About the Department:

University Life Information Technology Services provides technology support, guidance, and training to the division of University Life. We seek to build collaborative relationships with our customers and to deliver complete business solutions that streamline processes, eliminate redundancies, and foster growth. Technology Services offers a variety of technical services that support and advance both divisional and University-wide goals. University Life Technology Services identifies technology to improve business processes, provides guidance for hardware purchases, identifies software solutions, supports event spaces, and provides insight and information concerning the latest IT trends.

About the Position:

The Applications Analyst serves as a team member of the University Life, Technology Services department, providing IT support for departmental enterprise software systems and any integrations. This position serves as the single point of contact for new systems, reviews and interfacing with central IT for approvals. This position also provides support for desktop and other needed equipment and ensures the confidentiality and security of all information.

Responsibilities:

System Support/Administration Performance

Serves as the subject matter expert (SME) on all components of assigned systems related to the departmental enterprise systems, including overall system functionality, reporting, interfaces, and other modules;
Ensures all systems are managed and maintained in an industry compliant manner;
Works with users to develop and implement department specific processes and procedures for overall use of systems as well as troubleshooting documentation for all assigned systems;
Works with vendors to troubleshoot software, understand implementation and features, and updates users as necessary;
Develops and provides training for staff on software use and function;
Provides guidance and direction for implementation of new features or processes within software. Sends out status reports, as appropriate;
Supports and maintains peripheral devices that department software relies upon;
Provides support for departmental events, both on site and at remote sites;
Performs routine maintenance of the systems as necessary;
Coordinates with the vendor, as necessary to understand and document features, bugs and provides support to the departments as the SME; and
Ensures enterprise systems are maintained in a complaint manner and all industry controls are in place.
Process Development/Documentation

Assists other functional areas with process development as it relates to the assigned systems;
Creates and maintains Standard Operating Procedures (SOPs) for functions and processes related to applications and workflow;
Collaborates with staff in process development as subject matter expert on the software and associated technologies;
Creates and maintains user support documentation for assigned systems;
Develops best practice and standard operations processes for assigned systems/applications;
Develops technical design and documentation of application dependent data conversions, interfaces, custom reporting, and custom applications; and
Assists with audit responses, providing accurate response and following up on action items.
System Integration

Works with units inside and outside UL to develop integrations with other systems;
Develops methods for transfer of data to and from the housing management system utilizing APIs/SDKs and/or developing scripts;
Ensures that integration processes are secure and follows industry best practices; and
Performs scheduled reviews of integrated processes and makes enhancements where necessary.
Training

Develops current, useful, and maintainable training methods and materials for user training of systems;
Provides user training to both fulltime and student staff on an on-going, annual schedule and as needed;
Identifies staff training needs and makes recommendations for training;
Enforces University computing policies and UL Technology policies surrounding applications and systems; and
Provides customer service to users to ensure applications are being used productively and appropriately.
Required Qualifications:

High school diploma or equivalent;
Experience in application administration or technical support delivery;
Experience with project management, systems planning, security principles, and general software management best practices;
Experience working with vendor customer support on issue resolution;
Experience upgrading software applications;
Experience typically obtained in two years of professional experience in supporting customers and processes;
Demonstrated experience in building user documentation and training users;
Demonstrated experience training a diverse group of users;
Demonstrated problem-solving/analytical skills, knowledge of analytical tools, and complex troubleshooting methods;
Knowledge of systems planning, security principles, and general software management best practices;
Ability to work through ambiguous work situations;
Demonstrated verbal and written communication skills, including the ability to produce quality documentation and training materials;
Highly developed attention to detail with time and project management skills;
Ability to work independently in a fast-paced, diverse environment;
Ability to multitask, problem-solve, be detail-oriented, and manage competing priorities; and
Demonstrated customer service skills.
Preferred Qualifications:

Bachelor’s degree in related field or equivalent work experience;
Experience with assessing test scenarios, developing appropriate use cases/test plans, and quality control;
Demonstrated project management skills;
Ability to develop test scenarios and appropriate use cases/test plans;
Knowledge of data management and security principles;
Knowledge of appropriate system requirements for new systems and system enhancements; and
Ability to develop system requirements for both new systems and enhancements/additional modules for existing systems.
Instructions to Applicants:

For full consideration, applicants must apply for Applications Analyst at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter/Letter of Intent and Resume for review.