Application Support Manager

Application Support Manager role at University of North Texas

Title: Application Support Manager

Employee Classification: Application Support Manager

Campus: University of North Texas

Division: UNT-Information Technology

Sub Division-Department: UNT-Enrollment Operations

Department: UNT-Enterprise Systems-167000

Job Location: Denton

Salary: commensurate based upon experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

Enterprise Systems is under the Office of the Chief Information Officer and provides technical support for various business processes and application software systems utilized to support student administration. We manage security for systems such as Peoplesoft, Canvas, U.Achieve, and Perceptive Content student information. We also work with departments on campus for data needs and solutions for business process needs around student information and management.

This position on the Enterprise Systems team works with multiple IT teams and the university departments to develop, maintain, and enhance University applications. Responsible for gathering business requirements and coordinating the upgrade of, and ongoing support for, software and applications. Interacts with the user community to gather and document business requirements and conduct process analysis.

Bachelor's degree in Computer Science or related field and ten years of work experience in systems analysis and/or programming functions, or related field; or any equivalent combination of education, training and experience.

• Ability to analyze, organize and prioritize work while meeting multiple deadlines.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to identify problems, evaluate alternatives and implement effective solutions.
• Ability to work successfully as a member of a team and independently with moderate supervision.
• Skill in communicating effectively in writing and talking with others to convey information effectively and appropriately to meet the audience's needs.
• Skill in creating, organizing and maintaining technical documentation in a variety of formats.
• Skill in providing effective customer service through both written and oral communications. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of SQL, database structures, Peoplesoft/LMS, and related IT systems, and student record related business processes.

Bachelor’s degree and four years of work experience in IT support (preferably with experience supporting Canvas or another LMS), information systems, or related field; or any equivalent combination of education, training and experience such as a Canvas Certified Technical Administrator credentials and applicable work experience. 1-2 years of supervisory experience is also preferred.

• Develops, builds and maintains elements related to LMS functionality, including but not limited to, content integrations and creation, curriculum programs, LMS structure, and reporting.
• Effectively provides end-user troubleshooting, issue remediation, technology request assistance and escalation management to resolve LMS-related system issues; and monitors recurring issues, system/data or process gaps and proactively identifies potential sources of increased efficiency and enhancements.
• Provides leadership and project management for the assigned support area.
• Reviews, analyzes, and modifies systems including configuration, troubleshooting, training and testing to support software applications and associated business processes.
• Evaluates information technology needs and then serves as lead in architecting new processes to meet the user needs.
• Ensures the delivery of technical information, documentation, requirements, and assists with procurement and statements of work meet project timeline requirements.
• Oversees testing, upgrades and installation of IT systems.
• Works on multiple projects with competing deadlines requiring strong attention to detail.
• Evaluates employee performance and provides for development and training of…