Overview

Job Location:
Los Angeles, CA – University Park Campus

The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Customer Service Analyst with an exceptional commitment to service excellence to join its team. As the Customer Service Analyst, you will be an integral member of the Service Desk team. You will collaborate with diverse and talented team members to help solve multidimensional information technology problems, particularly in the area of Finance/Business. This role will provide stellar customer service to our Financial/Business stakeholders and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.

We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

MINIMUM REQUIREMENTS

The candidate for the position of Customer Service Analyst must meet the following qualifications:

  • Bachelor’s degree in a relevant field such as business administration, finance, computer information systems, etc., or equivalent combination of education, training, and experience.
  • Two years’ experience in information technology providing customer service and support preferably in the area of Finance/Business.
  • Experience with Level-1 support for Workday Financials, SAP Concur, Marketplace, Anaplan, Cayuse and other common systems.
  • Proven ability to assess problems and prioritize accordingly based on importance and urgency.
  • Experience with ServiceNow or similar IT service management tools. Ability to make efficient, logical decisions in a rapidly changing environment.
  • Excellent written and oral communication skills, and reliable technical documentation skills. Excellent customer service and interpersonal skills, with the ability to develop positive working relationships and strong rapport with team members

PREFERRED QUALIFICATIONS

The ideal candidate for the position of Customer Service Analyst has the following qualifications:

  • Bachelor’s degree in Business Administration, Finance, Accounting, Information technology, or relevant field. Experience in higher education and/or customer service.
  • Minimum of 4 years of experience in information technology providing IT Financial Support.
  • Customer service expertise.
  • Experience with Workday Financials and all its pertinent domains, Marketplace, SAP Concur, Salesforce, Anaplan, and Cayuse.

THE WORK YOU WILL DO

The Customer Service Analyst provides frontline technical support to a broad range of Financial and Business customers, partners, and key stakeholders in administrative and academic units. Engages with callers to understand inquiries, issues, and service interruptions, and facilitates timely and impactful resolution while delivering customer service excellence. Demonstrates ITS values in action.

The Customer Service Analyst:

  • Provides troubleshooting support to our Financial and Business stakeholders through service desk inquiries via phone and email. The Customer Service Analyst will leverage the in-depth knowledge of university hardware and software applications to facilitate issue resolutions. Communicates positively and effectively with customers, actively listens by asking precise questions to identify pain points and escalating issues as appropriate to the tier 2/3 teams.
  • Delivers consistent quality service and adheres to standard operating procedures (SOP) while actively adapting to rapidly changing environments and promoting continuous improvements. Minimizes repeated problems.
  • Identifies patterns of service requests and provides inputs in SOP to address common requests. Provides answers to frequently asked questions (FAQs) and develops solutions to common customer problems.
  • Creates and revises knowledge documents/procedures in ServiceNow knowledge base to better assist clients with their Financial issues and inquiries.
  • Efficiently logs all inquiries and related incidents in ServiceNow ticketing tool.
  • Supports the investigation, troubleshooting, and resolution of a range of escalated technology and business process-related incidents. Gathers detailed feedback, conducts initial assessments, and provides reports to tier 2 and 3 financial teams.
  • Aids the cultivation of an inclusive, transparent culture and environment, sharing information broadly, and actively embodies ITS values and behaviors (e.g., accountability, ethics, best-in-class customer service). Builds and maintains collaborative relationships with diverse groups of customers and leaders to ensure consistent, reliable service is delivered to a range of stakeholders. Supports the customer service team’s vision through the implementation of best practices. Maintains currency on emerging technologies and works with ITS leaders to develop and manage holistic strategies for delivering service and continuous improvements.
  • Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

Come join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence. Apply today!

The hourly rate range for this position is $33.00 – $40.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Minimum Education:
Bachelor’s degree
Combined experience/education as substitute for minimum education

Minimum Experience:
2 years

Minimum Field of Expertise:
Experience with Level-1 support, conducting common troubleshooting activities including password resets, remote installations of supported software, device registrations, two- factor authentication (2FA) setup, and other common activities. Proven ability to assess problems and prioritize accordingly, based on importance, and urgency. Demonstrated experience effectively prioritizing and executing tasks in a fast-paced environment.
Experience with ServiceNow or similar IT service management tools. Ability to make efficient, logical decisions in a rapidly-changing environment. Excellent written and oral communication skills, and reliable technical documentation skills. Excellent customer service and interpersonal skills, with the ability to develop positive working relationships and strong rapport with team members

                                                  

USC is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance. We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at [email protected].  Inquiries will be treated as confidential to the extent permitted by law.

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If you are a current USC employee, please apply to this  USC job posting in Workday by copying and pasting this link into your browser:

https://wd5.myworkday.com/usc/d/inst/1$9925/9925$85678.htmld