Systems Analyst: IT Support, Information Technology

University of Tennessee • Chattanooga, TN

5d • Onsite

About The Position

The Systems Analyst position with a focus on IT Support is an entry level analyst position responsible for assisting with the support, analysis, and implementation of business processes and technology solutions within Enterprise Systems. This role ensures high-quality support services are provided for both functional and technical responsibilities. The analyst assists in requirements gathering, documentation, customer support, ticket management, training, problem-solving, and other tasks defined by leadership to ensure effective solutions that meet technical standards and business process needs.

Requirements

• Strong interpersonal communication skills and the ability to maintain effective working relationships with clients, co-workers, and vendors
• Aptitude for technical support and solution development with enterprise level systems
• Excellent decision-making, time-management, and planning skills
• Strong analytical and problem-solving skills, combined with a willingness to learn quickly
• Ability to be an enthusiastic and resourceful team member
• Ability to be a self-starter and motivated to move projects forward
• Ability to manage competing priorities in a highly demanding environment
• Effective customer service skills to engage customers, resolve issues with a sense of urgency, communicate in a timely manner, and provide clear documentation and training materials
• Basic knowledge and experience with programming languages
• Detailed knowledge of policies and procedures of university operations
• Requires a bachelor's degree in a relevant field and one year of relevant experience, or an equivalent combination of education, training, and experience.

Nice To Haves

• Bachelor’s degree in a STEM or Business field of study
• Experience working in higher education
• Experience working in a customer service environment utilizing service management tools like Jira, TeamDynamix, etc.
• Familiarity with Enterprise Resource Planning (ERP) systems
• Familiarity with enterprise reporting tools

Responsibilities

• Enterprise Systems Support Functional & Technical Assistance: Provides high quality functional and technical support for areas, processes, and technologies managed by the Enterprise Systems teams. Serves as a primary point of contact for offices, processes, third-party vendors, and technology partners.
• Problem-Solving: Communicates with the customer, performs problem analysis and research, outlines resolution options, and takes appropriate actions to resolve problems under supervision.
• Customer Training & Documentation: Assists in developing instructions and training sessions for customers to ensure effective use of systems. Documents business practices accurately and maintains up-to-date records of tools and technologies used in implementing solutions.
• Operational Reporting: Assists customers in meeting their operational reporting needs through writing SQL queries and basic analysis.
• Solution Development and Delivery Project Collaboration & Coordination: Works closely with customers, technical staff, and management to gather requirements, develop estimates and assist with the overall implementation plans.
• Solution Documentation & Testing: Directly performs documentation and testing of solution components and any other steps as defined or delegated by management for this solution
• Recommendations & Proposals: Learns to develop business case analyses and assist in making technology recommendations aligned with organizational goals. Prepares initial drafts of functional specifications and assists in development of technical proposals/presentations as required.
• Business Processes and Technologies Functional Expertise Development: Starts to develop expertise in the business processes of assigned functional office and solutions. Identifies areas for improvement as it pertains to the operations of enterprise systems utilized at UTC (ie: Argos, ERPs (Banner, Oracle, DASH), campus portal, DegreeWorks, NextGen Dynamic Forms, TeamDynamix, Microsoft 365, identity management, etc.)
• Technology Expertise Development: Starts to develop expertise in assigned technologies through training, research, and hands-on experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level