Application Support Specialist

Detailed Job Listing:

job family: managerial and professional  

STARS Requisition: 44332BR
University Job Title: Technology Services Specialist 
Department Job Title: Application Support Specialist  

Grade: P5

Position Focus: 

Provide support for various Yale School of Management specific applications, system-level software, and other general computing applications. Under the direction of Director, Client Services, responsible for support and maintenance of applications or software systems and analyzing necessary software requirements. Deciding on and implementing new technologies and procedures to increase operational efficiencies. Managing all technical aspects of application. Participates in the research and system application needs to visualize any problems for users. Provide assistance to faculty, staff, and students regarding the use of various software applications. The Application Support Specialist also plans changes in the existing system and suggests the installation of the new system.

Essential Duties: 

  1. Supporting the School’s learning management systems (classes*V2 and Canvas).
  2. Assisting in the design, development, delivery, and adoption of technology (including instructional technology pilots, services, and initiatives).
  3. Works with application functional owners to oversee quality assurance audits and controls of functional support; ensures accuracy and completeness of functional support.
  4. Takes a leadership role with appropriate individuals, including software vendors or consultants, to implement system enhancements and updates and keeps staff informed of system developments.
  5. Serves as project manager for application developments including coordinating user requests and outlining project feasibility and implementation requirements.
  6. Makes recommendations to management and application functional owners for improvements in functional support.
  7. Prepares technical and end-user documentation and application training.
  8. Troubleshoots application problems and escalates complex problems as needed for timely resolution.
  9. Takes leadership role in application training, internal documentation development.
  10. Performs expert application support via phone and email to faculty, staff, and students; identifies and analyzes all application, access, policy, procedural, and network related issues, to recommend solutions and assist with resolution.
  11. Ensures adherence to service delivery process management framework as it relates to functional support and continuous process improvement similar to ITIL.
  12. Provides Help Desk backup coverage.
  13. Represents SOMIT on committees and project teams.
  14. May perform other duties as assigned.

Required Education & Experience: 

Experience with learning platforms (e.g., Sakai, Canvas, and Coursera) and software used to develop and deliver instructional content. Bachelor's Degree in a related field and two years of related work experience or an equivalent combination of education and experience.

Required Skills & Abilities: 

  1. Ability to participate in the design and development of related applications, determine design methodologies and tool sets; design and conduct tests and make recommendations. 
  2. Ability to develop educational materials and activities to disseminate standards and underlying approaches. Investigate different software and technical research tools, determine general strengths/ weaknesses as they relate to research issues, and prepare reports on research applicability.
  3. Strong critical thinking and problem solving skills, with a demonstrated ability to easily understand logic and troubleshoot issues as it pertains to computer and application management systems.
  4. Demonstrated flexibility and agility in order to adapt to changing work demands and balance many projects in a high-pressure environment.  Excellent organizational skills, accuracy, and attention to detail.
  5. Willingness to learn new software packages and online systems such as LMS systems, collaboration and web/video conferencing tools, for example Adobe Connect, ZOOM, and MS Lync. Demonstrated leadership skills and ability to work both independently and in teams.

Preferred: 

Global orientation; experience working across countries and regions, and fluency in more than one language.

Competencies:

  • Customer Service Focus – Listening carefully to and understanding customers’ needs and proactively responding to those needs in a consistent and timely manner.
  • Teamwork/Communication – Working cooperatively to achieve common goals. Support cooperation, collaboration and the sharing of information.
  • Product Excellence – Provide the best quality product available and continuously upgrade standards to maintain quality.
  • Leadership – Provide direction and motivation to others through communication, modeling appropriate behavior, optimism and high achievement.
  • Innovative – Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
  • Strategic Thinking – Recognize opportunities, identify critical, high pay-off activities and prioritize them to attain goals.

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