Provides 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. Supporting the School's learning management systems (classes*V2 and Canvas). Assisting in the design, development, delivery, and adoption of technology (including instructional technology pilots, services, and initiatives). Works with application functional owners to oversee quality assurance audits and controls of functional support; ensures accuracy and completeness of functional support. 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. Serves as project manager for application developments including coordinating user requests and outlining project feasibility and implementation requirements. Makes recommendations to management and application functional owners for improvements in functional support. Prepares technical and end-user documentation and application training. Troubleshoots application problems and escalates complex problems as needed for timely resolution. Takes leadership role in application training, internal documentation development. 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. Ensures adherence to service delivery process management framework as it relates to functional support and continuous process improvement similar to ITIL. Provides Help Desk backup coverage. Represents SOMIT on committees and project teams. May perform other duties as assigned.
Posting Position Title: Technology Services Specialist
University Job Title: Application Support Specialist
Work Week: Standard (M-F equal number of hours per day)
Required Skill/ability 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.
Required Skill/ability 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.
Required Skill/ability 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.
Required Skill/ability 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.
Required Skill/ability 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. Excellent oral and written communication skills. Demonstrated leadership skills and ability to work both independently and in teams.
Preferred Education, Experience and Skills: Experience with learning platforms (e.g., Sakai, Canvas, and Coursera) and software used to develop and deliver instructional content. Global orientation; experience working across countries and regions, and fluency in more than one language.
Required Licenses Or Certifications:
Bachelor's Degree in a related field and three years of experience of related work experience or an equivalent combination of education and experience.
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.