NCS Business Systems Coordinator - 08314

NCS Operations SupportNetwork and Communication Services Operations Support provides an interface between CIT's voice and data customers and the engineers and technicians who design, install, and maintain the university's communication infrastructure. Position SummaryThe Business Systems Coordinator is responsible for the day to day operational management of several Network and Communication Services (NCS) support systems including customer relationship management (CRM) and contact tracking tools; work order, billing and cable management systems; and network usage and monitoring applications. Primary responsibilities include coordinating system upgrades and implementations; preparing documentation and providing training on business processes and procedures; and coordinating customer outreach. Additional responsibilities include but are not limited to enabling data integrity in NCS business systems; recommending best practice implementations of support systems; and assessing and recommending integration options for support systems; with on overall goal of recognizing operational efficiencies. Coordination of duties span across Cornell Information Technologies (CIT), NCS and other Cornell departments. The Business Systems Coordinator is also responsible for gathering and analyzing service, technical, and operational data and is expected to present analysis and make recommendations to NCS Operations management. Problem complexity and resolution times vary, and on-call status is subject to changes in systems and/or the infrastructure they rely on. Expected to consistently model CIT's values (Integrity, Respect, Community, Innovation, and Results).
Bachelor's degree or equivalent combination of coursework and at least 3 years of related experience in telecommunications service and support, or related field. Minimum three years experience working in a high-traffic customer service and/or support environment, preferably in information technologies or telecommunications. Must possess working knowledge of a wide range of support systems. Specific, in-depth knowledge of at least one support system (Pinnacle, Remedy, NUBB, LineCard Pro,etc.) required. Strong knowledge and understanding of telecommunications and data networking required. Strong interpersonal and organizational skills with the ability to work effectively in a dynamic, deadline driven, complex, team-based environment with multiple competing priorities. Familiarity with a project management methodology desirable. Training will be provided on the Cornell Project Management Methodology (CPMM) if the candidate is not already familiar with this method. Expert knowledge of work-flow and process mapping, as it relates to the implementation of software features to support work flow. Ability to build and maintain effective working relationships essential. Ability to obtain and convey service information to people of varying levels of knowledge and responsibility is essential. Excellent oral/written communications skills including facilitation, negotiation, and presentation skills required. Must have experience using Windows 2000/XP, MS Word, MS Excel, MS Internet Explorer. Must have sophisticated problem-solving abilities, analytical, reasoning and judgment skills. Ability to analyze and concisely document and communicate policy and procedures. Accuracy and attention to detail required. Ability to effectively train others on processes and procedures essential. No relocation assistance is provided for this position.Visa sponsorship is not available for this position.

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