If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Job Duties

• Receives calls, emails, and web tickets from end-users and other university staff/contact centers and proposes major/minor incidents or service request tickets, logging all pertinent information while resolving problems promptly and effectively.

• Builds relationships and rapport with key business leaders, including executive management.

• Acts as a Subject Matter Expert for integrating with technical teams.

• Offers consulting and mentoring for both Tier-1 and Tier-2 teams.

• Assists after hours in an on-call capacity to resolve urgent issues and works with external teams as necessary.

• Analyzes trends and proposes proactive solutions to mitigate problems.

• Maintains ownership of incidents, ensuring timely entry, updating, and closure of all tickets and issues.

• Takes initiative and is self-managed.

• Performs other job-related duties as assigned.
   

KSAs

• Strong analytical skills balanced with effective communication and excellent customer service skills

• Exceptional verbal and written communication skills

• Ability to work independently, analyze problems, and make decisions with minimal management intervention

• Proactively involves key technology infrastructure teams when necessary

• Ability to anticipate potential obstacles and develop contingency plans to overcome them

• Awareness of new and existing technologies, architecture, and best practices

• Ability to manage multiple issues simultaneously in a high-pressure environment where change is commonplace

• Ability to handle multiple interruptions and multi-task

• Ability to diligently follow standards and best practices for many different technology areas

• A track record of accuracy and efficient work is required to grant junior-level access to the university's integral systems and processes.
   

Minimum Qualifications

• Associate's Degree

• 1 year of related experience

• Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the hiring manager's discretion.
   

Preferred Qualifications

• Bachelor's Degree in Computer Information Systems, Computer Science, or a related field

• Experience as an IC2 Incident Manager on a Service Desk or similar Ticketing Management Process

• Administrative experience in ServiceNow and familiarity with reporting

• Experience understanding, maintaining, and troubleshooting distributed/scalable systems and high-volume transaction applications.

• Familiarity with Salesforce, Active Directory, OnBase, IIQ, Engageware (TimeTrade), Banner, Office365, Google Apps Admin, PAMS, OnBase, Oracle, and SQL

• Basic knowledge of PAMs, Single Sign-On Management Systems, Scheduling Management Applications, and Remote Desktop Access Applications

• Familiarity with On-Call Services (e.g., OpsGenie, etc.)

• Understanding and troubleshooting, bug fixing, root cause review

• Argos Experience

• ITIL Foundations, CompTIA A+, CompTIA Net+ Certifications

Job Description Disclaimer: This description provides the position's major duties/responsibilities, requirements, and working conditions. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.


LOCATION: GUADALAJARA

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