Application Support Specialist 3

Department: IT Technology Support Svcs
Salary/Grade: NEX/16

Job Summary:

Diagnoses and resolves complex technical issues for students, faculty, researchers, alumni, and staff related to Northwestern's enterprise applications and services. Resolves complex identity and access management issues. Troubleshoots and resolves technical issues with financial, HR, student, and collaboration services. Provisions resources and access to central services based on complex approval criteria and workflows. Provides an advanced level of support during major changes to or rollout of enterprise applications and services. Reviews and recommends support processes and internal support documentation. May lead medium-sized projects.

Specific Responsibilities:

Strategic Planning

• Identifies support issue trends to recommend application and service configuration changes.
• Recommends changes to services and applications to increase efficiency and effectiveness of teams and applications.
• Coordinates continuous service improvement projects within the local IT team

Administration

• Documents activities, events and materials used in troubleshooting and support activities, and problem resolutions.
• Tests and develops knowledge base articles
• Tests and provides feedback on recommended technical support practices for new applications and services and/or major changes to existing applications and services
• Attends trainings and meetings regarding updates and/or enhancements to applications and software

Performance

• Provides troubleshooting/triage assistance to end users in a courteous and professional manner for in-person, phone, and email requests.
• Recommends solutions to advanced level problems, questions, and inquiries encountered by clients according to established practices.
• Identifies and escalates complex issues along existing escalation pathways as appropriate.

Supervises

• Assists with on-boarding of junior staff.
• Participate in team issue triage resulting in task assignment

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

• Successful completion of a full 2-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
• 3-5 years' experience in consulting, training, technical support, or user service, in an information technology environment or other relevant experience required.
• Work history demonstrating increasing levels of responsibility and leadership.

Target hiring range for this position will be between $29.22-$34.69 per hour. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.