Systems Support Analyst

Job Title:

Systems Support Analyst I

Location:

MGA - Macon
Regular/Temporary:
Regular
Full/Part Time:
Full-Time
Job

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 program, that support its mission to educate and graduate inspired, lifelong learners whose scholarship and careers enhance the state.

The Student Support Analyst I 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 (45%) -

• Design, develop, test, and maintain programs, scripts, and reports supporting Banner and related institutional applications.
• Work with functional users to gather requirements and translate business needs into effective technical solutions.
• Modify and maintain existing applications and processes to improve efficiency, reliability, and performance.
• Develop and maintain interfaces between Banner and third-party systems.
• Assist with testing, troubleshooting, and implementation of application enhancements and upgrades.
• Maintain documentation for developed programs, scripts, interfaces, and processes.

End-User Technical and Functional Support (25%) -

• Provide technical and functional support for Banner and related applications.
• Troubleshoot and resolve system issues reported by faculty, staff, and students.
• Assist users with system navigation, business processes, and application functionality.
• Collaborate with Information Technology staff and functional departments to resolve application and data-related issues.
• Contribute to the development and maintenance of support documentation and knowledge resources.

Data Maintenance and System Integration Support (10%) -

• Perform data maintenance activities within Banner and associated systems.
• Validate data accuracy and integrity through auditing and testing procedures.
• Support integration activities between institutional applications and external vendors.
• Assist in evaluating and testing third-party software updates and enhancements.

Administrative Support and Documentation (10%) -

• 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.

Research and Technology Improvement (10%) -

• Investigate emerging technologies, tools, and methodologies that may improve enterprise application support and operational efficiency.
• Participate in testing and evaluation of software upgrades and new technologies.
• Recommend improvements to business processes, system functionality, and support practices
• Support continuous improvement initiatives within Enterprise Information Systems.

Educational Requirements

Bachelor's degree in Computer Science, Information Technology, Cybersecurity, Business, or related fields from an accredited institution required.

Additional Preferred Qualifications

• Knowledge of web operations and integration of third-party platforms with institutional systems.
• Abili…