of all operational functions

Recommends initiatives and implements changes to improve service quality

Contributes to ongoing refinement of guidelines and procedures

Keeps current on technology trends

The University technology environment is very dynamic and complex; adaptability, creativity, and flexibility are important in this role

E. QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Knowledge, Skills and Abilities

Skilled technical troubleshooter. Must be able to analyze and solve complex problems
Experience interacting and working with other people in a successful customer service capacity
Good interpersonal, written and verbal communication skills
Demonstrated ability to work in a collaborative, team environment
Must show initiative to proactively identify and resolve problems
Demonstrated ability to acquire and apply new skills quickly

Has demonstrated senior-level knowledge of and experience with common infrastructure applications (e.g. Google Workspace, Microsoft 365, Active Directory, Identity Management, file services, single sign-on, multi factor authentication, and telephony services)
Familiar with Linux and/or Windows Server administration
Ability to write and deploy scripts or ability to write code in a programming language
Relies on experience and judgment to plan and complete goals and tasks
May provide some training and instruction to less-senior specialists and student workers or to end users

Education and/or Experience

Bachelor degree in an applicable field of study, or equivalent experience
6+ years applicable experience in the operation, maintenance and support of an enterprise-wide data network and applications.

F. PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

Maybe required to handle and operate equipment, which can be located in racks, on tall shelves or in cabinets at heights up to 6 feet and weighing up to 25 pounds
May be required to climb ladders and work at heights
May be required to work in confined spaces: crawl spaces, vaults, under raise flooring, above ceiling spaces, in and under furniture
Considerable time is spent at a desk using a computer terminal
May be required to travel to other buildings on the campus
May be required to occasionally travel to remote campuses, outside customers, vendors or suppliers

May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations

G. WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

Typical office and computer lab environment
Mostly indoor office environment with windows
Offices with equipment noise
Offices with frequent interruptions
Data Centers
Raised floor under floor access and above ceiling spaces
Roofs, high on walls, ceilings, basements and other locations where equipment is stored

EEO Statement

Santa Clara University is an equal opportunity employer. For a complete copy of Santa Clara University's equal opportunity and nondiscrimination policies, see https://www.scu.edu/title-ix/policies-reports/

Title IX of the Education Amendments of 1972

Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. Information about Title IX can be found at www.scu.edu/title-ix. Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).

Clery Notice of Availability

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website . To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

Americans with Disabilities Act

Santa Clara University affirms its commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources, and 408-554-5750 and request to speak to Indu Ahluwalia by phone at 408-554-5750 or by email at iahluwalia@scu.edu.

Telecommute

Santa Clara University is registered to do business in the following states: California, Nevada, Oregon, Washington, Arizona, and Illinois. Employees approved to telecommute are required to perform their work within one of these states.

To view the full job posting and apply for this position, go to https://wd1.myworkdaysite.com/en-US/recruiting/scu/scu/job/Santa-Clara-CA/Infrastructure-Application-Specialist--Senior--Level-III-_R6533