Job Title: Enterprise Application Services Analyst 

Organization: BrandEd

Department: Global IT

Reports to: Director of Enterprise Application Services 

Salary: $100,000.00

About BrandEd

BrandEd is a holding company which houses Sotheby’s Institute of Art, The School of The New York Times, Manchester City Sports Business School, Vogue College of Fashion and WIRED Education. Our strategy is to partner with the world’s most iconic and premier brands to create innovative, experiential learning programs from pre-college courses to collegiate and master’s programs offered in London, New York, Madrid and Online.

Position Purpose

The Enterprise Application Services Analyst will be a member of the Enterprise Application Services team, responsible for supporting enterprise application software used by students, faculty, and staff across BrandEd. This position can be either remote or based in the greater New York City area with occasional onsite work.

Essential Duties and Responsibilities

Specific duties and responsibilities include the following, but the individual will also be expected to perform all the duties necessary which are customarily performed by a person holding this position. Other duties may be assigned.

The IT Application Support Analyst is responsible for the administration, maintenance and support of enterprise applications. They will serve as a key technical resource for troubleshooting system issues, assisting end-users, performing system maintenance and ensuring seamless integrations between services. In addition to the tasks and activities listed below this person will be expected to assist with various IT projects as directed.

Application Support & Troubleshooting

• Diagnose and resolve application-related issues reported by users.
• Investigate system errors, performance issues, and unexpected behaviors.
• Work with internal teams and vendors to escalate and resolve complex issues.
• Monitor application performance and availability to ensure minimal downtime.
• Open and manage cases with vendor support teams when necessary.

User Support & Training

• Provide end-user support and guidance on application usage.
• Conduct training sessions or create documentation for new and existing users.

• Act as a liaison between users and technical teams to translate business needs into technical solutions.

System Administration & Maintenance

• Perform routine system maintenance, including upgrades and patches.
• Configure and customize applications based on business requirements.
• Manage user access, roles, and permissions following security policies.

Incident & Problem Management

• Track and manage incidents using IT service management (ITSM) tools (e.g., TeamDynamix, ServiceNow, monday.com).

• Identify recurring issues and recommend long-term solutions.
• Participate in root cause analysis (RCA) to prevent future incidents.

Collaboration & Continuous Improvement

• Work closely with development, infrastructure, and business teams to enhance applications.

• Assist in the deployment of new applications or features.
• Participate in testing new releases, patches, or upgrades to ensure stability.
• Suggest process improvements to optimize application support and efficiency.

Reporting & Documentation

• Generate reports on system performance, issue trends, and user activity.

• Document support cases, troubleshooting steps, and resolutions for knowledge sharing.

• Maintain accurate records of system configurations and changes.

Compliance & Security

• Ensure compliance with company policies, industry regulations, and security standards.

• Assist with audits by providing necessary documentation and reports.
• Monitor applications for security vulnerabilities and work on remediation efforts.

Knowledge and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill and ability required. Under the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical Knowledge

• Enterprise Applications: Experience with student information systems (SIS), learning management systems (LMS), human resources information systems (HRIS), expense management systems, form builder and data collection platforms, survey tools, messaging platfoms and customer relationship management (CRM) solutions commonly used in higher ed and business.
• Database Management & SQL: Ability to query student and administrative data (SQL Server, Oracle, MySQL, PostgreSQL).
• Integration & Middleware: Understanding of API integrations (REST, SOAP) between systems (e.g., connecting SIS to LMS or financial aid platforms).
• Identity & Access Management (IAM): Familiarity with authentication protocols like SAML, Shibboleth, LDAP, or Single Sign-On (SSO) for school-wide login systems.
• Operating Systems: Familiarity with Windows, Linux, or macOS environments.
• Scripting & Automation: Basic knowledge of scripting (PowerShell, Python, or Bash) for automation and troubleshooting.
• Networking Basics: Understanding of networking concepts (DNS, TCP/IP, VPNs, firewalls) as they relate to application connectivity.
• Cloud & SaaS Platforms: Experience with cloud-based applications (AWS, Azure, Google Cloud, or SaaS solutions).

Problem-Solving & Analytical Abilities

• Troubleshooting Skills: Ability to diagnose and resolve technical issues quickly and efficiently.
• Root Cause Analysis (RCA): Ability to analyze patterns in incidents and identify long-term fixes.
• Attention to Detail: Strong ability to review logs, error messages, and configurations to pinpoint problems.
• Data Integrity & Validation: Understanding of FERPA regulations and best practices for handling student records securely.

• A thorough understanding and knowledge of commonly used concepts, practices, and procedures within the IT field.
• Knowledge of academic environments is strongly desired.
• Strong interpersonal skills.
• Strong organizational and problem-solving skills.
• Demonstrated professionalism and diplomacy in interpersonal relationships.
• Support and embrace of diversity and inclusiveness.

• Regular weekday (Monday-Friday) attendance/availability is required during core business hours.

• Ability to manage multiple priorities and projects.
• Ability to work independently and as part of a team.
• Ability to proceed with objectives under limited supervision.

Education, Work Experience and/or Licensure

• Must be legally authorized to work in the United States.

• 4-year college Degree in Computer Science/Related field preferred or equivalent job experience

• At least 3 years of experience in IT Support required.
• Experience with SharePoint/Teams or other similar content management/collaboration platform.
• Experience with Canvas preferred.
• Experience with Salesforce Education Cloud preferred.

Language Skills

• Excellent verbal and written communication skills
• Excellent command of the English language
• Proficiency in Spanish preferred

Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of his/her job. Under the ADA, reasonable         accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to hear, understand, and distinguish speech and/or other sounds.

Work Environment

The work environment characteristics listed here are representative of those an employee encounters while performing the essential functions of the job. Under the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Basic office environment
• Classroom/academic environment
• Online learning environment

The above statements are intended to describe the general nature and level of work being performed by an individual assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. BrandEd reserves the right to modify this job description in its sole discretion.

BrandEd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.