Application Support Analyst

Founded in 1965, UC Irvine is a member of the prestigious Association of American Universities and is ranked among the nation's top 10 public universities by U.S. News & World Report. The campus has produced five Nobel laureates and is known for its academic achievement, premier research, innovation and anteater mascot. Led by Chancellor Howard Gillman, UC Irvine has more than 36,000 students and offers 224 degree programs. It's located in one of the world's safest and most economically vibrant communities and is Orange County's second-largest employer, contributing $7 billion annually to the local economy and $8 billion statewide.

To learn more about UC Irvine, visit www.uci.edu.

The Office of Information Technology (OIT) is responsible for supporting the IT needs of UC Irvine faculty, students, and staff. Our mission is to provide information technology leadership, services, and innovative solutions to promote the research, education, and community service goals of the University.

Located within the Student and Academic Services Division of UC Irvine's Office of Information Technology (OIT), the highly collaborative Educational Technology and Student Success Services (ETS3) team supports a dynamic and diverse instructional community. Among other things, we support and administer the campus' learning management system and a fleet of homegrown educational technology and student success tools, extend our edtech ecosystem by integrating third-party educational technology tools, and keep our campus community informed of changes to UCI's educational technology portfolio.

Under the supervision of the Manager, Educational Technology & Student Success Services (ETS3), the Application Support Analyst (ASA) applies professional business / technical support concepts to resolve issues of moderate scope and complexity for web applications that are part of ETS3's support portfolio, where analysis of situations or data require a review of a variety of factors. These include UCI's enterprise learning management system, Canvas, as well as an array of homegrown and vendor software products that support both instruction and student success, many of which are integrated with Canvas. Provides responsive, professional, and high-quality front-line end-user support for faculty, staff, and student users. Within defined procedures and practices, determines appropriate action. Internally and externally documents, plans and delivers end-user training on these applications. Contributes to the software development lifecycle for many of the homegrown applications that are part of ETS3's support portfolio.

Total Compensation

In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits.

The expected pay range for this recruitment is $28.58- $30.94 (Hourly).

Required:

• Demonstrated proficiency at providing frontline technical support and troubleshooting for learning management systems and educational technology, including testing software settings, reviewing results and providing recommendations.
• Demonstrated skill in troubleshooting and resolving issues related to browser configuration, network connectivity, and user error.
• Ability to elicit and communicate technical and non-technical information in a clear and concise manner, and to work with both technical and non-technical personnel at various levels in the organization. Strong written and verbal communication skills.
• Experience with administration of Instructure Canvas.
• Excellent time management skills.
• Demonstrates problem-solving skills, with the ability to draw useful conclusions.
• Ability to recognize trends in support tickets and translate those into usable feedback for a web development team working on homegrown educational technology tools.
• Working knowledge of desktop and business / technical support systems (e.g., ServiceNow).
• Demonstrated judgment to delegate / escalate issues appropriately.
• Adhere to OIT's cultural values: Collaboration, Respect, Trust, Transparency, Quality, Inclusiveness, Customer Centricity, and Learning and Growth.
• 1-3 years of experience providing technical support and training for a large university's learning management system and educational technology software ecosystem.

Preferred:

• Familiarity with various educational technologies, such as Gradescope, Turnitin, and Respondus.
• Knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
• Advanced skill at creating technical documentation for complex processes and applications.
• Experience developing and administering technical trainings (one-on-one, small group, webinars, and similar) to users at a variety of levels.
• Experience installing, configuring, and upgrading external LTI tools in an LMS.

Special Conditions:

• Must reside in California.
• May be required to work after hours, as needed.

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
• Employment Misconduct*
• Legal Right to work in the United States
• Vaccination Policies
• Smoking and Tobacco Policy
• Drug Free Environment

*Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
• E-Verify
• Pre-Placement Health Evaluation

Details of each policy may be reviewed by visiting the following page - https://hr.uci.edu/new-hire/conditions-of-employment.php

Closing Statement:

The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20.

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at (949) 824-0500 or eec@uci.edu.