Senior Application Support Analyst - Miami University in Oxford Ohio

Unfortunately, this job is expired as of 10/5/2015.

To continue in your search through the appropriate job categories, click either Administrative Staff, Higher Education Executives, Faculty, Post-Doc and Graduate Assistants, . You can also utilize "guess-free" keyword search tools with up to eight pre-defined criteria. Search for and Apply to academic postings directly from the site. Post your background either confidentially or overtly. Stand out and be discovered!

Miami University

Oxford, Ohio

United States


Detailed Job Description

Job ID:  480.  Responsible for establishing and managing the Tier 3 support program for existing systems, applications and software. Provide training and oversight for lower level positions, developing strategies/methods for Tier 3 support, and monitoring/managing vendor Service Level Agreements.


  • Develop a Tier 3 support strategy for existing and new systems, applications and software.
  • Establish & oversee the application support program to include methods to proactively monitor systems/logs, identify and resolve defects, develop support scripts, and train Application Support Analysts.
  • Develop support model and documentation for newly implemented software, systems and applications.
  • Perform standard problem management by identifying and implement necessary improvements to prevent incidents from recurring and proposing appropriate next steps (propose new project, etc.)
  • Monitor and manage vendor Service Level Agreements (SLA).
  • Participate in RFP/contract development and review including SLA definitions, escalation paths, etc.
  • Identify software defects and work with other solution delivery staff to solve those defects.
  • Independently develop simple application scripts to help automate support procedures.  Review  scripts developed by other Application Support Analysts
  • Learn procedures, contacts, etc. for handling service requests, incident resolution (both hardware and software), etc. for services.
  • Participate in change management processes.
  • Primary Tier 3 support (both hardware and software) for Solution Delivery including consumers of apps, systems, and services.
  • Follow established security best practices to identify/avoid application security vulnerabilities
  • Prioritize support issues and work on multiple tickets concurrently.
  • Actively promote a customer-oriented approach throughout IT Services.
  • Perform other related duties as required or assigned.
  • Log tickets with vendors and monitor vendor communities, patch notifications, etc.
  • Monitor existing tickets and manage resolution
  • Analyze logs to identify root cause
  • Use the available tools and resources to determine correct answers to support issues. Make recommendations on improvements on Tools and processes.
  •  May occasionally teach one credit bearing course, per semester, on an as needed basis.

Minimum Qualifications

Bachelor's degree in Systems Analysis, Computer Science, Business or a related field required by date of hire.

6-9 years of application support or IT related experience.

Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted.  Experience in these knowledge/skills/abilities may be earned concurrently.

Preferred Qualifications

  • 6-9 years experience with strategies, practices, and tools for resolving problems with installed software products.

  • 6-9 years experience pertaining to enterprise systems in use in a higher education environment, e.g. Banner or other ERP, Sakai, Canvas or other learning management system

  • Prior service in an application support role.

  • Programming knowledge/skills (SQL, Java, Javascript, Web based)

  • Previous team leadership or management experience.

  • Working knowledge of web application development, multiple current industry programming languages and client/server development

  • Project management skills including estimating, scheduling, tracking and reporting

  • Strong organizational skills

  • Demonstrated ability to create and contribute to an inclusive work environment

  • Ability to prioritize assignments and work on multiple assignments concurrently

  • Strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions

  • Good oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.

  • Ability to communicate with diplomacy

  • Ability and willingness to work independently or as part of a team, while embracing the team environment of IT Services

  • Ability and necessary knowledge to determine the cause of problems and generate solutions to those problems.

  • Ability to take the initiative and be proactive in all aspects of this position’s listed responsibilities

  • Ability to serve as a vendor/consultant liaison

Miami University, an equal opportunity/affirmative action employer with smoke- and tobacco-free campuses, is committed to a multicultural environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities.

Keyword Phrases

  • Office of the Deputy CIO
  • Senior Application Support Analyst
  • #1 Nationally for best teaching
  • Opportunities for growth and advancement
  • Inclusive, equitable working environment
  • Programming/Analyst
Employment Type:Administrative Staff
Degree Required: See Job Description
Experience: See Job Description
Level of Job: Analyst / Staff
Salary: See Job Description
Type of School:Research University
Application Requirements: CV/Resume
Cover Letter