Application Support Analyst

Department

ARD Business Application Management 1

About the Department

Alumni Relations and Development (ARD) engages alumni (~220k), current students, parents and friends of the University through intellectual, professional and social activities on campus, around the world and online. ARD raises $600 Million annually to support faculty and researchers, practitioners and patients, and students and programs across the University. Our work supports priorities in every division, school, department, and institute.

The Analytics and Technology Solutions (ATS) team provides technology and system solutions to enable ARD to meet aggressive fundraising goals and measure, analyze and predict growth in constituency giving and participation. Using an enterprise approach to data and systems, ATS creates a data and user environment that is consistent yet agile. Collaborating with stakeholders to understand program strategies, ATS develops data, reporting, and analytics solutions that lead to actionable outcomes and actualized goals.

Job Summary

This position liaises between the IT group and business to support the development and implementation of new systems and enhancements of existing systems. With moderate guidance, evaluates new IT developments and evolving business requirements, and uses elementary knowledge of University systems to recommend appropriate systems.

Responsibilities

• Performs user Account Setup and Management, including user account audits.
• Performs departmental onboarding/offboarding activities for new users.
• Creates technical documentation including, but not limited to, system configurations and process flows.
• Provides Tier-1 Salesforce Support for ARD Staff, including Third-Party Application support.
• Performs the setup, configuration, and upgrade processes for a variety of departmental and advancement software products including, but not limited to, Salesforce CRM, Experience Cloud, CRM Analytics, Kindsight ascend, Conga, Cvent, Marketo, and others.
• Applies knowledge of Salesforce and business systems to define and manage system access settings and permissions sets.
• May maintain ARD application Inventory, including Software License Management.
• Performs analyses and assists in a variety of Salesforce support activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts.
• Stays abreast of privacy enhancing technologies and privacy/security by design principles employing these standards and applying them to technologies and services in ARD’s service catalog.
• Uses security and privacy enhancing technologies and services to protect business information during the data lifecycle.
• Performs periodic assessments, audits, and activities in support of securing payment technologies and services ensuring compliance with Payment Card Industry Data Security Standard (PCI DSS).
• Seeks opportunities for professional development that will enhance job performance including attending webinars, seminars, and building networks within the University and with colleagues at peer institutions.
• With moderate direction from others, conducts business process analyses, needs assessments, and preliminary cost/benefits analyses. Uses basic understanding of applicable business processes, systems, and industry requirements.
• Implements functional, system, and program specifications. Assists in revising existing system logic difficulties as necessary, under the direction of more experienced colleagues.
• Administers new IT developments, keeps up with evolving business requirements, and uses knowledge of University systems to recommend appropriate systems alternatives and/or enhancements to current systems.
• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include a college or university degree in related field.

Work Experience:

Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Education:

• Major in technology, computer systems, computer science or similar major.

Experience:

• Minimum two years of professional work experience in a technical support role.
• Minimum two years of experience maintaining user permissions.

Technical Skills or Knowledge:

• Demonstrated skill and knowledge of, or ability to learn quickly, the internal workings of the University as well as the technology tools available to the Office of Alumni Relations and Development, including the University's donor relationship management system, Microsoft Windows computer environment and the Microsoft Office Suite.
• Proficient with Salesforce.
• Proficient with Salesforce HTML and JSON.

Preferred Competencies

• Outstanding interpersonal and communications skills characterized by the ability to listen, speak, and write effectively.
• Manage confidential information with discretion and tact.
• Act with integrity, professionalism, and confidentiality.
• Prioritize multiple projects and independently follow through with detail.
• Critically think and troubleshot.
• Work collegially and collaboratively in a team setting.
• Self-motivated and take initiative.

Working Conditions

• This position has a hybrid work schedule which includes weekly in office presence.
• Standard office environment.
• Travel to campus and/or non-campus locations for University business.
• Work evenings and weekends as needed.
• This position is located in Hyde Park at 5235 South Harper Court.

Application Documents

• Resume/CV (required)
• Cover Letter, addressed to Hiring Committee (preferred)

Job Family

Information Technology

Role Impact

Individual Contributor

Scheduled Weekly Hours

37.5

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type

Salary

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FLSA Status

Exempt

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Pay Range

$72,250.00 - $85,000.00

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.