Application Support Analyst Lead (Remote)

Job Description
Lead a team to deliver support to end users in the unit about how to use various types of software programs efficiently and effectively. This includes troubleshooting applications and software. Design, develop, and deliver training programs for software applications and related courseware. Provide technical guidance and work assignments to junior team members. This position will interact on a consistent basis with: Users of assigned software applications internal and external to unit, central IT office staff, contractors and vendors. This position typically will advise and counsel: Users, IT staff, contractors and vendors. This position will supervise: May supervise junior team members.

Job Summary
The Office of Graduate Education is looking to expand its team of Slate experts responsible for the configuration, coordination, and daily management of the graduate enrollment instance of Slate. The Slate Application Support Analyst Lead should be a tech-savvy team lead with strong organizational, logical, and communication skills who can lead projects from conception to completion. This position will focus on optimizing systems and processes that support recruitment, admissions, and enrollment across all Georgia Tech graduate programs (on-campus and online). This position reports to the Associate Director of Graduate Admissions and Recruitment and will be a leading member of the Slate Technical Team.

Responsibilities
Job Duty 1 – Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.

Job Duty 2 – Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems. Provide application support for escalated and complex issues.

Job Duty 3 – Lead a team and perform hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

Job Duty 4 – Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

Job Duty 5 – Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

Job Duty 6 – Lead the research efforts for software application products and services in support of development and purchasing efforts.

Job Duty 7 – Lead the testing of new and existing software applications under development or consideration for purchase.

Job Duty 8 – Coordinate with department heads to assess departmental application training needs and objectives. Lead the design, development, and delivery of software applications training programs and individual classes.

Job Duty 9 – Determine needs and lead preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.

Job Duty 10 – Perform other duties as assigned.

Required Qualifications
Educational Requirements

Bachelor’s Degree in computer science, information systems, or related field, or equivalent combination of education and experience

Other Required Qualifications

Occasional travel between training locations required; sitting for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components; lifting and transporting of moderately heavy objects, such as computers and peripherals.

Required Experience

Four to five years of job related experience

Preferred Qualifications
Additional Preferred Qualifications

Certifications in specific software supported

Preferred Qualifications
Experience with managing projects
High proficiency with Slate Queries/Reports, Deliver, and Portals
Experience with designing, developing, and delivering training
Experience with database management, reporting tools, and scripting
Admissions and/or Recruitment experience

Knowledge, Skills, & Abilities
Skills

This job requires in-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned; proven experience with troubleshooting principles, methodologies, and issue resolution techniques; broad knowledge of programming languages and techniques; ability to develop and interpret technical documentation for training and end user procedures; experience with building and maintaining databases for query and problem tracking; good analytical and problem-solving abilities; ability to present ideas in business-friendly and user-friendly language; very strong customer service orientation; excellent written, oral, interpersonal, and presentation skills; experience working in a team-oriented, collaborative environment.

Equal Employment Opportunity
Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests.

Background Check
Successful candidates must be able to pass a background check. Please visit  http://policylibrary.gatech.edu/employment/pre-employment-screening

Other Information

Job Grade: I6

Salary Range: $88,760

Salary will be commensurate with experience and education.

This role is remote.

Location: Atlanta, GA