Information Technology - Systems Analyst

Sacred Heart University • Fairfield, CT

22h • Onsite

About The Position

Provide software application support for the university user community. This role is responsible for communicating with end users, analyzing and resolving issues, and assisting Senior Systems Analysts. The position requires managing the IT Service Management tool for application end-user support, including researching user complaints, troubleshooting issues, escalating to Senior System Analysts or vendors when appropriate, and answering technical questions in a timely manner. Responsibilities also include documenting technical information, processes, and issue resolutions for supported applications, maintaining system integrity and security by managing user accounts and permissions, and developing and facilitating user training for supported applications. The role involves assisting Senior Systems Analysts with application configuration and enhancements, demonstrating thorough and friendly customer service, and communicating clearly and professionally to different audiences. Additional related duties may be assigned.

Requirements

• Bachelor’s Degree in a computer-related or business-related discipline required
• Minimum of 2-5 years of experience in an application or technical customer support role
• Capacity to define problems, collect data, establish facts, and draw valid conclusions
• Exceptional verbal and written communication skills as well as strong interpersonal skills
• Excellent organizational skills and attention to detail
• Possess a strong work ethic and team player mentality
• Ability to work under minimal supervision

Nice To Haves

• Experience with and understanding of academic environment and familiarity with academic-related applications preferred
• Propensity to learn new technology quickly and apply working knowledge

Responsibilities

• Manage IT Service Management tool to provide application end-user support, including researching user complaints, troubleshooting issues, escalating to Senior System Analyst or engaging vendor if appropriate, and answering technical questions, in a timely manner.
• Document technical information, processes, and issue resolution for supported applications.
• Maintain system integrity and security by managing user accounts and permissions.
• Develop and facilitate user training for supported applications.
• Assist Senior Systems Analyst with application configuration and enhancements.
• Demonstrate thorough and friendly customer service to end users.
• Communicate clearly and professionally, both verbally and in writing, to different audiences.
• May perform all or some of the responsibilities above and other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees