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.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Job Description
Primary Responsibilities
Receives reachouts from various support teams, engineers, and other staff through Teams chats/channels, emails, OpsGenie alerts, proposed Parent Incidents.
Evaluates the situation and impacts based on our Severity Matrix, thoroughly documenting and creating Major/Minor Incidents and Problem Records.
In event that the situation does not call for a Major/Minor Incident or Problem Record, rejects the proposal with proper reasoning and documentation in the Parent (Proposed) Incident, or communicates to the reporting individual or group accordingly.
Upon major or minor incident closure, creates and updates Problem Records, organizing and facilitating Problem Meetings, Known Error meetings, and Director’s Council meetings with key stakeholders.
Acts as single point of contact for Major/Minor Incidents and Problem Records, while building relationships and rapport with Ed Tech and business stakeholders, including executive management.
Follows-up on active Major/Minor Incidents and Problems to drive resolution with respect to urgency.
Takes initiative and is self-managed
Performs other job-related duties as assigned.
This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.
Knowledge, Skills, and Abilities
Ability to work independently, analyze problems, and make decisions with minimal management intervention
Able to work with multiple individuals in various roles on teams across the university
Ability to anticipate potential obstacles and project impact
Able to work with multiple individuals in various roles on teams across the university
Understanding of change and release management processes
Ability to manage multiple issues simultaneously in high-pressure environment where change is commonplace
Individual must be able to handle multiple interrupts and multi-task effectively
Ability to diligently follow standards and best practices for many different technology areas
Exceptional analytical skills in conjunction with data mining experience, using data intended for forecast modeling and to predict trends.
Exceptional written and verbal communication skills in correspondence at the executive level.
Experience
1 year of incident management escalation practice
Basic knowledge of SalesForce, Single Sign On Management System, Active Directory, Office365, Google Apps Admin, PAMS, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL
Experience in ServiceNow and familiarity with reporting
Experience in lieu of education
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 discretion of the hiring manager.
Minimum Qualifications
Bachelor’s Degree in Computer Information Systems, Computer Science, or a related field
1 year of incident management escalation practice
Basic knowledge of SalesForce, Single Sign On Management System, Active Directory, Office365, Google Apps Admin, PAMS, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL
Experience in ServiceNow and familiarity with reporting
Experience in lieu of education
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 discretion of the hiring manager.
Preferred Qualifications
2 years of experience as an IC2 Incident Manager on Service Desk or similar Ticketing Management Process
Linux+ Certification
AWS Certified Practitioner CertificateIIQ experiencedTime Trade experienceArgos experienceBanner experienceComptiaA+, ComptiaNet +ITIL Foundations#LI-CW1
#D&I
Position & Application Details
Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information
Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.
Equal Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #DEI