Senior Analyst, Application Support

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

The position will liaise 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

• Implements and maintains new and existing applications. Uses best practices and knowledge of internal or external University issues to improve products or services.
• Partners in the continual improvement of information security and technology risk management in ARD.
• Performs user Account Setup and Management, including user account audits.
• Performs onboarding/offboarding activities.
• Creates technical documentation including, but not limited to, process flows.
• Provides Tier-1 and Tier-2 Application Support for ARD Staff.
• Performs setup, configuration, and upgrade processes for a variety of advancement focused 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.
• Collaborates closely with UChicago IT Services application development team to triage, prioritize, and execute product releases.
• 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.
• Participates in the development of queries and retrieval systems.
• With moderate direction from others, analyzes the users' requirements and solves routine database problems that ensures users and related applications can access necessary data sets.
• 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, building networks within the University and with colleagues at peer institutions.
• 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 o