| The ITSM Application Analyst primary responsibility is to manage the Cornell central IT Expense Management (ITEM) system (Pinnacle). The ITSM Application Analyst will provide functional and technical direction and the support of the ITEM tool, as well as provide part-time support of other ITSM tools managed by the Enterprise Services team, including Remedy.|
Working in conjunction with other units in Cornell Information Technologies (CIT) and campus stakeholders, the ITSM Application Analyst will provide or oversee the following:
- User Support & Communications
- Training & Documentation
- Application administration & Feature Enhancements
- Program Planning & Budgets
- Vendor Relationships
- Reporting & Metrics
Bachelor's degree or equivalent experience required, with a wide variety of fields acceptable; substantial knowledge about the information technology field is required; a background in technical support concepts, software development and application management are essential.
- 5 -7 years of diverse technical support experience required, including significant experience managing information technology-related products. Project management experience required.
- Experience managing complex applications and systems is required; experience with design, development and deployment of large workflow management tools is desirable.
- 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.
- Have an understanding of billing systems, financial statements and financial terminology as well as experience with service desk software, especially Pinnacle, is desirable.
- 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.
- Must have well-developed problem-solving abilities, analytical, reasoning and judgment skills.
- Experience in a university setting is desirable, and specific experience at Cornell is preferred.
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:Consultant/Advisor Spec
Pay Rate Type:Salary
Contact Name:Cyndi Morris
Number of Openings:1
Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities.2017-02-23-08:00