Application Support Analyst

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Job Title:

Application Support Analyst

Department:

ERIK | Office of Research Information Systems

Job Overview:

Provide personnel of the Enterprise for Research, Innovation, and Knowledge (ERIK), personnel of supported research centers, and university researchers expert-level support by diagnosing and resolving technical issues related to research administration software and hardware. Software to include vendor licensed software (such as Huron Research Suite), open-source software (such as NEMO Lab Management) and OSU developed software that support the research administrative process. Hardware to include any peripheral devices required by any supported software (examples: RFID printers, tool interlock controllers). Handles escalations from lower tier support teams when issues exceed their resolution capabilities. Provides clear communication and timely resolution of their technical concerns to users. Works autonomously and as part of a team, consulting with ERIK team members, external software vendors and other campus technical expertise outside of ERIK to reach timely resolutions of technical issues.

Identifies and recommends technical and procedural changes to management to improve the efficiency and effectiveness of the ERIK support system and processes.  Identifies metrics in application support requests such that common issues can be identified to help prioritize application fixes or support material enhancements.

Collaborates with ERIK instructional design and development personnel to create and update technical documentation, knowledge base articles, and procedural guides to assist lower tier support teams and end-users (i.e. research administrative staff and university researchers). Participates in the development of new software to develop training and support materials for applications as they are built, both for support staff and end-user use. Provides guidance, tools and training to lower tier support teams, helping them to enhance their skills and reduce dependency on higher level support.

Follows all applicable OSU standards and protocols, including the Information Security Control Requirements (ISCR), and maintains a working knowledge of these standards as they evolve.

Required Qualifications:

• Bachelor's degree in information systems or equivalent combination of education and experience.
• Four years of relevant work experience.
• Extensive demonstrated troubleshooting and analytical abilities for web-based applications that support business processes.
• Knowledge of help desk ticketing software and processes. 
• Excellent written and verbal communication skills with individuals of varying technical expertise.
• Proven ability to independently research issues and propose solutions. Strong workplace ethics - including punctuality, timeliness, courtesy, follow-through, and teamwork.

Desired Qualifications:

• 4-8 years of relevant work experience.
• Extensive knowledge of help desk processes and software such as ServiceNow or osTicket.
• Experience with application visibility and monitoring tools such as Splunk.
• Experience with data reporting tools such as Tableau or Power BI.
• Experience with knowledge base management.
• Working knowledge of cloud environments, such as AWS or Azure.
• Working knowledge of research administration business processes.
• Working knowledge of lab management software and associated int