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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.
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.
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.
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.
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