Applications Support Specialist

University Corporation for Atmospheric Research•Boulder, CO

35d

About The Position

UCAR's Enterprise Software & Applications (ESA) team is a collaborative and vital team at the heart of UCAR's operational success. ESA team members ensure our scientists, engineers, and administrative and executive staff have the functional tools they need to support groundbreaking earth system research. This position is the first level of the applications support job family. The Applications Support Specialist interacts with a wide array of stakeholders via phone, email, service desk applications, and in-person interactions to support the effective use of Operations business applications and services. The Applications Support Specialist responds directly to provide technical assistance, fulfill routine support requests, and resolve routine (Tier 1) issues. The position also contributes to the development of application documentation, training resources, and knowledge bases. Application support covers extensive procedures across multiple dimensions, including incident, request, and problem management, and recommending changes or new configurations to assist staff in achieving organizational goals. The Applications Support Specialist works closely with members of cross-functional teams to research, understand, and remediate reported stakeholder issues in a timely and professional manner by troubleshooting problems, interpreting policies, and providing technical assistance. This position requires the ability to maintain effective working relationships to deliver a high level of customer service for all levels of staff.

Requirements

Bachelor's degree in computer science, business, or a related field.
3 years experience in providing support and documentation for complex business and financial applications
Or an equivalent combination of education and experience.
Strong technical aptitude, including a solid understanding of basic information technology concepts, including transaction processing, business process and workflow management, system interfaces, data management, and user access permissions.
Demonstrated ability to learn complex business applications.
Experience with incident troubleshooting and escalation.
Experience working with Jira or other service desk applications.
Proficient in Excel, Word, Google Apps, and strong computer navigation skills and PC knowledge.
Excellent analytical and problem-solving skills.
Ability to prioritize, organize, and coordinate simultaneous tasks/projects. Excellent organizational skills demonstrated by managing multiple priorities.
Ability to quickly learn information, perform well under pressure, and quickly resolve issues, including multiple concurrent tasks.
Ability to work as a team member, as well as independently.
Basic knowledge of training techniques and instructional methods specific to the implementation and adoption of new, modern technical business solutions.
Exceptional customer service orientation and commitment.
Excellent verbal and written communication skills, including technical writing. Good presentational skills preferred.
Excellent interpersonal/relationship management skills; proven ability to work with a variety of colleagues at all levels of the organization, as well as vendors and sponsor organizations.

Nice To Haves

Experience providing support for Workday Human Capital Management, SAP Concur Expense, and/or JAGGAER Source to Pay applications
Experience training adult learners
Experience working for a government or government-funded organization

Responsibilities

Provides technical assistance, end-user support, and triages reported issues for a portfolio of business and administrative applications and services. Resolves routine problems and determines the appropriate resource for escalation and resolution of more complex (tier 2 and tier 3) issues.
Performs technical troubleshooting and data analysis to triage workflow, user permissions, and other problem reports.
Responds to inquiries and reported incidents from staff and external vendors utilizing phone, email, chat, service desk tools, and other communication methods. Refers staff to published training materials, policies and procedures, secondary sources, or more senior staff. Escalates questions specific to policies and procedures to the appropriate line office ensuring end-users know who will respond to their request.
Meets or exceeds defined ESA response time metrics.
Develops and maintains basic proficiency in core business and administrative applications, including, but not limited to Human Capital Management and Finance (Workday), Source-to-Pay (JAGGAER), and Travel and Expense (SAP Concur), as well as the related policies and procedures.
Utilizes the service desk ticketing system (Jira) to document internal and external correspondence for incident resolution including troubleshooting steps, solutions, action plans, and best practices identified by resolving staff issues. Creates and/or updates knowledge base articles to reflect current configurations and common issues as needed.
Works with stakeholders, senior analysts, and functional managers to recommend and develop improvements to system configurations. May participate in analyzing or testing technical configuration and workflow changes for client systems to perform in-depth technical troubleshooting and alternative approaches.
Maintains and delivers routine performance management metrics, documentation, and instructions / training materials on service-related processes and issue resolution activities.
Ensuring learning resources are accurate and easy to understand
Identifying additional topics of learning and areas/individuals in need of training opportunities
Developing and maintaining basic learning resources for supported applications, including application guides and flowcharts and/or instructional materials in print, digital, and video formats.
Analyzing service desk trends to identify recurring issues and requests. Partners with IT Cloud Solutions Analysts to recommend and implement solutions.
Participates in user acceptance testing (UAT) for application enhancements and updates.
As the first level intake resource, works independently to assess the end-user's issue or request and resolve routine issues and support requests with proven solutions for a broad array of applications.
Interprets data to identify problems, determine the root cause of the problem or issue, and determine the best resolution or appropriate escalation path.
Independently gauges response effort to outcomes and identifies ways to improve response time, effectiveness, and use of resources.
Independently applies judgment to determine the appropriate application of policies and procedures to ensure effective, equitable, consistent policy compliance and to identify and escalate policy violations to appropriate policy owners.

Benefits

Tuition Assistance, time off allowance to attend classes, and other professional development opportunities.
UCAR contributes 10% of your eligible pay into your retirement account; 100% fully vested on day one.
Starting minimum accrual of 20 days of personal time off each year (prorated for less than full-time positions).
10 paid holidays.
12 weeks of paid parental leave.
Short-term medical leave paid at 100% of your regular salary.
EcoPass for local Colorado residents to use the Denver and Boulder-area transit system at no cost.

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