Job Posting Title: Application Support Analyst I * --- Hiring Department: Enterprise Technology - Engagement and Experience * --- Position Open To: All Applicants * --- Weekly Scheduled Hours: 40 * --- FLSA Status: Non-Exempt * --- Earliest Start Date: Immediately * --- Position Duration: Expected to Continue * --- Location: AUSTIN, TX * --- Job Details: General Notes Flexible work arrangements are available for this position, including the ability to work remotely. This role is mainly remote but requires occasional onsite meetings. Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state. Your skills will make a difference. You'll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you're the type of person that wants to know your work has meaning and impact, you'll like working for our campus. The University of Texas at Austin and Enterprise Technology provide an outstanding benefits package to our staff. Those benefits include: * Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%) * Vision, Dental, Life, and Disability insurance options * Paid vacation, sick leave, and holidays * Teachers Retirement System of Texas (a defined benefit retirement plan) * Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b) * Flexible spending account options for medical and childcare expenses * Training and conference opportunities * Tuition assistance * Athletic ticket discounts * Access to UT Austin's libraries and museums * Free rides on all UT Shuttle and Capital metro buses with staff ID card For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards Must be authorized to work in the United States on a full-time basis for any employer without sponsorship. This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work. Purpose This position will be responsible for managing production support in assisting university employees, faculty and students with a wide variety of questions and requests related to enterprise services, business processes, and administrative systems. Responsibilities * Technical Customer Support, Operations and Continual Service Improvement - Addresses and manages service questions, requests, incidents and monitors their status through resolution. Performs problem management and root cause analysis, participates in changing management procedures. * Troubleshooting and Problem Solving - Collect and analyze customer input and transactions, exercise professional judgment based on analysis, and closely coordinate with Enterprise Technology teams and organizational partners (Accounting, Payroll, HR, Provost, etc.) to troubleshoot issues, conduct root cause analysis, and implement solutions. * Service Delivery - Identifies opportunities to enhance service quality; suggests process improvements and their movement to appropriate service tiers; collaborates with team, support partners, service owners, and system administrators to achieve high quality service delivery and customer support. * System Enhancement Support - Investigate and recommend proposed enhancements suggested by customers, test and validate these enhancements, and work with cross-functional and technical teams to implement resolution steps. Develop comprehensive process or procedure documentation, diagrams, matrices, or workflows. * Knowledge Management - Collaborates with the team and service partners to create, edit and modify internal and external facing knowledge as required to meet operational goals. Reviews existing knowledge base articles, evaluates content for revision, retirement, archiving or migration. * Other duties or related functions as assigned. Required Qualifications * High school diploma or GED * Strong analytical, problem-solving, and communication skills. * Experience with authoring tools and learning management systems. * Technical Proficiency: Strong understanding of the systems and technologies for which documentation is being created. Ability to quickly grasp system functionality and subject matter concepts and translate them into clear, concise instructions. * Writing Skills: Exceptional writing and communication skills, with the ability to convey system instruction in an understandable and engaging manner. * Attention to Detail: Meticulous attention to detail, ensuring accuracy and consistency in all documentation. * Collaboration: Ability to work collaboratively with cross-functional teams, including subject matter experts, training professionals, and end-users. * Organization and Time Management: Must demonstrate effective time management skills and the ability to handle multiple competing priorities in a fast-paced, dynamic, remote work environment. * Adaptability: Flexibility to adapt to changing priorities and requirements in a fast-paced environment. Equivalent combination of relevant education and experience may be substituted as appropriate. Preferred Qualifications * Bachelor's degree in business, Information Technology, or related field. * Certification(s) in business analysis or related areas * Experience with specific customer service or CRM tools * Advanced proficiency in Workday or DEFINE * Experience providing customer support using ServiceNow * Strong interpersonal skills and experience working with cross-functional teams. * Previous experience in an enterprise-level customer service environment. * Equivalent combination of relevant education & experience allowed * Quality Assurance testing experience Salary Range $47,685.00 + depending on qualifications Working Conditions * May work around standard office conditions * Repetitive use of a keyboard at a workstation * Use of manual dexterity Work Shift * Monday - Friday, 8am-5pm Central Time Zone Required Materials * Resume/CV * 3 work references with their contact information; at least one reference should be from a supervisor * Letter of Interest Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes. Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above. * --- Employment Eligibility: Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval. * --- Retirement Plan Eligibility: The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length. * --- Background Checks: A criminal history background check will be required for finalist(s) under consideration for this position. * --- Equal Opportunity Employer: The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions. * --- Pay Transparency: The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. * --- Employment Eligibility Verification: If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university. * --- E-Verify: The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following: * E-Verify Poster (English) [PDF] * E-Verify Poster (Spanish) [PDF] * Right To Work Poster (English) [PDF] * Right To Work Poster (Spanish) [PDF] * --- Compliance: Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031. The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.