Provide consultation and advice to PeopleSoft project team on security, mobile and data transfer safeguards; evaluate all transactions and processes implemented in PeopleSoft for security standards and risks.
Implements and maintains a Service Desk delivery model that ensures a high degree of customer satisfaction; performs problem trend analyses and initiates action to improve policies, procedures, and/or technology standards.
Follows specific, outlined, and detailed procedures. Contributions are usually limited to assignment-related activities. Contacts are primarily with direct supervisor and other exempt staff in the group or department.
Creates and maintains solution documentation, both for end-users and internal reference. Supports automated solutions: responds to user help requests, troubleshoots issues, conducts root cause analysis, and enhances tools to avoid future issues.
Directs and coordinates IT Service Desk planning, scheduling, and support functions by performing, personally or through other team members, the duties and responsibilities outlined herein (and others as may be assigned).