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Working/Functional Title

Service Operations Analyst

Position Summary

The MSU IT Data Center Operations team is responsible for the 24/7/365 monitoring of MSU's Enterprise hardware, applications, and processing as well as scheduling Enterprise batch processing.

As a member of the Data Center Operations team, the Service Operations Analyst I will be responsible for performing the following duties:

• Independently monitor and identify performance issues using MSU's IT scheduling software and multiple monitoring tools
• Monitor MSU IT data center servers, networks, and applications using monitoring tools to analyze errors, failures, network malfunctions, data center security, applications, and environmental disruptions.
• Independently alter complex job streams using scheduling software, analyzing batch processing abends, and following escalation procedures and resolution processes.
• Assist in the planning, development, and implementation of new infrastructures, policies, procedures, standards, and practices related to new or updated software, including creating detailed documentation.
• Train co-workers and staff on new or updated procedures.
• Use automated scripts and web design.
• Measure and record vital statistics and produce reports for multiple areas.
• Participates as a fully functioning professional member of medium/complex project teams and/or independently leads small IT projects of 2-3 staff using varied technologies.

This position will have a "Home shift" as the 3rd shift but may also work weekends and variable hours including holidays. Duties associated with this position also involve working on a video display terminal 95 percent of the time.

This role requires strong analytical skills to diagnose problems, devise viable solutions and follow escalation processes for resolution. Excellent communication skills are also needed for collaboration with multiple MSU customers and teams to identify monitoring requirements and reporting metrics.

Michigan State University (MSU) is a top 100 global university located in East Lansing, three miles east of the state's capitol. The MSU community includes more than 12,000 faculty, academic and support staff, as well as over 51,000 students. MSU offers an extensive benefits package to its employees including health care, prescription, and dental coverage, and a base retirement program with a University matching contribution, as well as basic life insurance. In addition, MSU offers educational benefits including a course fee courtesy program and educational assistance.  

MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU's mission of providing education, conducting research, and advancing engagement. 

Diversity, Equity and Inclusion (DEI) are essential elements, vital to the culture MSU Information Technology endeavors to cultivate.  This includes providing opportunities and access for all people which incorporate differences of race, age, color, ethnicity, gender, sexual orientation, gender identity, gender expression, religion, national origin, migratory status, disability/abilities, political affiliation, veteran status and socioeconomic background. 

Minimum Requirements

Knowledge normally acquired in the first two or three years of college, technical, vocational or business school such as an Associate's Degree; one to three years of related and progressively more responsible or expansive work experience in an information technology area related to enterprise system monitoring and Job Scheduling (Atomic) duties OR a Bachelor's Degree; up to six months of related and progressively more responsible or expansive work experience in an information technology area re