Ohio University's Office of Information Technology is looking for an energetic, detail-oriented application support analyst, who values effective teamwork, to join the Application Support Team.
You will be on a team of application support analysts, and you will be responsible for providing technology support for the web content management system and related technologies. In this role, you will have the opportunity to hone your knowledge of websites, while supporting the University’s transition to a modern web content management system.
Up to two people will be hired in this position.
The Application Support Analyst I provides technical and operational support for a suite of related applications or services. Responsible for troubleshooting complex and non-routine technology issues, conducting basic analysis of customer needs, and recommending solutions or services to meet those needs. Applies in-depth application and service knowledge to solve technology problems and fulfill website-related service requests. Focuses on customer needs and effectively communicates with both technical and non-technical end users. Assists in organizing and creating documentation and support resources for peers and contact center functions. Facilitates collaboration and information sharing among peers and across functions and serves as escalation point for application support issues that cannot be resolved by the contact center.
Troubleshoot complex, non-routine technology issues; Apply in-depth application and service knowledge to solve problems and fulfill requests.
Assess customer needs and recommend appropriate solutions or services.
Ensure escalated issues are addressed with appropriate urgency.
Assist in development of documentation and support resources for peers and lower level support functions.
Facilitate collaboration and information sharing among peers and across IT functions.
Assist in the evaluation and testing of application changes and upgrades.
Learn new applications, technologies, and skills independently through hands-on experimentation; Keep abreast of current web technologies and trends;
Proactively identify opportunities to improve processes and services.
Executes quality assurance reviews of websites.
Assists with the testing of websites for proper function and compliance with accessibility standards.
Bachelor’s degree or equivalent combination of education and work experience; 1-2 years of experience in a related field
Ability to issue clear, concise, and accurate written and oral communications that are audience appropriate.
Experience working in a team-focused environment. Demonstrated ability to work closely with others across functional boundaries and varying experience levels.
Experience using HTML at an intermediate level.
Experience in technical troubleshooting as it relates to websites, browsers, and related tools on Mac, PC, and mobile platforms.
Applied knowledge of ITIL concepts and practices.
Experience with IT Service Management tools (ServiceNow, Footprints, Remedy, etc.)
Strong technical aptitude and ability to learn new technologies and tools quickly.
Planning Unit: Vice President for Finance & Administration
Department: Information and Technology Office
Applicants may contact this person if they have questions about this position: Melissa McConnell (email@example.com)
Employment Type: Full-Time Term
$39,115-$45,000 depending on candidate’s experience and qualification. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.
Internal Number: 30594
About Ohio University
Ohio University is home to one of the nation’s friendliest and most picturesque campuses. But more importantly, it’s where you can become part of a two-century tradition of excellence and embark upon a rewarding career that will make a real difference. From teaching and research to admissions, facilities maintenance, and residence life, our faculty and staff propel Ohio University’s mission of helping students become their best selves. OHIO offers competitive compensation and outstanding benefits. For a complete list of employment opportunities, please visit www.ohiouniversityjobs.com.Ohio University is an equal access/equal opportunity affirmative action institution. For more information about Ohio University’s policies prohibiting discrimination and harassment, visit www.ohio.edu/equity.