Information Technology - Systems Analyst

Position Summary Provide software application support for university user community.  Responsible for communicating with end users, analyzing issues and resolving them, and assisting Senior Systems Analysts. Principal Duties & Responsibilities Manage IT Service Management tool to provide application end-user support, including researching user complaints, troubleshooting issues, escalating to Senior System Analyst or engaging vendor if appropriate, and answering technical questions, in a timely manner. Document technical information, processes, and issue resolution for supported applications. Maintain system integrity and security by managing user accounts and permissions. Develop and facilitate user training for supported applications. Assist Senior Systems Analyst with application configuration and enhancements. Demonstrate thorough and friendly customer service to end users. Communicate clearly and professionally, both verbally and in writing, to different audiences. May perform all or some of the responsibilities above and other related duties as assigned. Knowledge, Skills, Abilities, & Other Attributes Bachelor’s Degree in a computer-related or business-related discipline required Minimum of 2-5 years of experience in an application or technical customer support role Experience with and understanding of academic environment and familiarity with academic-related applications preferred Propensity to learn new technology quickly and apply working knowledge Capacity to define problems, collect data, establish facts, and draw valid conclusions Exceptional verbal and written communication skills as well as strong interpersonal skills Excellent organizational skills and attention to detail Possess a strong work ethic and team player mentality Ability to work under minimal supervision Unusual Working Conditions Working after hours, on weekends, and holidays to complete assigned tasks is sometimes required.