University of Pittsburgh Hiring for Enterprise Applications Support Analyst Job at Pittsburgh, PA Full Time

Pitt Information Technology (Pitt IT) is seeking a Client Services (CS) Enterprise Applications Support (EAS) Analyst. In this primarily remote position, analysts will have responsibility of supporting Pitt Information Technology’s Service Portfolio throughout the University community. They are responsible for administering and fulfilling service requests, answering operational questions, and solving problems and issues that are passed from the Help Desk, other Pitt IT teams, or clients.

EAS Analyst will be responsible to document support/troubleshooting steps in cases and keep application and service knowledge articles current. All work is to be detailed and accurate. This position will follow established SLAs for responding to customers and resolving issues.

Specific duties include: support of enterprise applications, provide feedback to product managers concerning desired features, common issues and opportunities for improvement, complete project tasks, assist with enterprise application testing, and work with vendors to resolve customer application issues.

ESSENTIAL FUNCTIONS:

• Resolve customer questions and problems that are passed from the Help Desk, Pitt IT, or directly from customers related to enterprise applications
• Support applications on endpoint devices; mobile devices, campus and remote desktops
• Work with vendors to resolve customer application issues, as necessary
• Perform application testing as needed
• Provide support over the phone, video conference, chat, remote control, email, and in person onsite
• Maintain a professional and courteous attitude at all times.

Associate degree with three to five years of experience required. Equivalent combination of education and experience may be substituted per university guidelines. Skills needed for this position include a technical background, communication, and troubleshooting skills. Individual should have a minimum of 2 years professional technical support experience. Requires excellent planning, oral communication, and written communication skills. Must be detail oriented. Must possess the initiative to work independently and effectively interact with Pitt IT Management and Staff. Critical that the individual have the ability to accurately interpret and represent organizational goals, technical projects, and Pitt IT services as they relate to Information Technology at the University.

The University of Pittsburgh is committed to championing all aspects of diversity, equity, inclusion, and accessibility within our community. This commitment is a fundamental value of the University and is crucial in helping us advance our mission, which includes attracting and retaining diverse workforces. We will continue to create and maintain an environment that allows individuals to discover, belong, contribute, and grow, while honoring the experiences, perspectives, and unique identities of all.

The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EOE, including disability/vets.

The University of Pittsburgh requires all Pitt constituents (employees and students) on all campuses to be vaccinated against COVID-19 or have an approved exemption. Visit coronavirus.pitt.edu to learn more about this requirement.

Department Details The University offers a robust retirement savings plan with 100% employer match, 150% after vesting. 11 Paid Holidays. Paid Vac, Sick, Personal. Add’l Winter Recess Paid Time Off • Paid Parental Leave • Above-average Employer Contribution toward Medical, Prescription Drug, Dental, Vision, Life, and more. Education benefits for staff, spouses/partners, dependents. Student loan assistance. Free transit pass. Join the team responsible for strategy, implementation, and maintenance of technology at the University of Pittsburgh-ranked by Forbes among Amazon, CDW, Cisco Systems, Google, LinkedIn, and Microsoft as one of “America’s Best Large Employers.”
Assignment Category Full-time regular
Job Classification Staff.Systems/Programmer.III Non-Exempt
Campus Pittsburgh
Minimum Education Level Required Associate
Minimum Experience Level Required 3-5 years experience
Work Schedule M-F bus hrs. On occasion, some evening and weekend work may be necessary depending on business load, project timeline requirements, urgent support, or scheduled downtime changes. May be responsible for manning an escalation phone number on a rotating basis.
Work Arrangement Remote: Teams working from different locations (off-campus).
Hiring Range TBD Based Upon Qualifications
Relocation Offered No
Visa Sponsorship Provided No
Background Check For position finalists, employment with the University will require successful completion of a background check
Child Protection Clearances The following PA Act 153 clearances and background checks are required prior to commencement of employment and as a condition of continued employment: PA State Police Criminal Record Check, FBI Criminal Record Check, PA Child Abuse History Clearance.
Required Documents Resume
Optional Documents Cover Letter

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