The Quality Control Specialist is responsible for day-to-day control of the IT processing workflows across a heterogeneous environment of the University's enterprise application systems. This on-call position provides centralized process management control and responds to urgent events when they occur to meet Service Level Agreements for 24/7 operational continuity of the enterprise workflow. Uses metrics to drive improvements in monitoring, detection, reporting, and resolution of issues. Under minimal supervision to schedule, diagnose, correct, and centrally control enterprise workflow. Works directly with system owners and IT support staff. Ensures extensive support documentation for IT workflows is current. Provides essential support for the institutions' day-to-day operation, satisfies audit controls, and performs business continuity recovery efforts during IT-related service impacts.
Must be able to work flexible schedules including weekends, nights, holidays, and overtime with appropriate notice to provide on-call support rotating through a weekly on-call schedule.
Must have Internet connectivity at home to work and provide support remotely off hours.
An essential employee position and must respond to emergency situations.
Must be able to work in a loud environment; hot or low temperatures for minimal amounts of time.
Must be able to sit or stand for shifts up to 12 hours long
Must have a valid Illinois driver's license to allow travel to job site at off hours during emergency situations and travel to various customer locations up to 30% of work time.
Ability to lift and carry up to 30 pounds
Centrally controls IT workflow processes through the use of sophisticated tools to automate business critical tasks and activities across enterprise application systems. Provides on-call support rotating through a weekly on-call schedule to maintain 24/7 integrity of IT workflows.
Participates in University IT audits related to secure and reliable processing for IT operations. Responsible for implementing security measures to tighten and improve specific operational processes.
Offers consulting services to business units on workflow control practices. Interacts daily with other IT units, service owners, and systems managers in activities related to automated IT processing and control.
Point of contact with certificate issuers to request and handle IT security certificates for domains owned and controlled by Northwestern University. Provides a uniform process for controlled issuance, renewal, or revoking of certificates for centrally managed servers.
Provides hands-on support for visitor kiosks used for physical security access control producing photo-ID badges and registering University data center guests.
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 event and alarm response
Infrastructure (extends across applications)
Box Collaborative Storage
Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
AutoSys Automated Job Scheduling
Read &Interpret technical drawings
Collaboration and teamwork
Workflow development & Documentation
Minimum Competencies: (Skills, knowledge, and abilities.)
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 for corporate, university, or military facility following standard operating procedures, job monitoring, and handling event and alarm response.
Experience working in Higher Education in a central Information Technology or data center.
As per Northwestern University policy, this position requires a criminal background check. Successful applicants will need to submit to a criminal background check prior to employment.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.