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Technology Solutions Analyst

2 months ago

Fairfax, Virginia, United States George Mason University Full time
Department: University Life

Classification: Info Technology Spec 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 05

Salary: Starting from low $70ks; salary commensurate with education and experience

Restricted: Yes

Criminal Background Check: Yes

About the Department:

University Life Information Technology Services offers comprehensive technology support, guidance, and training to the division of University Life. Our mission is to cultivate collaborative partnerships with our stakeholders while delivering complete business solutions that enhance operational efficiency, eliminate redundancies, and promote growth. We provide a diverse range of technical services that align with both divisional and University-wide objectives. Our team identifies technology solutions to optimize business processes, offers advice on hardware acquisitions, recommends software applications, supports event spaces, and keeps abreast of the latest IT trends.

About the Position:

The Applications Analyst is a vital member of the University Life Technology Services team, responsible for providing IT support for departmental enterprise software systems and their integrations. This role acts as the primary contact for new systems, overseeing reviews and liaising with central IT for necessary approvals. Additionally, the position offers support for desktop and other essential equipment while ensuring the confidentiality and security of all information.

Key Responsibilities:

System Support and Administration:
  • Act as the subject matter expert (SME) for all aspects of assigned systems related to departmental enterprise software, including system functionality, reporting, interfaces, and additional modules;
  • Ensure all systems are managed and maintained in compliance with industry standards;
  • Collaborate with users to develop and implement department-specific processes and procedures for system utilization, including troubleshooting documentation;
  • Engage with vendors to resolve software issues, understand implementation features, and keep users informed;
  • Design and deliver training for staff on software functionality;
  • Guide the implementation of new features or processes within software, providing status updates as necessary;
  • Support and maintain peripheral devices reliant on departmental software;
  • Assist with departmental events, both on-site and remotely;
  • Conduct routine maintenance of systems as required;
  • Coordinate with vendors to document features, bugs, and provide support as the SME;
  • Ensure enterprise systems are maintained in compliance with industry controls.

Process Development and Documentation:
  • Assist other functional areas in process development related to assigned systems;
  • Create and maintain Standard Operating Procedures (SOPs) for functions and processes associated with applications and workflows;
  • Collaborate with staff in process development as the subject matter expert on software and related technologies;
  • Develop and maintain user support documentation for assigned systems;
  • Establish best practices and standard operating procedures for assigned systems/applications;
  • Design technical documentation for application-dependent data conversions, interfaces, custom reporting, and custom applications;
  • Support audit responses by providing accurate information and following up on action items.

System Integration:
  • Collaborate with internal and external units to develop integrations with other systems;
  • Create methods for data transfer to and from the housing management system using APIs/SDKs or scripts;
  • Ensure integration processes are secure and adhere to industry best practices;
  • Conduct scheduled reviews of integrated processes and implement enhancements as needed.

Training:
  • Develop effective and maintainable training materials for user education on systems;
  • Provide ongoing user training to both full-time and student staff on a regular schedule and as needed;
  • Identify staff training needs and recommend appropriate training solutions;
  • Enforce University computing policies and UL Technology policies regarding applications and systems;
  • Deliver excellent customer service to users to ensure productive and appropriate application usage.

Required Qualifications:
  • High school diploma or equivalent;
  • Experience in application administration or technical support;
  • Familiarity with project management, systems planning, security principles, and software management best practices;
  • Experience collaborating with vendor support for issue resolution;
  • Experience in upgrading software applications;
  • Typically, two years of professional experience in customer support and process management;
  • Proven ability to create user documentation and train users effectively;
  • Experience training diverse user groups;
  • Strong problem-solving and analytical skills, with knowledge of analytical tools and complex troubleshooting methods;
  • Understanding of systems planning, security principles, and software management best practices;
  • Ability to navigate ambiguous work situations;
  • Excellent verbal and written communication skills, including the ability to produce quality documentation and training materials;
  • Highly developed attention to detail with strong time and project management skills;
  • Ability to work independently in a fast-paced, diverse environment;
  • Ability to multitask, problem-solve, and manage competing priorities;
  • Demonstrated customer service skills.

Preferred Qualifications:
  • Bachelor's degree in a related field or equivalent work experience;
  • Experience in assessing test scenarios, developing use cases/test plans, and quality control;
  • Demonstrated project management capabilities;
  • Ability to develop test scenarios and appropriate use cases/test plans;
  • Knowledge of data management and security principles;
  • Understanding of system requirements for new systems and enhancements;
  • Ability to define system requirements for new systems and enhancements/additional modules for existing systems.

Instructions to Applicants:

For full consideration, applicants must apply for the Applications Analyst position by completing the online application, including three professional references with contact information, and submitting a Cover Letter/Letter of Intent and Resume for review.

Mason Ad Statement:

George Mason University is the largest and most diverse university in Virginia, with students and faculty from all 50 states and over 135 countries studying in more than 200 degree programs. Our campus culture is rewarding and exciting, providing meaningful work and opportunities for collaboration and innovation.

Equity Statement:

George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any characteristic protected by law.

Campus Safety Information:

Mason's Annual Security and Fire Safety Report is available at.