IST Analyst II

The IST Analyst II coordinates and develops all aspects of end-user support and guidance for all AI platforms at an enterprise level. This includes working closely with the AI committees and OIT partners in EARC and EI to maintain knowledge and expertise on various emerging capabilities and restrictions on all AI applications and interfaces rolled out by OIT. Acts as a technical resource and liaison for OIT Help Desk leaders and distributed IT support groups to keep them informed and to provide escalated support on new and unusual issues. As the subject matter expert (SME), designs and maintains up-to-date knowledge articles on how to support AI at the University and prepares training programs. Collects end-user feedback and communicates with service owners and partners emerging needs and opportunities for improvement in service delivery and support tools.

Among the key duties of this position are the following:

• Develops and/or conducts AI focused training programs for support staff and departments.
• Coordinates and manages AI related support and escalations for the OIT Help Desk as well as department IT teams.
• Reviews and maintains AI support documentation, highlighting alignment with university policies and security best practices.
• Tracks metrics regularly and generates reports on AI support and agreed upon SLAs.
• Serves as a communications and deployment partner for all new AI related rollouts as well as upgrades/change events., Working Hours Standard Hours 37.50 Daily Work Shift Work Arrangement Consistent with the current application of Rutgers Policy 60.3.22 or the applicable provisions of relevant collective negotiations agreements, this position may be eligible for a hybrid work arrangement. Flexible work arrangements are not permanent, are subject to change or discontinuation, and contingent on the employee receiving approval in the FlexWork@RU Application System. Union Description HPAE 5094 Payroll Designation PeopleSoft Seniority Unit Terms of Appointment Staff - 12 month Position Pension Eligibility ABP

• Bachelor's Degree required in a relevant field plus a minimum of three (3) years of relevant work experience.
• Equivalent experience, education, and/or training may be substituted for the degree requirement., * Excellent oral and written communications skills, interpersonal skills and capable of functioning in a team environment.
• Prior experience in IT customer service in a fast-paced environment and the ability to handle multiple concurrent tasks with constant interruptions.
• Strong skills in problem identification and resolution, working well with loosely integrated teams, keeping others clearly informed, as well as skills in efficiency, organization, excellent decision making, communications, training and documentation are required.
• Ability to translate complex IT terms and specifications into layman's terms for user support is a must.
• Ability to work and learn independently and in a team environment, and to make decisions using good judgment in line with established protocols is required for success in this position.
• Requires knowledge of AI technologies and understanding of cloud hosting services.

Preferred Qualifications

• Familiarity and experience with ServiceNow, common AI platforms/applications, and learning management systems is preferred., 1. * Do you have a Bachelor's Degree required in a relevant field plus a minimum of three (3) years of relevant work experience or equivalent experience, education, and/or training may be substituted for the degree requirement?

• yes
• no

2. • Do you have prior experience in IT customer service in a fast paced environment and the ability to handle multiple concurrent tasks with constant interruptions?

Grade 28S Salary Details Minimum Salary 81155.000 Mid Range Salary 97671.000 Maximum Salary 116172.000, Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:

• Medical, prescription drug, and dental coverage
• Paid vacation, holidays, and various leave programs
• Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options
• Employee and dependent educational benefits (when applicable)
• Life insurance coverage
• Employee discount programs

Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey's preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses. For two consecutive years, Rutgers is ranked on Forbes' list of America's Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication's 2023 list. Rutgers' commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation's military veterans, and ensuring accessibility and accommodation for individuals with disabilities. Posting Summary Rutgers, The State University of New Jersey, is seeking a IST Analyst II in the Enterprise Service Delivery in the Office of Information Technology.