Job Description

ORGANIZATIONAL SUMMARY:

The Division of Student Success at the University of South Florida is comprised of 60 departments, providing students with academic support, engagement opportunities, health & wellness services and enhancement of the educational experience.

POSITION SUMMARY:

The Systems Support Analyst is an expert at system administration and issue resolution. This role involves managing the intake, triage, and escalation of system-related issues within Strategic Enrollment Management. The Systems Support Analyst will collaborate closely with the Systems and Data & Compliance Teams to either resolve these issues directly or escalate them to the appropriate external departments. The Systems Support Analyst will track all escalations to ensure clear communication between departments and offices. Additionally, the Systems Support Analyst will handle the daily administration of Strategic Enrollment Management-controlled systems and participate in initiatives as necessary to implement new functionalities within these systems.

RESPONSIBILITIES:

Tier 1 System Support - acts is the first line of technical support responsible for resolving system related issues on behave of SEM. The Systems Support Analyst will be responsible for diagnosing the underlying issues and will collaborate with internal and external departments to resolve issues.

Tier 2 System Support - Responsibilities include prioritizing and escalating issues that cannot be resolved internally to external partners. The role involves tracking these issues through to resolution and effectively communicating the outcomes to all relevant stakeholders.

System Administration - Responsible for overseeing the daily operations of systems managed by SEMOps. Collaborates with project teams to implement and integrate new functionalities into these systems.

Performs other duties as assigned

POSITION QUALIFICATIONS:

MINIMUM:

Bachelor's degree in Computer Science, MIS or other field involving software and analytical training and one year of IT related work experience; or a Bachelor's degree with no specific required field and two years of IT related work experience, OR a Master's degree and one year of IT related work experience, OR a combination of five years of IT related work experience and validated training. Preparation for a relevant IT certification is considered to be related training.

FLSB1310 Equivalency:

4 years of directly relevant experience may be substituted for bachelor's degree.
6 years of directly relevant experience may be substituted for master's degree.


PREFERRED:

Experience with Customer Relationship Management (CRM) systems. Experience with ticketing and/or project management systems. Experience with the Software Development Lifecycle (SDLC) Ability to prioritize and manage several issues/projects at a time.