Systems Support Analyst - IT Solutions

- Design, develop, test, and maintain custom applications and scripts to support enterprise systems such as Banner, Salesforce, and web operations - Collaborate with stakeholders to gather requirements and translate them into functional technical solutions - Optimize and refine existing code to enhance performance, maintainability, and scalability - Integrate third-party APIs and services with institutional platforms to improve functionality - Maintain thorough documentation for all developed solutions, including version control and change logs - Provide Tier II support for Banner, Salesforce, and web applications by addressing technical and functional issues reported by users - Conduct training sessions and develop user guides to facilitate effective usage of supported applications by staff and students - Monitor system performance and collect user feedback to identify potential areas for improvement - Work with IT and functional teams to address and resolve complex application issues - Maintain a knowledge base of common problems and solutions to streamline the support process - Serve as a liaison between the institution and third-party vendors to resolve technical issues - Configure and uphold integrations between third-party platforms and internal systems - Test updates or changes to third-party software prior to deployment - Ensure third-party tools align with institutional policies and standards - Generate and maintain technical documentation, including system configurations and support procedures, in adherence to ITIL 4 practices - Participate in incident, problem, and change management processes, ensuring accurate reporting and timely resolution - Support service request fulfillment and contribute to initiatives aimed at continual service improvement - Maintain records of service-level agreements (SLAs), performance metrics, and compliance reports - Assist with administrative tasks such as meeting coordination, reporting, and inventory tracking, while performing other assigned duties - Manage user roles, access permissions, and security settings across supported applications - Conduct audits to ensure compliance with data security policies and best practices - Implement security protocols to safeguard sensitive student and institutional data - Collaborate with cybersecurity teams to address potential threats or breaches - Document access controls and security configurations appropriately