Service Continuity Analyst

Service Continuity Analyst (Overnight Shift) (UPDATED)

Service Continuity Analyst (Overnight Shift) (UPDATED)

Posting Number req
26224

Department Desktop & Mobile Comp Services

Department Website Link (Use the "Apply for this Job" box below)./

Location Tucson Campus

Address Tucson, AZ USA

Position Highlights

Note:
This posting has been updated to reflect the assigned overnight shift schedule:
Friday–Tuesday, 11:00 p.m.–8:00 a.m.

University Information Technology Services (UITS) is the University of Arizona’s central technology organization. UITS delivers enterprise and specialized technology services that support students, faculty, researchers, staff, and campus partners. Through innovation, strategic partnerships, and a commitment to accessibility and continuous improvement, UITS supports the evolving needs of a leading research university and the communities it serves.

Service Continuity Analysts (Computer Operations Analyst I) perform IT support by answering calls and online chats from support queues. Analysts are also integral to monitoring critical University systems, coordinating communications about outages and degradations, and supporting batch-job management.

We invite you to join the Service Continuity team within UITS. Enjoy the benefits of a close‑knit team and the satisfaction that comes from the mission of supporting University faculty, staff, students, and the community.

Located in the UITS building, the Service Continuity team’s work modality is 100% in person and is available to its customers 24/7/365. This team facilitates access to the UITS data center for authorized personnel.

Visa sponsorship is not available for this position.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work‑life programs. For more information about working at the University of Arizona and relocation services, we provide additional details on our website.

• Answer inbound phone calls and online chats and provide customer‑focused support by identifying and providing solutions to technical challenges.
• Monitor systems, dashboards, emails, Teams chats, batch‑jobs and other areas for potential outages, degradations, and other potential events. Post alerts for planned maintenance and unplanned outages. Reach on‑call resources that can respond to and engage in resolving outages.
• Reply to inbound portal tickets submitted by customers and follow up on outstanding tickets in order to advance customer issues to final resolution. Respond to requests for DNS and DHCP changes.
• Participate in trainings, weekly meetings, one‑on‑ones, and professional development.

• Excellent customer service skills.
• Knowledge of computers, networks, and remote troubleshooting techniques.
• Skill in providing information technology‑related customer service and training to users with varying levels of technical expertise.
• Skill in analyzing computer hardware and software problems.
• Ability to work as part of a team.
• Ability to organize work, manage time, and balance multiple priorities.
• Ability to effectively communicate verbally and in writing.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor’s degree or equivalent advanced learning attained through experience required.

• Experience delivering IT support via telephone, chat, or in person.

FLSA Exempt

Full Time/Part Time Full Time

Number of Hours Worked per Week 40

Job FTE 1.0

Work Calendar Fiscal

Job Category Information Technology

Benefits Eligible Yes - Full Benefits

Rate of Pay $53,039 - $66,299

Compensation Type salary at 1.0 full-time equivalency (FTE)

Grade 7

Compensation Guidance The Rate of Pay Field represents the University of Arizona’s good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, key skills, and internal equity. The Grade Range represent a full range of career compensation growth over time.

The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.