Under moderate supervision, assists with the administration and support of applications and vended products used by the IU CRM Initiative at Indiana University. Assists with upgrades, customization, analysis, troubleshooting, bug-fixing, testing, documentation, and support of document management, quality assurance, and user facing cloud applications and products.
Works as part of a team and demonstrates a high degree of self-initiative and commitment to expand skills and expertise through a variety of methods, including self-study, working/mentoring with colleagues, and both internal and external training. Able to work on administration tasks on own, but requires additional supervision and instruction in analysis phases of application support.
Responds to customer requests and work queues, maintains task documentation, assists with programming changes necessary for upgrades, releases and customization.
Collaborates with technical and functional business clients and teams within the central information technology organization.
Due to the underlying enterprise services, this position is required, as needed, to work outside normal office hours during to resolve issues impacting the delivery of production services or high priority UITS projects; performing needed application software maintenance, installation, and upgrade activities; and supporting the implementation of new releases of services and applications.
Bachelor’s degree in computer science, business systems, or related discipline and some experience in the areas of customer support, application support, or documentation.
Combinations of education and related experience may be considered.
Excellent interpersonal and communication skills, including a customer service attitude and willingness to work in a team-oriented environment. Problem solving skills, including creativity in identifying complex problems and finding solutions quickly and accurately. Attention to detail in communicating technical issues and implementing solutions. Mental discipline in resolving software problems. Ability to change priorities as project expands or project needs change.
Experience in programming and cloud platform administration.
Working Conditions / Physical Demands