Inside Higher Ed ยท 1 day ago
Systems Support Analyst II
Macon, GA
Full-time
Onsite
Entry, Mid Level
2+ years expMiddle Georgia State University (MGA) is a public institution known for its affordability and commitment to education. The Systems Support Analyst II plays a critical role in supporting institutional applications and platforms, ensuring smooth operation and user satisfaction through programming, technical support, and systems management.
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Responsibilities
Design, develop, test, and maintain custom programs and scripts to support enterprise applications including Banner, Salesforce, and web operations
Collaborate with stakeholders to gather requirements and translate them into functional technical solutions
Optimize and refactor existing codebases to improve performance, maintainability, and scalability
Integrate third-party APIs and services with institutional platforms to enhance functionality
Maintain documentation for all developed solutions, including version control and change logs
Provide Tier II support for Banner, Salesforce, and web applications, resolving technical and functional issues reported by users
Conduct training sessions and create user guides to assist staff and students in using supported applications effectively
Monitor system performance and user feedback to identify areas for improvement
Collaborate with IT and functional teams to troubleshoot and resolve complex application issues
Maintain a knowledge base of common issues and solutions to streamline support processes
Serve as a liaison between the institution and third-party vendors to resolve technical issues
Configure and maintain integrations between third-party platforms and internal systems
Test and validate updates or changes to third-party software before deployment
Ensure compatibility and compliance of third-party tools with institutional policies and standards
Create and maintain technical documentation, including system configurations, support procedures, and change management records in alignment with ITIL 4 practices
Participate in incident, problem, and change management processes, ensuring timely resolution and accurate reporting
Assist in service request fulfillment and contribute to continual service improvement initiatives
Maintain records of service-level agreements (SLAs), performance metrics, and compliance reports
Support administrative tasks such as meeting coordination, reporting, and inventory tracking, and perform other duties as assigned
Manage user roles, access permissions, and security settings across supported applications
Conduct regular audits to ensure compliance with data security policies and best practices
Implement and monitor security protocols to protect sensitive student and institutional data
Collaborate with cybersecurity teams to respond to potential threats or breaches
Maintain documentation of access controls and security configurations
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field
At least two years of relevant programming or technical support experience; or an equivalent combination of education and experience
Proficiency in PL/SQL for database programming and query development
Intermediate experience with one or more programming languages, such as C, HTML Script, Java, or JavaScript
Working knowledge of database principles, preferably with Oracle
Familiarity with system security best practices and their practical application in enterprise environments
Strong problem-solving and decision-making skills in technical contexts
Effective interpersonal skills, including the ability to work collaboratively with teams and communicate with the public
Excellent oral and written communication skills, including the ability to document technical processes clearly
Basic understanding of system security best practices and their application in enterprise environments
Preferred
Experience working within an ITIL 4 framework, including familiarity with incident, problem, and change management processes
Experience supporting enterprise applications such as Banner, Salesforce, or similar platforms
Experience with version control systems and collaborative development tools
Knowledge of web operations and integration of third-party platforms with institutional systems
Ability to manage user permissions and security configurations across multiple systems
Benefits
Health insurance
Dental
Vision
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Life Insurance
Sick Leave
Vacation Leave
Parental Leave
Retirement
Employee discounts
Tuition reimbursement
Company
Inside Higher Ed
Inside Higher Ed is the online source for news, opinion, and jobs related to higher education.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-01-10Acquired
2006-08-31Series Unknown
Leadership Team
Stephanie Shweiki
Director, Foundation Partnerships
Recent News
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