Application Support Analyst

University of Chicago • Chicago, IL

11d • Hybrid

About The Position

This role liaises between the IT group and business to support the development and implementation of new systems and enhancements of existing systems. With moderate guidance, evaluates new IT developments and evolving business requirements, and uses elementary knowledge of University systems to recommend appropriate systems.

Requirements

• Minimum requirements include a college or university degree in related field.
• Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.

Nice To Haves

• Major in technology, computer systems, computer science or similar major.
• Minimum two years of professional work experience in a technical support role.
• Minimum two years of experience maintaining user permissions.
• Demonstrated skill and knowledge of, or ability to learn quickly, the internal workings of the University as well as the technology tools available to the Office of Advancement, including Phoenix, the University's donor relationship management system.
• Proficient in the Microsoft Office Suite.
• Proficient with Windows servers.
• Skilled with Salesforce.
• Understanding of Salesforce HTML and JSON.
• Skilled at installing, configuring, and managing applications.
• Outstanding interpersonal and communications skills characterized by the ability to listen, speak, and write effectively.
• Self-motivated and take initiative.
• Manage confidential information with discretion and tact.
• Act with integrity, professionalism, and confidentiality.
• Prioritize multiple projects and independently follow through with detail.
• Critically think and troubleshot.
• Work collegially and collaboratively in a team setting.

Responsibilities

• Performs user Account Setup and Management, including user account audits.
• Performs departmental onboarding/offboarding activities for new users.
• Creates technical documentation, including but not limited to, system configurations and process flows.
• Provides Tier-1 Salesforce support for Advancement staff, including third-party application support.
• Performs the setup, configuration, and upgrade processes for a variety of departmental and Advancement software products including, but not limited to, Salesforce CRM, Experience Cloud, CRM Analytics, Kindsight ascend, Conga, Cvent, Marketo, and others.
• Applies knowledge of Salesforce and business systems to define and manage system access settings and permissions sets.
• Maintains Advancement application inventory, including software license management.
• Sets up, upgrades, and maintains Advancement applications on Windows Server as required.
• Stays current on privacy-enhancing technologies and privacy/security-by-design principles, and applies them across Advancement’s service catalog to protect business information throughout the data lifecycle.
• Implements and maintains new and existing applications.
• Uses best practices and knowledge of internal or external University issues to improve products or services.
• Collaborates closely with UChicago IT Services application development team to triage, prioritize, and execute product releases.
• Performs analyses and assists in a variety of Salesforce and application support activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts.
• Seeks opportunities for professional development that will enhance job performance including attending webinars, seminars, and building networks within the University and with colleagues at peer institutions.
• With moderate direction, conducts business process and needs analyses, completes preliminary cost-benefit reviews, and translates user requirements into solutions, resolving routine database issues to ensure reliable access to required data.
• Implements functional, system, and program specifications.
• Assists in revising existing system logic difficulties as necessary, under the direction of more experienced colleagues.
• Administers new IT developments, keeps up with evolving business requirements, and uses knowledge of University systems to recommend appropriate systems alternatives and/or enhancements to current systems.
• Performs other related work as needed.

Benefits

• The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook .

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees