Auxiliary Services Systems Analyst, Intermediate

Auxiliary Services Systems Analyst, Intermediate

Northern Arizona University

This position is an on-site position which requires the incumbent to complete their work primarily at an NAU site, campus, or facility with or without accommodation. Opportunities for remote work are rare. Driving a vehicle on behalf of the university is anticipated to be a regular part of this position. The law applies to all faculty, staff, and students who drive personal or university-owned motorized vehicles for any business purpose. More information on the NAU Authorized Driver Policy can be found on the NAU website. Able to work nights, weekends and holidays as business needs dictate.

About the Department/College: Campus Services and Activities (CSA) Functional Support maintains a high level of customer support for Campus Dining, Unions & Activities, Campus Events, Post Office, SUN Entertainment and more.

About the Position

Campus Services and Activities (CSA) is seeking an Auxiliary Services Systems Analyst, Intermediate to ensure high availability and performance of customer-facing, revenue-generating, and specialized university auxiliary services systems. This role involves monitoring, troubleshooting, and maintaining systems, applications, and equipment, as well as coordinating updates, testing, and on-site support in a high-volume customer service/customer-facing environment.

Responsibilities Include

75% - Functional Support:

• Provide highly responsive end user support to a wide range of mission critical technical components including point of sale terminals and peripherals, meal plan and declining debit systems, event ticketing, room and resource reservations and other auxiliary specific systems.
• Plan, prioritize, coordinate and perform projects relating to hardware set-up, configuration, testing and on-site support of business systems.
• Perform system and hardware maintenance including testing and applying vendor supplied updates, operating system updates, peripheral cleanings and point of sale configurations.
• Maintain current documentation of system and operational processes including associated business rules, workflows and configurations critical to the support of auxiliary services operations.
• Collaborate with internal support and technical teams and external with vendors.
• Assist in the creation and modification of data integrations and automated processes involving auxiliary business systems.
• Manage assigned projects, tasks and resources required to successfully complete projects as scheduled.
• Install, troubleshoot and coordinate specialized software installs for end users within auxiliary services.
• Diagnose root causes of problems, propose solutions and coordinate with campus resources to implement approved projects.
• Manage and resolve support calls and cases ensuring rapid response, frequent communication and sustainable resolution.
• Perform content updates on departmental websites (Wordpress) and digital signage (BrightAuthor).
• Perform regular inventory of auxiliary services assets including hardware, software, accessories and technical characteristics of configuration settings such as IP Addresses, host names etc.
• Create and coordinate training of business software and tools to university partners/affiliates.
• Provide back-up support to university partners\' IT personnel during special events and daily business operations.
• Communicate clearly, adapt to ever-changing environments, possess expert product knowledge, and provide effective customer service in all interactions.
• Provide recommendations for improvements to hardware, software, equipment, processes, and/or policy.
• Follows standard principles and guidelines with some latitude for personal decision making; any personal decision making is expected to utilize existing standards and procedures.
• Follows all NAU IT policies and coordinates with IT services in the design, development, implementation, and operation of auxiliary services assets.
• Follows federal guidelines for physical and cybersecurity, export laws, and other regulatory compliance\'s set forth by federal and state government, granting agencies, etc.
• Participates, cooperates, and facilitates any IT or financial audits according to guidance provided by the VP of Operations, VP of ITS, or other overseeing university officials.

15% - Supervisory and Training:

• Supervise, train and coordinate student worker schedules.