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Rutgers University

Senior Client Services Analyst

Position Details

Position Information

Recruitment/Posting Title

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.

Posting Summary

Rutgers, The State University of New Jersey, is seeking a Senior Client Services Analyst in the Enterprise Service Delivery within the Office of Information Technology (OIT).

Reporting to the Director, the Senior Client Services Analyst provides advanced technical support and guidance to deskside support technicians and end-users, ensuring efficient access to university information systems and adherence to IT standards. This role serves as a key liaison between clients and technology teams, delivering solutions that align with organizational goals and technology architecture.

Among the key duties of this position are the following:

Troubleshoot and resolve desk-side computing issues, ensuring minimal downtime.
Maintain proficiency in Microsoft desktop suites and related applications.
Utilize the call logging system (Service Now) to track and manage incidents and service requests.
Proficiency in OIT Management Device Management standards.
Ensure adherence to network infrastructure policies and procedures.

FLSA

Exempt

Grade

30S

Salary Details

Minimum Salary

88681.000

Mid Range Salary

106877.000

Maximum Salary

127237.000

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 in Computer Science, Engineering, Business Administration, or related field. Minimum five (5) years of experience in a desk-side support capacity.
Equivalent education, experience, and/or training may be substituted for the degree requirements.

Certifications/Licenses

Required Knowledge, Skills, and Abilities

Proficiency in Windows operating systems and Microsoft Office Suite; proficiency in Mac OS; experience in Active Directory, Kace, Cisco Secure, Papercut, Service Now; Familiarity with Network Infrastructure, both wired and wireless.
Practical, analytical, and interpersonal skills, and demonstrated oral and written communication skills.
Demonstrated ability to identify and solve problems. Demonstrated customer service skills.
Ability to communicate technological compatibilities effectively to clients.
Ability to multitask between related issues and requirements.
Ability to take initiative and work with minimal supervision.
Knowledge of industry standards and trends.

Preferred Qualifications

Equipment Utilized

Physical Demands and Work Environment

PHYSICAL DEMANDS:

Sitting, standing, walking, or hearing. No special vision requirements.

WORK ENVIRONMENT:

Office environment.
Moderate Noise.

Special Conditions

Posting Details

Posting Number

26ST1052

Posting Open Date

Special Instructions to Applicants

Regional Campus

Rutgers Biomedical and Health Sciences (RBHS)

Home Location Campus

Newark (RBHS)

City

Newark

State

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 (*).

* Bachelor’s degree in Computer Science, Engineering, Business Administration, or related field and a ,minimum of five (5) years of experience in a desk-side support capacity or equivalent education, experience, and/or training thar may be substituted for the degree requirements?
- yes
- no

Applicant Documents

Required Documents

Resume/CV

Optional Documents

Cover Letter/Letter of Application

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