Student Experience Application Support Analyst

Loyola Marymount University•Lewisboro, NY

10d•$38 - $49

About The Position

The LMU Information Technology Services team enables technologically-rich learning environments, provides effective teaching and scholarship resources and maintains reliable, accessible, and integrated information systems. This work is grounded in and supports the University’ mission: • The encouragement of learning • The education of the whole person • The service of faith and the promotion of justice Under the direct supervision, the Student Experience Application Support Analyst provides proactive, customer-focused support for student-facing enterprise systems and services that enable the full student lifecycle, from recruitment through engagement and completion. This role goes beyond incident resolution to emphasize system understanding, partnership, and user experience improvement. The incumbent collaborates with ITS teams to ensure systems perform optimally and that users receive consistent, intuitive, and effective digital experiences. The incumbent will proactively explore, and document systems used across the university that affect the student experience, identifying opportunities to enhance usability, integration, and consistency in partnership with functional offices.

Requirements

Typically a bachelor’s degree in Information Systems, Business, Education, or a related field, or equivalent experience.
Three or more years of experience providing functional or technical application support, with demonstrated ability to troubleshoot issues and resolve complex user inquiries.
Experience working with student systems or SaaS-based enterprise applications, with an understanding of their configuration, workflows, and data dependencies.
Experience collaborating with technical teams such as integrations, development, data services, infrastructure, or information security to resolve system issues.
Demonstrated ability to analyze user issues, identify root causes, and recommend improvements to systems, processes, or documentation.
Strong communication skills, including the ability to translate technical concepts into clear, user-friendly language.
Ability to create and maintain documentation, FAQs, and self-service resources that improve user experience and reduce support dependency.
Strong organizational and prioritization skills, with the ability to manage multiple support requests and enhancement activities simultaneously.
Analytical mindset, with the ability to interpret support trends and identify opportunities to improve system stability or user experience.
Commitment to accessibility, inclusion, and continuous improvement in student-facing services.

Nice To Haves

A master’s degree in Information Systems, Education, Business Administration, or a related field is preferred.
Experience with major student systems or platforms such as Banner, Workday Student, Slate, StarRez, Campus Engage, or similar applications.
Experience improving user experience through process enhancements, documentation improvements, interface refinements, or workflow design.
Experience participating in testing cycles, including validation of patches, upgrades, and releases.
Familiarity with AI or cloud technologies, especially tools used for automation, monitoring, or enhancing user support experiences.
Experience supporting or improving decentralized applications or systems used across student-facing offices.
Proficiency with service management or ticketing tools, such as ServiceNow or similar platforms.
Training or certification in ITIL, business analysis, UX, Agile/Scrum, or related frameworks.

Responsibilities

Resolve Tier-Two Support Issues: Provide timely, high-quality tier-two support for application issues and requests, ensuring clear communication and minimizing disruption for end users.
Collaborate on Complex Issue Resolution: Partner with ITS teams, including Application Development Services, Infrastructure, Data Services, and Information Security, to resolve complex issues and strengthen system stability and integration.
Partner on Root-Cause Analysis: Work closely with Relationship & Product Analysts to evaluate recurring issues, identify systemic problems, and recommend sustainable long-term solutions.
Identify System and Experience Improvements: Analyze user feedback and support trends to identify opportunities to enhance user experience, reduce redundancy, and improve decentralized student systems.
Support Configuration & Workflow Optimization: Assist with configuration updates, workflow improvements, and data validation during enhancement cycles to improve system performance and usability.
Provide Experience Feedback: Inform Relationship & Product Analysts and the Experience Manager about user challenges, satisfaction levels, and improvement opportunities to guide decision-making.
Advocate for Student Experience: Identify and communicate opportunities to simplify, streamline, and modernize administrative processes to support student needs.
Leverage AI and Cloud Tools: Use AI- and AWS-based tools to automate monitoring, enhance response times, and improve service insights and predictive support capabilities.
Research and Document Student Applications: Proactively research and document applications used across campus to understand ownership, purpose, and their overall impact on the student experience.
Maintain User Support Resources: Create and update documentation, FAQs, and self-service materials that empower users and reduce reliance on direct support.
Promote User Education & Adoption: Collaborate with Change Management and Training teams to support user education, improve confidence, and drive adoption of student-facing systems.
Participate in Testing and Release Cycles: Support testing, validation, and rollout of upgrades, patches, and releases to ensure quality and readiness of student-facing systems.
Promote a Culture of Service: Adhere to LMU’s service standards of Communication, Accountability, and Professionalism.
Perform other related duties.