The Associate of IT Services will assist in the delivery and management of IT services, support end-users, and ensure the smooth operation of IT processes within NYU Shanghai.

Key Responsibilities:

• Advanced Technical Support: Serve as the primary escalation point for complex technical issues encountered by faculty, staff, and students, ensuring timely and effective resolution.
• Proactive Problem Solving: Identify and address potential IT problems before they impact operations, utilizing analytical skills and proactive measures.
• Onboarding and Offboarding Support: Facilitate the onboarding and offboarding processes for new students, faculty, and staff, ensuring smooth transitions and access to necessary resources.
• Identity Access Management: Resolve identity and access management issues for NYU Shanghai community members, maintaining secure and appropriate access levels.
  
• System Integration Expertise: Understand the integration between Workday, SailPoint, Active Directory, and other critical systems, ensuring seamless operation and data flow.
• Service Management: Oversee Google Services, Email Direct, and other global IT services, ensuring consistent performance and availability.
• IT Service Implementation: Support the implementation and continuous improvement of IT service management processes, adhering to university best practices.
• IT Service Announcements: Assist in drafting and disseminating announcements related to new IT services, service catalogs, and campus-wide IT updates.
• Communication Liaison: Act as a communication conduit between NYU Shanghai and NYU New York, facilitating information flow and collaboration.
• Internal Communication: Foster effective communication within the IT department and across other departments to ensure alignment on goals and initiatives.
• Stakeholder Engagement: Regularly engage with faculty, staff, and students to gather feedback and enhance the quality of IT services.
• Policy and Procedure Development: Assist in creating and updating IT policies and procedures to ensure compliance and operational efficiency.
• IT Service Desk Support: Monitor IT service desk tickets, providing guidance and ensuring issues are resolved efficiently.
• ServiceLink Monitoring: Monitor ServiceLink ticket assignments to ensure proper routing and timely resolution, addressing any routing issues promptly.
• SLA Management: Support the IT Services Manager in managing service level agreements (SLAs) and tracking performance metrics to meet service commitments.
• User Documentation: Develop and maintain comprehensive user guides, FAQs, and other documentation to assist end-users in utilizing IT services effectively.
• Documentation and Knowledge Management: Assist in the creation and maintenance of the IT Knowledge Base, internal Wiki, and regular IT newsletters to keep the community informed.
• Project Participation: Participate in IT projects, contributing to planning, execution, and thorough documentation to support project goals.
• Team Collaboration: Collaborate with IT team members to achieve shared objectives and deliver high-quality IT services.
• Mentorship: Provide guidance and support to junior staff members, aiding in their professional development and performance improvement.
• Professional Conduct: Maintain a professional and approachable demeanor in all interactions, fostering a positive and supportive IT environment.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 2 years of experience in an IT support or related role.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.

Preferred Qualifications:

• Experience in an academic or educational environment.
• Knowledge of IT service management frameworks (e.g., ITIL).

About NYU Shanghai

NYU Shanghai is China’s first Sino-US research university and the third degree-granting campus of the NYU Global Network. We were founded in 2012 by New York University and East China Normal University with the support of the city of Shanghai and the district of Pudong. NYU Shanghai seeks to cultivate globally-minded graduates through innovative teaching, world-class research, and a commitment to public service. 

NYU Shanghai is an equal opportunity employer committed to equity, diversity and social inclusion. We are proud of its diverse and talented staff members, who work together to build and sustain this unique and pioneering institution of higher education in China. 

For more information about NYU Shanghai, please visit https://shanghai.nyu.edu. You can also follow our official WeChat Account: NYUShanghaiRecruit for more updated news.