Systems Support Analyst II

Middle Georgia State University•Macon, GA

35d

About The Position

The Student Support Analyst II plays a critical role in supporting institutional applications and platforms used by students and staff. This position involves programming, technical support, and systems management across platforms such as Banner, Salesforce, and web-based applications. The Analyst ensures smooth operation, security, and user satisfaction through proactive development and responsive support.

Requirements

Bachelor¿s degree in Computer Science, Information Technology, or a related field
At least two years of relevant programming or technical support experience; or an equivalent combination of education and experience.
Proficiency in PL/SQL for database programming and query development.
Intermediate experience with one or more programming languages, such as C, HTML Script, Java, or JavaScript.
Working knowledge of database principles, preferably with Oracle.
Familiarity with system security best practices and their practical application in enterprise environments.
Strong problem-solving and decision-making skills in technical contexts.
Effective interpersonal skills, including the ability to work collaboratively with teams and communicate with the public.
Excellent oral and written communication skills, including the ability to document technical processes clearly.
Basic understanding of system security best practices and their application in enterprise environments.

Nice To Haves

Experience working within an ITIL 4 framework, including familiarity with incident, problem, and change management processes.
Experience supporting enterprise applications such as Banner, Salesforce, or similar platforms.
Experience with version control systems and collaborative development tools.
Knowledge of web operations and integration of third-party platforms with institutional systems.
Ability to manage user permissions and security configurations across multiple systems.

Responsibilities

Design, develop, test, and maintain custom programs and scripts to support enterprise applications including Banner, Salesforce, and web operations.
Collaborate with stakeholders to gather requirements and translate them into functional technical solutions.
Optimize and refactor existing codebases to improve performance, maintainability, and scalability.
Integrate third-party APIs and services with institutional platforms to enhance functionality.
Maintain documentation for all developed solutions, including version control and change logs.
Provide Tier II support for Banner, Salesforce, and web applications, resolving technical and functional issues reported by users.
Conduct training sessions and create user guides to assist staff and students in using supported applications effectively.
Monitor system performance and user feedback to identify areas for improvement.
Collaborate with IT and functional teams to troubleshoot and resolve complex application issues.
Maintain a knowledge base of common issues and solutions to streamline support processes.
Serve as a liaison between the institution and third-party vendors to resolve technical issues.
Configure and maintain integrations between third-party platforms and internal systems.
Test and validate updates or changes to third-party software before deployment.
Ensure compatibility and compliance of third-party tools with institutional policies and standards.
Create and maintain technical documentation, including system configurations, support procedures, and change management records in alignment with ITIL 4 practices.
Participate in incident, problem, and change management processes, ensuring timely resolution and accurate reporting.
Assist in service request fulfillment and contribute to continual service improvement initiatives.
Maintain records of service-level agreements (SLAs), performance metrics, and compliance reports.
Support administrative tasks such as meeting coordination, reporting, and inventory tracking, and perform other duties as assigned.
Manage user roles, access permissions, and security settings across supported applications.
Conduct regular audits to ensure compliance with data security policies and best practices.
Implement and monitor security protocols to protect sensitive student and institutional data.
Collaborate with cybersecurity teams to respond to potential threats or breaches.
Maintain documentation of access controls and security configurations.