The Functional Analyst II, under general supervision, performs complex and non-routine specialized client technology support functions, such as troubleshooting, analysis, research, de-bugging, and problem-solving. Participates in mentoring and training of other employees.
Troubleshoots a variety of complex end user computing and connectivity issues. Evaluates and follows through on issues and problems in an expedient and efficient manner until resolved or escalated. Routinely conducts follow through activities to ensure reported issues and problems are resolved and communication loop with customer has been completed.
Collaborates with other technical staff to assist and mentor students, faculty, and staff in resolving issues. Provides training to end users on the advanced use of widely used applications and various specialized software applications. Helps develop end user training.
Provides proactive and reactive (just-in-time) functional and technical support for assigned systems used campus-wide on a daily basis. Assistance will be provided to all campus users (faculty, staff, and students) and may vary from basic to complex IT work.
Consults with and assists computing personnel, vendors, and manufacturersâ™ representative in resolving non-routine and routine procedural, operational, and technical problems.
Troubleshoots reported system issues and coordinate with vendor for all fixes.
Submits cases to vendor to report system problems.
Collaborates with other technical staff on the implementation of new technology deployments.
Reviews the accuracy of documentation of end user support methods and procedures. Participates with management in planning, direction, and coordinating operational and procedural matters to meet goals and objectives. Produces reports and summaries for management and users to include status reports, progress summaries, and system utilization reports.
Develops, conducts, and oversees formal system testing in coordination with other technical staff, business unit owners, and users of support systems.
Research best practices and business needs, and analyzes system improvement opportunities. Provide recommendations together with project manager(s) and/or other analysts.
Assists project leader with developing work plans and time schedules for projects including outlining phases, identifying personnel, and computing equipment requirements.
Applies quality standards and ensures all work is accurate and in compliance with departmental or project quality standards.
This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.
Education and Experience:
Bachelorâ™s degree in applicable field and three years of aggregated years of related experience in IT.
Knowledge of word processing and spreadsheet applications. Knowledge of advanced analysis, troubleshooting, problem-solving, client relations skills, requirement assessment and analysis, project management methodology, context and interrelationships, and proficiency of the Information Technology Interface Library (ITIL).
Demonstrated ability to effectively translate, simplify and communicate technical information to diverse groups of stakeholders.
Ability to work cooperatively with others. Excellent written communication, analytical, interpersonal, and organizational skills.
Fluent knowledge of MS Office Suite, specifically related to productivity tools.
Strong diagnostic and problem-solving skills.
Ability to work effectively with minimal supervision, as well as in various team structures. Highly self-driven and self-motivated.
Knowledge of advanced IT troubleshooting with strong ability to multitask.
Team oriented, user friendly, and able to elicit welcoming customer engagement.
Applications are accepted only through the online job portal at:
Internal Number: R-015083
About Texas A&M University - San Antonio
Texas A&M-San Antonio provides affordable higher education opportunities to students from over 30 counties in the surrounding South Texas region, and has graduated over 5,000 students who are career-ready in a variety of in-demand fields such as education, business, information technology and cyber security, criminology and biology.