Quality Control Specialist

Job

Location:

Evanston, Illinois

Department: IT Cyber Service Operations

Salary/Grade: NEX/14

The Quality Control Specialist is responsible for IT processing workflows for the University's enterprise systems, ensuring 24/7 operational continuity by managing urgent events and meeting Service Level Agreements. This on-call role uses metrics to improve monitoring, issue detection, reporting, and resolution, and operates with minimal supervision to schedule, diagnose, correct, and control workflows. The specialist collaborates with system owners and IT support staff, maintains up-to-date workflow documentation, supports daily operations, satisfies audit controls, and manages business continuity during IT service disruptions.

• Manages IT workflow processes across enterprise systems using advanced automation tools. Participates in a weekly rotation to provide 24/7 on-call support to maintain the integrity of business-critical IT workflows. Provides workflow control consulting to business units and collaborates daily with IT teams, service owners, and systems managers on automated IT processing and control.
• Participates in university IT audits to ensure secure and reliable operations. Implements targeted security measures to improve established processes. Manages visitor kiosks to support secure access, photo identification badge issuance, and guest registration within university data centers. Reviews security access reports, prepares monthly physical security metrics, and controls process for media scheduled for on-site destruction.
• Ensures security certificates for domains owned by Northwestern University and servers centrally managed by IT are issued, renewed, or revoked through a consistent process.

Performs other duties as assigned.

• Four-year baccalaureate (BA) degree or the equivalent combination of education, training, and experience from which comparable skills and abilities can be acquired.
• Three years of customer service experience in a technical field with direct customer contact.
• One year experience in data center operations in a corporate environment, university, or military facility following standard operating procedures, job monitoring, and handling events and alarm response.
• Information security, Microsoft Exchange, Microsoft Office (Word, Excel, Power point, Access, Outlook), Microsoft SharePoint.
• Other:
  Workforce Timekeeping System, Microsoft Teams, CA Workload Automation for Job Scheduling.
• FERPA, FISMA, HIPAA, HITECH.
• Decision making, judgment, problem solving, read & interpret technical drawings, troubleshooting, collaboration and teamwork, functional documentation, organizational skills, planning, workflow development & documentation.

• Excellent written and verbal skills.
• Excellent interpersonal communication skills when working with IT professionals, faculty and staff.
• Working knowledge of enterprise level automated job scheduling software.
• Ability to comprehend complex systems, to understand the interrelationships between components and to anticipate how automated IT operations and workflow failures might occur.
• Ability to explain and absorb technical aspects of the work to both inform and take directions in time critical situations.
• Ability to instruct data center technicians on how to accomplish monitoring and respond effectively to aberrant conditions on a 24/7 basis for university-wide IT systems.

• Four-year baccalaureate (BA) degree in computer science or related engineering discipline.
• Five years of customer service experience in a technical field.
• Three years of experience in data center operations within corporate, academic, or military environments, consistently adhering to standard operating procedures, monitoring workflows, and effectively managing event and alarm responses.
• Experience working in Higher Education in information technology or data center operations.
• ITIL Fundamentals Certification (most recent level).

• Attention to detail.
• Collaboration.
• Conflict Management.
• Computer Proficiency.
• Compliance.
• Customer Focus.
• Efficiency.

Target hiring range for this position will be between $25.05-$30.50 per hour. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit https://(Use the "Apply for this Job" box below). to learn more.

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