1. Performs expert functional lead/gatekeeper support via phone and email to colleagues and identifies and analyzes all application, access, policy, procedural, and network related issues, to recommend solutions and assist user with resolution. 2. Works with application functional owners to oversee quality assurance audits and controls of functional support; ensures accuracy and completeness of functional support. 3. Makes recommendations to management and application functional owners for improvements in functional support. 4. Interprets and adheres to University Appropriate Use Policy (AUP) and procedures including HIPAA guidelines; assures compliance with University required security, information technology and financial and administrative policies and procedures. 5. Troubleshoots application problems and escalates complex problems as needed for timely resolution. 6. Takes leadership role in application training, internal documentation development. 7. Ensures adherence to the Information Technology Infrastructure Library (ITIL) process management framework as it relates to functional support and, with the ITIL process owners, ensuring consistent and efficient Incident and Problem resolution, error reduction and continuous process improvement. 8. Reviews client satisfaction survey data and follows up with relevant staff when required. 9. Provides backup coverage including accounts and access creation, modification, maintenance and deletion. 10. Represents the Service Desk on committees and project teams. 11. Provide IT sustainability consulting advice to faculty, staff and students in the course of providing helpdesk support. 12. May perform other duties as assigned.
Preferred Education:
Experience in a higher education institution. Proficiency with SQL or other database experience. Experience with Blackbaud Constituent Relationship Management (CRM) software, iModules, EverTrue or other fundraising and relationship management systems. Experience with online giving, broadcast email, web design and/or web content management.
Preferred Education, Experience and Skills:
Experience in a higher education institution. Proficiency with SQL or other database experience. Experience with Blackbaud Constituent Relationship Management (CRM) software, iModules, EverTrue or other fundraising and relationship management systems. Experience with online giving, broadcast email, web design and/or web content management.
Required Skill/ability 5: Ability to handle sensitive information and maintain strict confidentiality.
Posting Position Title: Applications Systems Specialist
Required Skill/ability 3: Exemplary interpersonal and relationship building skills; ability to interact effectively with staff and management at all levels; customer service-oriented self-starter and ability to work independently and as part of a team; entrepreneurial approach to work.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Advancement Systems Specialist
Required Skill/ability 1: Commitment to an inclusive workplace. Ability to engage with diverse audiences (age, gender, nationality, race/ethnicity, profession, sexual orientation, etc.).
Required Skill/ability 4: Excellent oral and written communication, presentation, organizational, and planning skills. Ability to communicate effectively with diverse audiences; demonstrated ability to present complex material to a broad user community and to take complex information and derive simplifying solutions.
Required Skill/ability 2: Strong analytical skills to resolve issues. Ability to gather facts and background and summarize effectively. Demonstrated ability to quickly learn new technology. This includes understanding how technology integrates with other applications used by the division, and an understanding of how to configure the application.
Bachelors Degree in a related field and two years of related work experience or an equivalent combination of education and experience.
Internal Number: 71044BR
About Yale University
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.
