This position's primary responsibility is to provide technical system support of the academic and IT service management web applications managed by the Academic & Service Management Systems team.
The ITSM Application Systems Analyst will work with his/her supervisor and team members to provide functional and technical support of the Pinnacle IT Expense Management (ITEM) web application, the Remedy IT service management web application, as well as a number of academic technologies managed by the team including the campus academic Learning Management System (LMS). The ITSM Application Systems Analyst will provide support for the following:
·Application administration and feature enhancements
·Vendor support relationships
·Reporting and metrics
·Other responsibilities as assigned
Partner with supervisor and team members to coordinate efforts, track progress and deliver updates as necessary. Collaborate on IT division-wide initiatives. Provide guidance and functional user support.
Bachelor's degree preferably in computer science or related field and 3 - 5 years' experience or equivalent combination of education and experience. Substantial knowledge about the information technology field is required; a background in technical support concepts, software development and application management are preferred. Diverse technical support experience required, including experience supporting information technology-related products:
Knowledge of supporting complex applications and systems is required; experience with design, development and deployment of large workflow management tools is desirable.
Familiarity with SOAP and REST services APIs and SQL.
Ability to configure and customize application systems.
Strong communication, interpersonal skills and team-building are required, both one-on-one and in group settings. Must be able to translate customer needs into service requirements. Ability to build and maintain effective working relationships to facilitate projects essential.
Familiarity with common desktop applications and productivity tools required. Must be able to learn new applications quickly.
Must be able to work effectively in a dynamic, deadline driven, complex, team-based environment with multiple competing priorities.
Excellent oral and written communication skills including ability to obtain and convey service information to others of varying levels of technical knowledge and responsibility essential.
Experience in a university setting is desirable, and specific experience at Cornell is preferred. An understanding of billing and inventory systems, financial statements and financial terminology as well as experience with service desk software, especially Remedy, is desirable.
When applying through our system, please remember to attach your application materials (Resume/Cover Letter/CV) in either Microsoft Word or PDF format. In the Experience section of your application, use the 'Drop Files Here' box to manually drag document(s) into your application. For a more detailed description and instructions on how to apply online please click here as an external candidate or click here if you are an internal candidate. Please note: Cornell Employees must apply through the Internal Cornell Career site.
No Visa sponsorship is available for this position.
No relocation assistance is available for this position
University Job Title:
Applications Sys Analyst III
Pay Rate Type:
Number of Openings:
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