Position Details

Position Information

Recruitment/Posting Title
IST Analyst II

Job Category
Staff & Executive - Information Technology

Department
Enterprise Service Delivery

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.

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.

FLSA
Exempt

Grade
28S

Salary Details

Minimum Salary
81155.000

Mid Range Salary
97671.000

Maximum Salary
116172.000

Offer Information

The final salary offer may be determined by several factors, including, but not limited to, the candidate's qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university's broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.

Benefits

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

Position Status
Full Time

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

Qualifications

Minimum Education and Experience

• 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.

Certifications/Licenses

Required Knowledge, Skills, and Abilities

• 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.

Equipment Utilized

Physical Demands and Work Environment

PHYSICAL DEMANDS:

• Standing, sitting, walking, talking or hearing.
• No special vision requirements.

WORK ENVIRONMENT:

• Office environment.
• Moderate Noise.

Special Conditions

Posting Details

Posting Number
26ST1053

Posting Open Date

Special Instructions to Applicants

Regional Campus
Rutgers Biomedical and Health Sciences (RBHS)

Home Location Campus
Piscataway (RBHS)

City
Piscataway

State
NJ

Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements
Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.