Specialist III/IV/V, Information Technology (Technical Support Analyst)

Position Details

Requisition Number

S712P

Home Org Name

Information Systems Support

Division Name

VP for Bus-Fin & CFO

Position Title

Specialist III/IV/V, Information Technology (Technical Support Analyst)

Job Class Code

MA14 C-E

Appointment Status

Full-time

Part-time FTE

Limited Term

No

Limited Term Length

Job Summary

The University Business Office is seeking applicants to fill the role of an IT technical support analyst. This IT job series manages or performs work associated with analysis, design, implementation, operation, deployment, and support of the organization’s information technology resources (including software applications, data processing and security, and software/database products by internal staff, outsourcing staff, or consultants. Activities include developing information technology strategies, polices and plans; maintenance and use of information technology resources; training and supporting technology users; operations and site acquisition.

Under general/minimal supervision, assists with implementing IT technical support requests and proposals and in deriving needs assessments. Uses knowledge of system analysis to implement and support technical University solutions. Resolves problems of a complex, comprehensive nature in areas to include enterprise and business applications and processes, University research processes, scripting and programming languages. May oversee or provide direction to junior employees.

Responsible for providing support to employee end users in areas of servers/mainframe applications, and ERP systems including:
• Acquiring, & software and planning for/responding to service outages
• Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems
• Responding to user requests to research complex problems associated with the organization’s ERP system and/or internally developed self-service applications.
• Providing real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer

Essential Functions

Essential functions include, but are not limited to:
1. Analyzes and solves problems on complex computer applications and systems. Provides a wide range of in-depth technical assistance and guidance to campus constituents. Writes structured queries to extract and review data for the development team, as appropriate, using technologically current programming languages.
2. Analyzes current and proposed software systems. Provides queries and table structures as information to assist with the development of complex systems for various constituencies.
3. In collaboration with applicable finance users, review proposals which consist of objectives, scope, and client expectations. Reviews, evaluates, and provides feedback for software acquisitions.
4. Provides technical support for the implementation of new technologies for Business & Finance adoption.
5. Acts as system administrator for current and new financial applications.
6. Assists with internal and external audit requests, including providing detailed data of transactions and entries for the applicable year under audit.
7. Responsible for annually rolling general ledger, procurement documents, budget, and opening accrual period at year-end for six charts.
8. Coordinate functional and complete technical testing of upgrades to the Financial Module of the University’s ERP system.
9. Monitor data feeds into ERP system, including but not limited to, Donor Management, AUM Refund, Student Accounts Receivable, Payroll, and Facilities.
10. Ensure appropriate scheduling through Appworx for nightly report runs as well as month-end reports.
11. Send appropriate tax files to the Internal Revenue Service (e.g. 1099s) within federal deadlines.
12. Meet regularly with DBAs to assist in translating user requests as well as assists in setting priorities for DBAs.
13. Performs other related duties as assigned by the supervisor.
The above key responsibilities are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with the knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position and the percent of time spent on each duty varies based on department needs.

Education Level

Entry into the applicant pool for Level III requires a high school diploma or equivalent.

Field of Study

No specific discipline.

Level III – High school diploma or equivalent
Level IV – High School diploma or equivalent
Level V – Bachelor’s degree

Years of Experience

Entry into the applicant pool for Level III requires 4 or more years of relevant experience

Area of Experience

Relevant IT experience in IT support and analysis, preferably in a university setting.
Experience in the acquisition, maintenance and continued support of software applications to include testing of upgrades, software troubleshooting, analysis and resolution of complex computer applications and systems. Ability to work with members of a team to resolve complex issues, audit requirements and new business practices as applicable.

Employer may consider advanced relevant degrees in lieu of experience. When a candidate has the required education, but lacks the required experience, they may normally apply additional appropriate education toward the experience requirement, at a rate of one (1) year relevant education per year of required experience.

Level III – 4 years relevant experience. Experience must include at least 1 year at the preceding level or equivalent.
Level IV – 5 years of experience. Experience must include at least 1 year at the preceding level or equivalent.
Level V – 4 years’ experience. Experience must include at least 2 years at the preceding level or equivalent.

In levels I – IV, appropriate college coursework may substitute toward the experience requirement at a rate of one (1) year relevant education per year of required experience
IT Spec III – V is exempt level work.
Level V requires a Bachelor’s degree.

Starting salaries for Level III are typically between $42K and $53K.
Starting salaries for Level IV are typically between $55K and $65K.
Starting salaries for Level V are typically between $64K and $74K.

Requirements for Additional Job Levels

In levels I – IV, appropriate college coursework may substitute toward the experience requirement at a rate of one (1) year relevant education per year of required experience
IT Spec III – V is exempt level work.
Level V requires a Bachelor’s degree.

Education Level

Field of Study

Years of Experience

Employer may consider advanced relevant degrees in lieu of experience for levels III and IV.

Area of Experience

Requirements for Additional Job Levels

Minimum Skills and Abilities

- Understanding of the business environment of a large university including an understanding of the University, its policies, and its operating procedures.
- Knowledge of multi-site VOIP environments.
- Knowledge of computing technologies and demonstrated skills and abilities with a broad range of relevant multi-user computer systems.
- Strong customer service orientation.
- Ability to effectively communicate technical concepts to a non-technical audience.
- Working knowledge of SQL and Oracle database tool (e.g., TOAD ).
- Must be a problem solver.

Proficiency of knowledge, skills, and abilities expected per level:
Level III – Beginner
Level IV – Intermediate
Level V – Advanced

Minimum Technology Skills

Minimum License and Certifications

None Required.

Desired Qualifications

1) Knowledge of Ellucian Banner ERP, Ellucian Banner Page Builder
2) Advanced degree in either technical, business or education related fields
3) Knowledge of financial and HR business processes in complex public universities

Salary Grade

32

Salary Range

$35,000 - $86,400

Job Category

Information Systems/Technology

Working Hours if Non-Traditional

7:45am - 4:45pm

List any hazardous conditions or physical demands required by this position

Posting Date

03/29/2021

Closing Date

EEO Statement

A commitment to an inclusive and diverse campus environment is required. Women, minorities, individuals with disabilities and veterans are encouraged to apply.

AUBURN UNIVERSITY IS AN AFFIRMATIVE ACTION / EQUAL OPPORTUNITY EMPLOYER . It is our policy to provide equal employment opportunities for all individuals without regard to race, sex, religion, color, national origin, age, disability, protected veteran status, genetic information, sexual orientation, gender identity, or any other classification protected by applicable law.

Special Instructions to Applicants

Quick Link for Internal Postings

https://www.auemployment.com/postings/21573
Documents Needed to Apply
Required Documents

1. Resume
2. Cover Letter

Optional DocumentsSupplemental Questions

Required fields are indicated with an asterisk (*).

1. * How were you made aware of this opportunity?
   • AU Employment website
   • Employment websites (Indeed, HigherEd Jobs, etc.)
   • Veterans Assistance Services
   • Disability Assistance Services
   • Newspaper
   • Professional Journal
   • Listserv
   • HR email
   • Social Media
   • State Employment Service
   • Walk-in
   • Other
2. * Please select the answer that best describes your current employment relationship with Auburn University.
   • Not a current Auburn employee
   • Current Auburn employee in position less than one year
   • Current Auburn employee in position more than one year
3. * Do you have a high school diploma or equivalent?
   • Yes
   • No
4. * Do you have 4 years of experience in IT support OR a degree to use in lieu of years of experience?
   • Yes
   • No
5. * Please describe your related experience in detail and provide the job titles of the positions in which you obtained it. If you do not have related experience, please enter 'N/A'
   
   (Open Ended Question)