Lead Applications Support Analyst – HigherEdJobs

Position Number: 986758

Home Org/Dept: Enterprise Applications Management – Kent Campus [100504]

Location: Kent Campus – Kent, OH

Work Type: Staff/Unclassified

Physical Location:  Kent, OH

Salary:  $65,719

Basic Function:

As primary system administrator and technical contact, responsible for ongoing administration and support of software and applications in a complex production environment. Works closely with clients, business analysts, and team members to understand complex business requirements that support mission-critical technologies. Reports to designated administrator.

Examples of Duties:

Duties/essential functions may include, but not be limited to, the following: 

Responsible as primary system administrator and technical contact for security access requests, application troubleshooting, workflow, data and change management requests for multiple enterprise systems.

Coordinate (and perform) overall system(s) administration, support and change management tasks. Develop strategies for managing application functionality and support that will optimize user experience. Serve as primary technical point of contact for the daily operations of support systems, including application troubleshooting, workflow, data and change management requests.

Lead and directs support staff and students to provide guidance of employees who work on a project or assignment.

Perform related duties as assigned.

JOB COMPETENCIES:

Lead the administration, documentation, monitoring and/or modification of multiple enterprise applications based on system life-cycle standards and IT Architectural and Security protocols. Perform analysis and judgment regarding interdependencies of processes/applications/technologies.

Provide end-user support, working directly with clients as well as remediating user-generated tickets/cases.

Work effectively with very limited oversight. Recognize connections across multiple projects; develop effective integrated solutions; assist peers in developing alternative solutions.

Minimum Qualifications:

Bachelor’s degree and 5 years of relevant professional experience.

Or an Associate’s degree and 7 years of relevant professional experience.

Or comparable relevant professional experience equivalent to 9 years.

License/Certification:

Knowledge Of:

Tools necessary to provide enterprise level application support

Common operating system and application support environments 

Business requirements that drive adoption of technologies

Skill In:

Meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs

Interpersonal communication to effectively interact with University personnel and the public

Ability To:

Take ownership of an enterprise platform/application, integrations, and governance

Establish and grow relationships with team members, stakeholders, end users, and vendors

Manage time and prioritize work

Follow complex technical documentation

Conduct effective training and presentations

Participate effectively in cross-functional teams

Lead meetings effectively and promote collaboration

Identify and create reports for critical metrics

Preferred Qualifications – if applicable:

Working knowledge with any/all of the following: 

EAB Navigate or other HE student retention software, Slate CRM, MS PowerBI, MS Power Platform, Banner ERP, previous supervisory experience

Assessments:

Asterisk (*) indicates knowledge, skills, abilities which may require assessments. Assessments could take the form of interview questions, a request to provide work samples or a written or practical test to assess job related competencies.

Working Conditions / Physical Requirements:

Incumbent may be required to travel from building to building and off campus occasionally.

Additional Information: 

Must pass a security check.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

For official job descriptions, visit www.kent.edu/hr. 

Kent State University is a Smoke-Free, Tobacco-Free University effective July 1, 2017. Smoking and tobacco use are not permitted on any of Kent State’s campuses or other locations and properties that are owned, operated, or leased by Kent State, both domestic and international. For additional details, visit www.kent.edu/smoke-free.