Technical Support & Security Analyst

UMass Amherst•Amherst, NY

13d•Hybrid

About The Position

The Technical Support & Security Analyst provides advanced technical support for the university’s Student Information System (SIS) and manages key aspects of software licensing and account provisioning. This role is responsible for resolving complex Tier 3 support issues, managing user security, and ensuring the effective delivery of software and account services to campus users. The position plays a vital role in maintaining secure, reliable, and user-friendly systems that support the university’s academic and administrative operations.

Requirements

Bachelor’s degree and 3 (three) years of related experience; OR associate’s degree and 5 (five) years of related experience; OR High School Diploma or equivalent and 7 years of related experience.
Experience with account support or security in an ERP system (Ex. PeopleSoft.)
Strong understanding of IT security principles, data privacy, and access control.
Excellent problem-solving, communication, and documentation skills.
Demonstrated ability to communicate effectively in explaining technical and procedural material to a non-technical audience.
Demonstrated ability to work independently and manage multiple tasks and deadlines.

Nice To Haves

Experience with IT service management tools (e.g., ServiceNow) and software asset management platforms.
Experience managing software licensing and account provisioning in a large-scale environment.
Experience working in user security and technical troubleshooting.

Responsibilities

Serves as the primary Tier 3 support contact for SIS related issues, resolving escalated tickets that require advanced technical expertise.
Troubleshoots and resolves complex system errors, data issues, and performance problems in collaboration with technical and functional teams.
Analyzes support trends to identify recurring issues and recommends system or process improvements.
Participates in system upgrades, testing, and patching activities to ensure continuity and minimal disruption to users.
Assigns, modifies, and audits user security roles and permissions in SIS, ensuring compliance with institutional policies and data governance standards.
Collaborates with IT and data governance teams to implement SIS security protocols and ensures compliance with FERPA and other relevant regulations.
Oversees account management tasks such as account creation, deactivation, and access troubleshooting across supported platforms.
Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.
Manages software licensing processes, including compliance tracking and user access provisioning.
Maintains accurate documentation of support procedures, security configurations, licensing records, and account workflows.
Documents support procedures, access control workflows, and user training materials.
Provides guidance to Tier 1 and Tier 2 support staff and contributes to training materials and knowledge base content.
Communicates effectively with stakeholders to understand needs, provide updates, and ensure satisfaction with support services.
Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with University policy.
Contributes toward creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
Performs other related duties as assigned.