Northwestern University
Application Support Specialist 3
Northwestern University, Evanston, Illinois, us, 60208
Diagnoses and resolves 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. Troubleshoots and resolves technical issues with financial, HR, student, and collaboration services. Provisions resources and access to central services based on complex approval criteria and workflows. Provides an advanced level of support during major changes to or rollout of enterprise applications and services. Reviews and recommends support processes and internal support documentation. May lead medium-sized projects.
Specific Responsibilities:
Strategic Planning
Identifies 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.
Coordinates continuous service improvement projects within the local IT team.
Administration
Documents activities, events and materials used in troubleshooting and support activities, and problem resolutions.
Tests and develops knowledge base articles.
Tests and provides 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.
Performance
Provides troubleshooting/triage assistance to end users in a courteous and professional manner for in-person, phone, and email requests.
Recommends solutions to advanced level problems, questions, and inquiries encountered by clients according to established practices.
Identifies and escalates complex issues along existing escalation pathways as appropriate.
Supervises
Assists with on-boarding of junior staff.
Participates in team issue triage resulting in task assignment.
Minimum Qualifications: (Education, experience, and any other certifications or clearances)
Successful completion of a full 2-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.
Target hiring range for this position will be between $29.22-$34.69 per hour. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.
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Specific Responsibilities:
Strategic Planning
Identifies 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.
Coordinates continuous service improvement projects within the local IT team.
Administration
Documents activities, events and materials used in troubleshooting and support activities, and problem resolutions.
Tests and develops knowledge base articles.
Tests and provides 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.
Performance
Provides troubleshooting/triage assistance to end users in a courteous and professional manner for in-person, phone, and email requests.
Recommends solutions to advanced level problems, questions, and inquiries encountered by clients according to established practices.
Identifies and escalates complex issues along existing escalation pathways as appropriate.
Supervises
Assists with on-boarding of junior staff.
Participates in team issue triage resulting in task assignment.
Minimum Qualifications: (Education, experience, and any other certifications or clearances)
Successful completion of a full 2-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.
Target hiring range for this position will be between $29.22-$34.69 per hour. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.
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