Job Description
Operating Title
Application Support Specialist
Long Classification Title
Sr Information Support Technician
Campus Location
Durham
Department
UNH Business Apps Admin/Integration
Summary of Position
Under general supervision, perform support and operations tasks as part of a team for the portfolio of software applications used and maintained by the Enterprise Technology and Services Business Applications team. These applications include, but are not limited to, student information, human capital management, financial management and reporting, integrated workplace management, and enterprise service management solutions. Apply established procedures to analyze and provide service based on the triage of service requests, monitor regular production tasks, and assist with testing of updates and new releases. Communicate as the intermediary liaison between end-users and technical staff about specific support needs as well as broader efforts around testing and upgrades. Keep current on knowledge of application function across the portfolio of applications. Create and review knowledge base documentation for end users. Collaborate with and provide input effectively to application administration, developer, and management staff to address more complex issues and improve on processes. Follow defined IT best practices. Participate in other IT-related project work as assigned.
Acceptable minimum level of education
Bachelor's
Acceptable minimum years of experience
2 years
Additional Job Information
UNH is a federal contractor within the meaning of the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors. This position may require that you be vaccinated against COVID-19 in the future, unless you apply for and receive a religious or medical exemption. You may not test out of this requirement.
Posting Number
PS3691FY22
Other minimum qualifications
• Bachelor’s degree and two years of experience in information technology field, Associate’s and four years, or combination of education and experience equal to six years. • Familiarity with complex, enterprise-grade applications
• Experience troubleshooting technology-related issues
• Experience providing user support services
• Ability to work collaboratively
• Strong attention to detail
• Good written and verbal communications skills related to technical topics
Additional Preferred Qualifications
• Direct experience working Ellucian ERP solutions or AssetWorks IWMS
• Familiarity with ITIL/IT Service Management practices
• Experience with project management tools and methodologies such as TeamDynamix, Microsoft Project and PMBOK • SQL programming and web application development skills
• Experience working within a higher education IT environment
Salary Information
Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.
Quicklink for Posting
https://jobs.usnh.edu/postings/52705Percent Time Information (FTE)
1.00
Grade
18
EEO Statement
The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.
Institution Information
The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire’s lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.
Posting Date
11/29/2022
Open Until Filled
Yes
Posting Open to Internal Candidates Only?
No
Interested Internal Candidates Exist?
No
Job Category
Hourly Staff (Non-Exempt)
Appointment Type
Regular
Drivers License and Physical Requirements. Please check all items that apply.
None applicable
Duty/Responsibility
Provide tier-2 user support for all products in the business applications technology portfolio. Track and records progress on service requests and incidents. Participate in efforts to streamline and improve support practices and overall service delivery.
Duty/Responsibility
Manage and fulfill user account requests to grant approved privileges within applications. Assist in performing periodic audits of user access and rights.
Duty/Responsibility
Participate in reviewing, testing, piloting, and deploying new technology features. Perform testing of upgrades and new features according to defined test plans. Communicate about upgrades and associated testing efforts with end-user departments to gather their input and obtain approvals for release to production.
Duty/Responsibility
Create, review, and revise self-help documentation or tutorials and user communications that support USNH faculty, students, and staff in using the applications within the technology portfolio.
Duty/Responsibility
Perform and monitor routine production tasks within the applications.
Duty/Responsibility
Participate as a core team member on other IT-related projects as assigned.
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