Job No. 154546
- Job Title:
- Application Support Spec 4
- Employer:
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Northwestern University
- Location:
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Evanston , IL
- Posting Date:
- 06-Jan-2025
- Description:
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Job Summary
Leads the diagnosis and resolution of complex technical issues for students, faculty, researchers, alumni, and staff related to Northwestern’s enterprise applications and services. Resolves complex identity and access management issues requiring interpretation of policy. Troubleshoots and resolves technical issues with financial, HR, student, and collaboration services. Provides subject matter expertise in one or more enterprise support areas in which the employee collaborates with technical teams to affect future application and service development. Leads support effort coordination for peers and junior employees during major changes to or rollout of enterprise applications and services. Leads continuous improvement efforts with peers and junior staff.
Specific Responsibilities:
Strategic Planning
Analyzes complex support issue trends to recommend application and service configuration changes.
Recommends changes to services and applications to increase efficiency and effectiveness of teams and applications.
Identifies support issue trends to recommend policy, procedure, or escalation changes.
Leads continuous service improvement iniatives within the local IT team
Participates in data-driven analyses of incident and service request data to review support practices and new/changed service rollout effectiveness.
Administration
Documents activities, events and materials used in troubleshooting and support activities, and problem resolutions.
Leads testing and development of knowledge base articles
Leads testing and feedback on recommended technical support practices for new applications and services and/or major changes to existing applications and services
Attends trainings and meetings regarding updates and/or enhancements to applications and software
Participates in the development of training materials and documentation for local IT support teams for new and changed applications a nd software
Leads training for local IT support teams for new and changed processes, applications, and software
Performance
Provides troubleshooting/triage assistance to end users in a courteous and professional manner for complex in-person, phone, and email requests.
Provides an advanced level of troubleshooting support in response to complex problems, questions, inquiries that have been escalated by junior staff.
Coordinates the troubleshooting and escalation of complex issues with Tier 3 teams directly.
Supervises
Provides task assignment for team members, subordinates, contractors, vendors, students, etc.
Manages projects ensuring timelines and deliverables are met and meet expectations.
Minimum Qualifications: (Education, experience, and any other certifications or clearances)
Successful completion of a full 4-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
3-5 years' experience in consulting, training, technical support, or user service, in an information technology environment or other relevant experience required.
Work history demonstrating increasing levels of responsibility and leadership.
Experience as both an end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation or other relevant experience required
- Contact information:
- Northwestern University
- Evanston, IL 60208
- United States
- Employer's Website:
-
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