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Systems Support Specialist

1 month ago

Princeton, United States Princeton University Full time
Overview

The Systems Support Specialist is a two-year term position, reporting to the Student Activity Systems Manager in the Office of International Programs in the Office of the Dean of the College. This position will be responsible for providing assistance to students, faculty and staff with cross-functional, enterprise-wide systems and processes that support student activities and programs, including SAFE (Student Activities Funding Engine—a Princeton University custom solution) and GPS (Global Programs System—Terra Dotta Study Abroad product). The two-year term position will support the work of the Student Activity Systems Manager while that position is actively engaged in the assessment and implementation phases of a SAFE system overhaul.

Responsibilities

Desktop support:

  • Provide desktop support to administrative, student, and guest users of the systems. Create, address, follow, and resolve help tickets in Service Now (a helpdesk portal) related to SAFE and GPS.
  • Escalate issues to the Student Activity Systems Manager or to the Office of Information Technology (OIT) as necessary.
  • Liaise with vendor as well as system stakeholders including OIT, Student Accounts, Accounts Payable, Global Finance, Global Safety and Security, Graduate School, Office of the Dean of Undergraduate Students, among others as needed.

Training:

  • Create and update documentation of system workflows and configuration.
  • Create administrative training materials in response to frequently asked questions which may include Knowledge Base articles in Service Now and instructional videos.
  • Conduct group or individual training sessions for administrative users of SAFE and GPS.
  • Communicate related policy and best practices to administrative users.

Deputize for manager:

  • Provide backup for Student Activities Systems Manager and take over response for the Student Activities Systems Manager unit when supervisor is out of the office or unavailable due to project work.

Systems Superuser:

  • Perform GPS and SAFE Superuser tasks such as login assistance, assigning permissions, creating deployment rules, managing settings, configuring reviewer roles, maintenance, liaising with OIT developers/vendors, and more.

Data and Analytics:

  • Analyze data a create periodic/on demand reports.

Proxy Administrator:

  • Serve as proxy program administrator for programs without the capacity to manage GPS application.
Qualifications

Essential Qualifications:

  • 1+ year relevant work experience.
  • Advanced experience with Microsoft Word, Excel, PeopleSoft, PowerPoint, SharePoint.
  • Outstanding accuracy of work and impeccable attention to detail.
  • Ability to be productive and maintain a friendly, positive attitude in a fast-paced environment.
  • Ability to work independently; high sense of accountability and strong work ethics.
  • Ability to maintain confidentiality.
  • Keen interest in problem solving and creative solutions.
  • Excellent written and oral communication skills.
  • Ability to exercise good judgment and tact in handling sensitive information and situations involving students, parents and faculty. Ability to recognize and deal respectfully with cultural differences.
  • Bachelor’s degree or equivalent.

Preferred Qualifications:

  • Ability to take initiative and think creatively, including in regards to ways to incorporate technology into administrative processes.
  • Experience working with Terra Dotta/GPS.
  • Experience working with SAFE.
  • Experience training related to technology use.

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS

Standard Weekly Hours 36.25 Work Schedule, If Other Than Standard Hours On occasion, evening and weekend hours may be required. Eligible for Overtime No Benefits Eligible Yes Probationary Period 180 days Essential Services Personnel (see policy for detail) No Physical Capacity Exam Required No Valid Driver’s License Required No Experience Level Associate #Ll-DP1