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IST Analyst II
Position Details
Position Information
Recruitment/Posting Title
IST Analyst II
Job Category
Staff & Executive - Information Technology
Department
Enterprise Service Delivery
Overview
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.
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.
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:
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.
Equal Employment Opportunity Statement
It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * 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
- * 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?
- yes
- no
Applicant Documents
Required DocumentsOptional Documents
- Resume/CV
- Cover Letter/Letter of Application
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