Technical Support & Security Analyst

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450 acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity.

The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives— and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

The Technical Support & Security Analyst provides advanced technical support for the university's Student Information System (SIS) and manages key aspects of software licensing and account provisioning. This role is responsible for resolving complex Tier 3 support issues, managing user security, and ensuring the effective delivery of software and account services to campus users. The position plays a vital role in maintaining secure, reliable, and user-friendly systems that support the university's academic and administrative operations.

• Serves as the primary Tier 3 support contact for SIS related issues, resolving escalated tickets that require advanced technical expertise.
• Troubleshoots and resolves complex system errors, data issues, and performance problems in collaboration with technical and functional teams.
• Analyzes support trends to identify recurring issues and recommends system or process improvements.
• Participates in system upgrades, testing, and patching activities to ensure continuity and minimal disruption to users.
• Assigns, modifies, and audits user security roles and permissions in SIS, ensuring compliance with institutional policies and data governance standards.
• Collaborates with IT and data governance teams to implement SIS security protocols and ensures compliance with FERPA and other relevant regulations.
• Oversees account management tasks such as account creation, deactivation, and access troubleshooting across supported platforms.
• Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.
• Manages software licensing processes, including compliance tracking and user access provisioning.
• Maintains accurate documentation of support procedures, security configurations, licensing records, and account workflows.
• Documents support procedures, access control workflows, and user training materials.
• Provides guidance to Tier 1 and Tier 2 support staff and contributes to training materials and knowledge base content.
• Communicates effectively with stakeholders to understand needs, provide updates, and ensure satisfaction with support services.

• Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with University policy.
• Contributes toward creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
• Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
• Performs other related duties as assigned.

• Bachelor's degree and 3 (three) years of related experience; OR associate's degree and 5 (five) years of related experience; OR High School Diploma or equivalent and 7 years of related experience.
• Experience with account support or security in an ERP system (Ex. People Soft.)
• Strong…