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Application Support Specialist, Information Technology

Detailed Job Listing:


STARS Requisition: 77462BR
University Job Title: Application Systems Analyst
Department Job Title: Application Support Specialist

Grade: 23

Position Focus:

As a member of the SOM-IT Client Services Team, provide technical computer assistance to SOM faculty, staff and students which includes problem recognition, research, isolation, resolution, and follow-up. School resource for learning management systems and other software applications. Involves the use of help desk incident tracking system and system monitoring tools.

Essential Duties:

  1. Supports the School’s learning management system, currently Canvas.
  2. Assists in the design, development, delivery, and adoption of technology including instructional technology pilots, services, and initiatives.
  3. Takes a leadership role, with software vendors or consultants, to implement system enhancements. Updates and keeps staff informed of system developments and training including documentation.
  4. Act as project leader for assigned IT projects with minimal supervision. Provide project consultation and recommendations to IT management as well as end-user departments.
  5. Performs expert application support via phone and email to faculty, staff, and students. Troubleshoots application problems and escalates problems as needed for timely resolution.
  6. Provides Help Desk backup coverage which includes monitoring and responding quickly and effectively to requests received through the Help Desk channels (walk-up, telephone based and email).
  7. Manages the procurement of technology goods and services for Yale SOM community using appropriate University tools and processes.
  8. Ensures adherence to service delivery process management framework as it relates to functional support and continuous process improvement similar to ITIL.
  9. Represents SOMIT on committees and project teams.
  10. May perform other duties as assigned.

Required Education & Experience:

Bachelor's Degree in 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, 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. Excellent oral and written communication skills.
  6. Willingness to learn new software packages and online systems such as LMS systems, collaboration, and web/video conferencing tools, e.g., Adobe Connect, ZOOM, and MS Lync.
  7. Demonstrated leadership skills and ability to work both independently and in teams.
  8. Proven commitment to diversity and inclusion, equity, and excellence.


Experience with learning platforms (Canvas) and software used to develop and deliver instructional content.


  • 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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