Technical Support Analyst

2 weeks ago

Princeton, New Jersey, United States Princeton University Full time
Position Overview

The Technical Support Analyst is a term position that reports to the Student Activity Systems Manager within the Office of International Programs. This role is dedicated to assisting students, faculty, and staff with integrated, enterprise-level systems and processes that facilitate student activities and programs, including SAFE (Student Activities Funding Engine) and GPS (Global Programs System).

Key Responsibilities

Technical Assistance:

  • Provide technical support to administrative, student, and guest users of the systems. Manage help tickets in Service Now related to SAFE and GPS.
  • Escalate technical issues to the Student Activity Systems Manager or the Office of Information Technology (OIT) as needed.
  • Collaborate with vendors and system stakeholders, including OIT, Student Accounts, Accounts Payable, and others as required.

Training and Documentation:

  • Develop and maintain documentation for system workflows and configurations.
  • Create training materials addressing common inquiries, which may include Knowledge Base articles and instructional videos.
  • Facilitate group or individual training sessions for administrative users of SAFE and GPS.
  • Communicate relevant policies and best practices to administrative users.

Managerial Support:

  • Act as a backup for the Student Activities Systems Manager, assuming responsibilities during their absence.

System Administration:

  • Execute superuser tasks for GPS and SAFE, including login assistance, permission assignments, and system configuration.

Data Management:

  • Conduct data analysis and generate periodic or on-demand reports.

Program Administration:

  • Serve as a proxy program administrator for programs lacking the capacity to manage GPS applications.
Qualifications

Essential Qualifications:

  • Minimum of 1 year of relevant experience.
  • Proficient in Microsoft Word, Excel, PeopleSoft, PowerPoint, and SharePoint.
  • Exceptional attention to detail and accuracy in work.
  • Ability to maintain a positive attitude in a dynamic environment.
  • Strong independent work ethic and accountability.
  • Commitment to confidentiality.
  • Interest in problem-solving and innovative solutions.
  • Excellent written and verbal communication skills.
  • Ability to handle sensitive information with discretion and respect for cultural differences.
  • Bachelor's degree or equivalent experience.

Preferred Qualifications:

  • Proactive and creative thinking, particularly in integrating technology into administrative functions.
  • Experience with Terra Dotta/GPS.
  • Familiarity with SAFE.
  • Experience in technology-related training.

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.

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