Job Overview

Lead and assist in the support, maintenance, monitoring, and implementation of the university’s enterprise systems and services in support of education, research, administrative, and other activities. Work closely with other members of the team to provide incident support, fulfill customer requests, and participate in the deployment of systems and services as part of the department’s ongoing initiatives.

Essential Functions

• Ensure the performance and reliability of systems. Monitor system performance and usage to maintain security and system health.
• Maintain systems and applications, supporting and training users for system(s) and applications usage.
• Troubleshoot and resolve any related hardware, software, user access or other problems. Evaluate problems and determines the required course of action.
• Work on multiple, moderate to high complex projects as a project team leader. Coordinate in projects to gather user requirements, design, configure, test and implement systems, applications and custom solutions.
• Work closely with management and senior staff to form strategies for the introduction of new and improved technologies across multiple disciplines.
• Coordinate new software releases, fixes and upgrades with technical teams and users.
• Support integration of changes in test, preproduction, and production environments.
• Recommend new features or changes to configuration/workflows based on user feedback.
• Collaborate with various teams for system configurations, support and integrations.
• Develop online user help, technical documentation and system scripts.
• May perform application programming or scripting to accomplish some duties.
• Create and utilize standard operating procedures.
• Lead discussions in peer knowledge sharing groups.
• Coordinate plans for business continuity and disaster recovery.
• Provide technical advice and expertise to faculty, staff, and students in the evaluation, selection, purchase, upgrading, and maintenance of software, hardware, and/or database system resources to meet user needs.
• Provide consultative, technical and training support and services to the user community to ensure problem resolution, system/data access, and optimal system performance.
• Develop checklists for continued ways to improve procedures to save time and money.
• Create and share technical estimates and operational requirements to enable accurate planning with realistic timelines.
• Analyze and resolve security and access problems related the overall system and software.
• Write and maintain documents related to security design, implementation and practices.
• Maintain history reports, identify and address reoccurring problems.
• Respond to escalated system problems.
• Research and evaluate emerging technologies.
• Function as the subject matter expert on one or multiple systems.
• Serve as a technical or team lead by providing guidance and direction to other administrators. Will review and inspect the work of other administrators.
• Lead and manage application security to ensure the confidentiality, integrity and availability of supported applications cooperatively with the Office of Information Security (OIS).
• Participate in 24x7 on call rotation responding to service outages as defined in the department’s standard operating procedures; serve as the initial Application Administration escalation contact for Tier 1 (help desk) support while on call.
• Perform related duties based on departmental need. This job description can be changed at any time.

Required Education

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Eight (8) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.

Required Experience

• Four (4) years of related experience.
• Solution expert with the implementation of enterprise class IT technologies.
• Expert working knowledge of computer systems, security, network and systems administration, data storage systems, virtualization, and cloud technologies.
• Strong critical thinking and decision-making skills.
• Excellent project management skills and ability to prioritize.
• Firm grasp of IT infrastructure and operations best practices.
• A thorough understanding of commonly used concepts, practices, and procedures.
• Excellent communication and presentation skills with the ability to explain difficult technical material clearly and patiently.

Physical Requirements/Work Environment