IST Analyst II

IST Analyst II Position located in the Office of Information Technology, Enterprise Service Delivery, Rutgers Biomedical and Health Sciences (RBHS), Piscataway, NJ. Overview The IST Analyst II coordinates and develops all aspects of end‑user support and guidance for AI platforms at an enterprise level. The role serves as a technical resource and liaison for OIT Help Desk leaders and distributed IT support groups, provides training, maintains knowledge articles, and communicates emerging needs to service owners. Responsibilities Develop and conduct AI focused training programs for support staff and departments. Coordinate and manage AI‑related support and escalations for the OIT Help Desk and department IT teams. Review and maintain AI support documentation, ensuring alignment with university policies and security best practices. Track metrics and generate reports on AI support and agreed‑upon SLAs. Serve as a communications and deployment partner for all new AI rollouts and upgrades/change events. Qualifications Bachelor's degree in a relevant field and a minimum of three (3) years of relevant work experience. Excellent oral and written communication and interpersonal skills. Experience in IT customer service in a fast‑paced environment, managing multiple concurrent tasks. Strong problem‑identification and resolution skills, effective team collaboration, and training/documentation abilities. Ability to translate complex IT terms into layman’s terms for user support. Knowledge of AI technologies and cloud hosting services. Preferred: familiarity with ServiceNow, common AI platforms/applications, and learning management systems. Benefits 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. Rutgers provides a comprehensive benefits package to eligible employees. All offers of employment are contingent upon successful completion of all pre‑employment screenings. Equal Employment Opportunity Statement It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership 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. Applicants are encouraged to apply. #J-18808-Ljbffr Rutgers University