Applications Support Analyst

At the University of Cincinnati Foundation, we commit ourselves to providing a place where everyone belongs. We care deeply about those in our community, while also taking care to nurture new relationships. We have the courage to dream big, drive excellence and uphold integrity in our work.

The Application Support Analyst is an exempt (salaried) position employed by the University of Cincinnati Foundation (UCF) and reports to the Director, Enterprise Applications Support.

This Application Support Analyst provides day-to-day hand-on support for enterprise business applications used by human resources, finance, contract management, and other operational areas, including systems such as UKG and Blackbaud Financial Edge. The role helps users resolve application issues, supports routine enhancements, identifies and implements new functionality, documents procedures, assists with testing and training, and coordinates with business users, technology partners, and vendors as needed.

Working under general supervision, the position helps ensure applications are reliable, secure, easy to use, and aligned with business processes while supporting continuous improvement in application support and the overall user experience.

• Provide day-to-day support for assigned business applications, including responding to user questions, responding and resolving ITSM tickets, troubleshooting issues, documenting findings, and coordinating resolution with internal teams or vendors as needed.
• Triage and manage application support requests; gather relevant details, assess urgency and impact, elevate appropriately track progress, and communicate status to business users and stakeholders.
• Assist with configuration updates, workflow changes, user access requests, reporting needs, and other routine application administration activities in accordance with established procedures.
• Support testing and rollout of application changes, enhancements, integrations, upgrades, releases, and new functionality by preparing test scenarios, validating results, documenting defects, confirming resolution, and assisting user readiness.
• Document application processes, support procedures, known issues, job aids, knowledge articles, and user guidance to improve consistency and self-service support.
• Monitor recurring issues, usage patterns, metrics, and support trends to identify and make recommendations for opportunities for process improvements, training, configuration changes, escalation, or increased efficiency.
• Partner with business users, vendors, and partners to understand operational needs, clarify requirements, validate solutions, and support effective use of applications.
• Support prioritization of enhancements and defects by documenting business impact, gathering examples, and helping stakeholders evaluate options.
• Review application health indicators, issue trends, recurring support needs, and support metrics to help identify root causes and recommend practical improvements.
• Assist with transition-to-support activities for new and enhanced solutions, including rollout planning, user training, training materials, support readiness, communications, and operational handoff tasks.
• Other duties, as assigned.

• Bachelor’s degree in information technology, computer science, information systems, business, or a related field preferred with 2 or more years of experience supporting business applications, technology operations, application administration, business analysis, help desk support, or related functions; equivalent combination of education and relevant experience may be considered.
• Experience assisting with application support activities such as user support, issue triage, incident tracking, testing,…