Senior Functional Support Analyst

Senior Functional Support Analyst

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

Academic Management Systems, part of IT Services at SFU, partners with Faculties and Faculty Relations to deliver systems that support academic operations. We are agile, cross-functional teams of analysts, developers, and QA specialists who thrive on collaboration, innovation, and continuous improvement. Our focus is building user-centered IT solutions that simplify processes, improve efficiency, and enhance the SFU experience for faculty and staff.

About the Role

The Senior Functional Support Analyst provides high-level functional analysis and operational support to system users across academic management systems by investigating, troubleshooting and resolving complex issues. The role is responsible for conducting in-depth analysis of user-reported problems, resolving problems efficiently, and ensuring that business processes function smoothly. The role maintains a thorough understanding of business and functional processes of transactions with the systems. The role researches and identifies opportunities to enhance business processes, maintains system configurations, manages follow-up tickets, monitors data integrations, develops user stories, and collaborates with an Agile team on system support. The role designs and implements training workshops for faculty and staff to ensure effective system adoption and use. The role continuously evaluates system functionality to identify and implement continuous improvements to enhance user experience.

Qualifications

Bachelor's degree in Business Administration, Information Systems, Communications or a related discipline with four years of related experience including experience investigating systems problems and errors, the configuration of system modules; business process review and the development and coordination of training programs and documentation, or an equivalent combination of education, training and experience.

• Good knowledge of academic management workflows and business processes.
• Knowledge of privacy and information security practices related to handling personal data.
• Familiarity with faculty management systems (i.e., eTRACS, Peoplesoft).
• Familiarity with support and issue tracking tools (i.e., JIRA, TeamDynamix).
• Proficient in mySQL or MSSQL for database queries and analysis.
• Experience in process analysis, systems testing and workflow management.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve system issues.
• Excellent interpersonal and communication skills, with the ability to translate technical concepts for non-technical users.
• Excellent customer service skills.
• Strong facilitation and instructional skills, with experience delivering training sessions.
• Demonstrated ability to work collaboratively with diverse stakeholders.
• Ability to prioritize multiple issues and work effectively in a dynamic and evolving environment.

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer temporary employees who belong in the Administrative & Professional Staff Association (APSA):

• An additional 7% pay in lieu of benefits & 8% vacation pay
• Employer paid extended health & dental plans
• Professional development funds (minimum contract period of 1 year)
• Hybrid-work program for eligible positions

Additional Information

The assignment end date is March 31, 2028.

Please include your cover letter and resume in one attachment.

SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.

We are committed to ensuring that the application and interview process is accessible to all applicants. If you require any assistance or accommodations, please contact pei_reception@sfu.ca.