Senior Collaboration Engineer ITS
Senior Collaboration Engineer (ITS)Information Technology ServicesUniversity of Southern CaliforniaShape How USC CollaboratesThe University of Southern California’s Information Technology Services organization is seeking a Senior Collaboration Engineer to support the enterprise collaboration platforms that connect USC’s academic and administrative communities.This is a hands-on senior systems engineering role in a small, highly collaborative team that partners with local IT teams, ITS technical staff, Cybersecurity, vendors, and stakeholders across USC. The ideal candidate brings strong collaboration platform administration experience, particularly with Microsoft 365, along with sound technical judgment, a customer-service mindset, and the ability to work independently in a remote, self-directed team environment.About the TeamThe Collaboration Technologies team supports a broad portfolio of tools and services used across USC, working closely with schools, administrative units, local IT teams, the Service Desk, Cybersecurity, and other ITS teams to resolve escalated issues, improve services, and help departments use collaboration tools effectively.This is a small team where accountability, clear communication, and customer service matter. Team members are expected to monitor service queues, take ownership of work and contribute to a team culture built on trust and shared knowledge.Key ResponsibilitiesIn this role, you will:Integrate and support a broad range of collaboration tools and services to optimize customer and stakeholder productivity across USC. Work with customers, vendors, and stakeholders in academic and administrative units, and share subject-matter expertise with co-workers and management.Set strategies and establish priorities and department-university alignment for collaboration projects and tasks. Evaluate the efficiency and effectiveness of existing tools, make recommendations for improvement, and proactively experiment with new or updated products. Engage with customers to gather feedback, identify opportunities for improvement.Apply industry knowledge and best practices to support innovation and continuous improvement. Analyze complex and/or conflicting data to identify root causes and develop effective troubleshooting protocols. Create and maintain knowledge base articles, tutorials, and training resources.Aid the cultivation of a welcoming environment and a culture of trust and transparency, sharing information broadly, openly, and deliberately. Build and maintain collaborative relationships with team members, peers, and leaders. Actively embody ITS values and behaviors, including accountability, ethics, and best-in-class customer service.Collaborate with team members and management to implement effective solutions that support Collaboration Technologies’ vision. Maintain currency with existing, developing, and disruptive collaboration technologies, standards, and best practices. Support process improvement efforts within ...