Systems Support Analyst II
Listed on 2025-11-26
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IT/Tech
IT Support, Technical Support
Job Title: Systems Support Analyst II
Location: MGA - Macon
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job : 288336
Middle Georgia State University (MGA), a multi-campus, baccalaureate and graduate degree granting public institution, is the most affordable public state university in Georgia. MGA has five campuses-Macon, Cochran, Dublin, Eastman, and Warner Robins, all located in central Georgia-and global outreach through its fully-online campus. Its enrollment of 8,400 students is largely comprised of students from most of Georgia's 159 counties. The University has six academic schools, including Georgia's flagship aviation university, that support its mission to educate and graduate inspired, lifelong learners whose scholarship and careers enhance the state.
The Student Support Analyst II plays a critical role in supporting institutional applications and platforms used by students and staff. This position involves programming, technical support, and systems management across platforms such as Banner, Salesforce, and web-based applications. The Analyst ensures smooth operation, security, and user satisfaction through proactive development and responsive support.
Application Development and Maintenance (40%)- Design, develop, test, and maintain custom programs and scripts to support enterprise applications including Banner, Salesforce, and web operations.
- Collaborate with stakeholders to gather requirements and translate them into functional technical solutions.
- Optimize and refactor existing codebases to improve performance, maintainability, and scalability.
- Integrate third-party APIs and services with institutional platforms to enhance functionality.
- Maintain documentation for all developed solutions, including version control and change logs.
- Provide Tier II support for Banner, Salesforce, and web applications, resolving technical and functional issues reported by users.
- Conduct training sessions and create user guides to assist staff and students in using supported applications effectively.
- Monitor system performance and user feedback to identify areas for improvement.
- Collaborate with IT and functional teams to troubleshoot and resolve complex application issues.
- Maintain a knowledge base of common issues and solutions to streamline support processes.
- Serve as a liaison between the institution and third-party vendors to resolve technical issues.
- Configure and maintain integrations between third-party platforms and internal systems.
- Test and validate updates or changes to third-party software before deployment.
- Ensure compatibility and compliance of third-party tools with institutional policies and standards.
- Create and maintain technical documentation, including system configurations, support procedures, and change management records in alignment with ITIL 4 practices.
- Participate in incident, problem, and change management processes, ensuring timely resolution and accurate reporting.
- Assist in service request fulfillment and contribute to continual service improvement initiatives.
- Maintain records of service-level agreements (SLAs), performance metrics, and compliance reports.
- Support administrative tasks such as meeting coordination, reporting and inventory tracking, and perform other duties as assigned.
- Manage user roles, access permissions and security settings across supported applications.
- Conduct regular audits to ensure compliance with data security policies and best practices.
- Implement and monitor security protocols to protect sensitive student and institutional data.
- Collaborate with cybersecurity teams to respond to potential threats or breaches.
- Maintain documentation of access controls and security configurations.
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- At least two years of relevant programming or technical support experience; or an equivalent combination of education and experience.
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