Employment Type : Full-Time
Collaborative File Sharing Service Lead (0657U) - 20556 About Berkeley
At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.
The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.
We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles , our Principles of Community , and our Strategic Plan .
Departmental Overview
This position's primary responsibility is as Service Lead for Collaborative File Sharing supporting Google My Drive, Google Shared Drive, Box and Sharepoint in use by over 60,000 faculty, students, and staff on a daily basis to meet the teaching, research, and public service missions of the university. In addition, this position is a core member of the team responsible for a number of additional mission-critical, campus wide SaaS collaboration services (e.g., videoconferencing, email & calendars, and software licensing) that are used by the campus community.
The bConnected team delivers mission-critical campus wide cloud-based collaboration services including Video Conferencing (Zoom and Google Meet), File Storage & Collaboration (Google Drive and Box), Email and Calendars (Google Workspace) and Software Licensing (Microsoft 365, Adobe Creative Cloud, Matlab, Mathematica, and others) that are used by UC Berkeley's 42,000 students, over 15,000 faculty and staff, and over 100,000 alumni on a daily basis.
Productivity & Collaboration Services is a part of the Office of the CIO and Information Services and Technology (OCIO/IST). It provides technologies and software to support the overall productivity and collaboration of students, faculty, and staff in their pursuit of the academic and research missions of the university.
The Office of the CIO and Information Services & Technology believe in and foster a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world.
In addition, members of the OCIO/IST community have created and endorse the following values for our organization to augment and amplify the campus principles:
We champion diversity.
We act with integrity.
We deliver.
We innovate.
Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.
Responsibilities
Service Lead
Acts as the point of contact/lead for one or more mission-critical campuswide services. Engage with key stakeholders, software consortia, and relevant campus and IT governance groups in order to assist in the development and maintenance of service strategies. Maintain/update service and operating level agreements. Identify needs and advocate for appropriate support resources needed to deliver service within established service levels. Work with Support Lead to maintain support model and service documentation (e.g., knowledge base, training/workshops, consultations, web presence, etc.). Develop key performance indicators and ensure partnerships/contracts are in place to deliver the service within established service levels. Monitor and report on critical success factors and key performance indicators of the service. Manage service communications to stakeholders, constituents, and customers; and coordinate feedback from the community regarding future directions. Participate in incident/problem management. Lead and/or organize the work of student employees. Document and maintain partnerships via MOU Work with Support Lead to ensure continuity of operations Define, maintain and update Service Catalog entry. Engage with vendor representatives/other higher education institutions to advocate for the needs of our community.
Team Member
Across the portfolio of Productivity & Collaboration services, applies technical expertise and business analysis concepts to:
Provide back-up to other Service Lead(s) to ensure continuity of service and support.
Provide user support and training across a variety of IT services provided by Productivity & Collaboration Services.
Adhere to defined service standards, guidelines, controls, and quality assurance measures as well as problem management and process improvement processes.
Document service activities in support systems that facilitate quality service metrics reporting.
Project Team Member/Lead
Leads and/or participates in cross-functional service improvement project teams to:
Provide technical expertise in identifying, evaluating, and developing complex systems and procedures.
Gather, analyze, prepare and summarize business and user needs, documenting requirements, and revising existing system logic as necessary.
Validate requirements against needs.
Apply business systems concepts to design details of complex automated systems
Participate in the writing of Request for Proposals (RFPs) or portions of the RFP document.
Professional Development and Training
Required Qualifications
Advanced knowledge of business and process analysis functions.
Self-motivated and works independently and as part of a team.
Able to learn effectively and meet deadlines.
Demonstrates problem-solving skills.
Has extensive experience with SaaS technologies and skills/willingness needed to learn new SaaS technologies and software to an expert level through formal and informal training.
Demonstrated ability to work with others from diverse backgrounds.
Demonstrated effective communication and interpersonal skills.
Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
Interpersonal and communications skills to work with both technical and nontechnical personnel at various levels in the organization.
Education/Training:
Bachelor's degree in related area and / or equivalent experience / training.
Preferred Qualifications
ITIL Foundations certification within 90 days of hire
Advanced skills and knowledge of methodologies associated with the analysis of processes and problems, information flow, and architecture.
Deep knowledge of other related areas of IT including Identity Management and IT Security
Demonstrated experience with business processes and procedures as well as IT Service Management (ITIL) principles and practices.
Salary & Benefits
This is an exempt, monthly paid salary. Salary is commensurate with experience.
For information on the comprehensive benefits package offered by the University visit:
https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html