Enterprise Applications Support Specialist - Student Affairs-2012180
Carnegie Mellon University is a highly selective global research university with more than 13,900 students and nearly 6,000 faculty and staff. Recognized for its extraordinary arts and technology programs, we collaborate across disciplines and empower creative leadership in the fields of Business Administration, Computer Science, Engineering, Fine Arts, Humanities and Social Sciences, Public Policy & Information Systems, and Science. Carnegie Mellon is consistently ranked among the top 25 universities in the United States.
The Division of Student Affairs exists to support and foster students intellectual and personal growth, and to help them explore and experience the different aspects of college life. We are searching for a Enterprise Applications Support Specialist. This is an excellent opportunity if you thrive in an interesting and meaningful work environment.
You will be responsible for architecting, implementing, supporting, managing and improving various enterprise grade software and hardware solutions for the division. You will serve as a technical expert for several critical enterprise systems within Student Affairs including Retail Systems (Credit Card Processing & Point of Sale), Electronic Medical Records and Digital Signage. You will also have a thorough understanding of both computer software and hardware, as well as a basic understanding of networking.
Your day to day responsibilities will include application administration, database management, hardware management, and end user support. You will assist in the enforcement of security and compliance standards such as PCI, FERPA, HIPPA, etc. Finally you will provide end-user support and work to continually improve customer service.
Core responsibilities will include:
Drive incident resolution through a systematic problem-solving approach, coupled with a strong sense of ownership and drive;
Solve problems relating to critical services and deploying solutions to prevent problem recurrence;
Assist in ensuring security and compliance standards are met and exceeded;
Research technology opportunities, possibilities and best practices;
Troubleshoot and solve technically challenging problems involving integrated cloud systems;
Delivery of a first class, genuine and personalized customer support experience;
Package, test, and coordinate the push of system upgrades;
Contribute to the development and maintenance of support and system documentation;
Adhere to all standard operating procedures & accurately tracks work within the IT service management system;
Provide documentation and coordinate ongoing system and software trainings/knowledge base; and
Make recommendations to improve efficiency and effectiveness.
Flexibility, excellence, and passion are vital qualities within Student Affairs. Inclusion, collaboration and cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who is able to effectively interact with a dynamic population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.
You should demonstrate:
Excellent verbal and written communication skills;
Exceptional organizational, analytical, reasoning and problem-solving skills;
Aptitude to maintain accurate and detailed records;
Ability to work in high stress situations and meet inflexible deadlines;
Capability to maintain composure in demanding situations; and
Ability to effectively collaborate with and provide support across disciplines.
You should be flexible to work outside normal business hours, as evening and weekend work may be required.
Bachelor's degree in Information Systems, Computer Science, or related field required; Master's degree preferred.
Minimum three years of experience in a systems analyst, software developer, or server/network administrator role.
Experience supporting complex enterprise applications with integrated hardware preferred; experience working in both the application and infrastructure side of an IT team for a holistic knowledge base desired; thorough understanding of IT service management and experience with ITSM software to track and document incidents, inventory, projects, etc.
Carnegie Mellon (www.cmu.edu) is a private, internationally ranked research university with programs in areas ranging from science, technology and business, to public policy, the humanities and the arts. More than 12,000 students in the university’s seven schools and colleges benefit from a small student-to-faculty ratio and an education characterized by its focus on creating and implementing solutions for real problems, interdisciplinary collaboration and innovation. A global university, Carnegie Mellon’s main campus in the United States is in Pittsburgh, Pa. It has campuses in California’s Silicon Valley and Qatar, and programs in Africa, Asia, Australia, Europe and Mexico.