Serves as technical expert and provides primary operational support to stakeholders (faculty, staff, prospects, students, and alumni) for software applications. Coordinates with stakeholders, vendors, and other IT teams to diagnose and resolve issues. Works with stakeholders to automate processes. Performs day-to-day applications-system administration and maintenance including scripting. Implements and maintains integrations between applications. Manages and tracks work through internal ticketing system. Creates and maintains knowledge base articles for use in application support and training.
Collaborates directly with vendor support during implementations and to resolve application issues for stakeholders. Stays in constant communication with stakeholders to meet user needs. Schedules and conducts one-on-one consultations with stakeholders as necessary. Leads or participates in medium to large project teams that implement complex technical solutions. Participates and works cooperatively with project team members to ensure project success. Meets milestone and project completion dates; utilizes project management methodologies; provides timely project status updates to management
Develops effective systems management plans and strategies, such as monitoring of system and error logs, monitoring disk space, etc. Analyzes performance indicators to ensure that enterprise systems are operating efficiently. Consults with vendor experts, other application administrators, enterprise architects, and management on potential solutions for proactive systems management. Maintains a current knowledge of relevant technologies and recommends new technologies for the enhancement of the campus systems. Participates in product evaluations.
Performs and manages software installations, upgrades, service pack installs, patches, etc. of on-prem and vendor hosted systems. Debugs and tests systems software and system software packages purchased from vendors. Analyzes system design and develops methods to integrate systems, and improve the efficiency and performance of applications.
Performs disaster recovery procedures, ensures all supported systems are part of the enterprise backup system. Participates in development of policies and procedures.
A high school diploma and work experience in the administration and management of software applications in an enterprise environment is required. An associate’s degree or a bachelor’s degree in a related field may be substituted for the required work experience. Candidates with an equivalent combination of experience and/or education are encouraged to apply.
Demonstrated ability to be the subject matter expert in supporting, maintaining, and administering complex enterprise software applications preferably in higher education or a related setting.
Extensive working knowledge of systems architecture, systems planning and design, network operating systems, and software application management.
In depth knowledge of, and experience with, Windows and/or Linux/Unix systems administration, SQL scripting experience, light programming, and application support.
Must have experience with database technologies and client-server technology.
Must possess extensive analytical and troubleshooting skills.
Strong customer service skills and familiarity with service management methodologies.
Experience with monitoring tools and analytical tools a plus.
Familiarity with enterprise backup, storage technologies, and open source technologies a plus.
Ability to understand and carry out technical instructions in order to perform application system installations, upgrades and integrations.
Must be proficient in project management methodology. Ability to plan, organize and follow through multiple projects simultaneously.
Proficient written and verbal communications skills.
Must have the ability to establish and maintain effective working relationships with other IT staff, business stakeholders, and vendors.