Application Support Engineer
Job Description
Operating Title
Application Support EngineerLong Classification Title
Information Technologist IIICampus Location
Concord, Durham, Keene, Manchester, PlymouthDepartment
UNH Business Apps Admin/IntegrationSummary of Position
As part of the Operations Support and Application Security team, the Application Support Engineer (ASE)’s primary duties are providing technical support for enterprise-level application systems. Workday will be the primary application the ASE will support from a tenant management, release management, triage, security and configuration perspective. The ASE is the front-facing representative for the Business Applications team and is responsible providing an excellent customer service experience to our end-users.
Acceptable minimum level of education
Bachelor'sAcceptable minimum years of experience
3 yearsPosting Number
PS4835FY25Other minimum qualifications
• Bachelor’s degree and three years of experience in information technology field, Associate’s and six years, or combination of education and experience equal to eight years.
• Knowledge of and experience working with ITSM practices and software systems to support those practices
• Experience supporting ERP systems (e.g. Workday, Ellucian Banner or Colleague)
• Experience with accessing and developing against enterprise database systems (Oracle, SQL Server, MySQL)
• Application development experience using Python, Java, Ruby, .Net, or other modern programming language
• Experience managing application security & knowledge of information security best practices
• Ability to work collaboratively
• Capable of troubleshooting complex problems
• Knowledge of application life cycle and development best practices including use of code repositories, code deployment pipelines, and automated testing
• Solid written skills to produce technical documentation.
• Able to prioritize workload and multi-task in a fast-paced environment
• Knowledge of and experience working with ITSM practices and software systems to support those practices
• Experience supporting ERP systems (e.g. Workday, Ellucian Banner or Colleague)
• Experience with accessing and developing against enterprise database systems (Oracle, SQL Server, MySQL)
• Application development experience using Python, Java, Ruby, .Net, or other modern programming language
• Experience managing application security & knowledge of information security best practices
• Ability to work collaboratively
• Capable of troubleshooting complex problems
• Knowledge of application life cycle and development best practices including use of code repositories, code deployment pipelines, and automated testing
• Solid written skills to produce technical documentation.
• Able to prioritize workload and multi-task in a fast-paced environment
Additional Preferred Qualifications
• Experience supporting Workday HCM/FIN and Workday Student
• Experience supporting document management platforms (e.g. Laiserfiche, Xtender etc.)
• Experience using iPaaS solutions (e.g. Boomi, Informatica, Mulesoft etc.
• Knowledge of identity management, accounts management practices
• Experience with TeamDynamix or other enterprise-grade service management product
• Experience working within a higher education IT environment
• Experience supporting document management platforms (e.g. Laiserfiche, Xtender etc.)
• Experience using iPaaS solutions (e.g. Boomi, Informatica, Mulesoft etc.
• Knowledge of identity management, accounts management practices
• Experience with TeamDynamix or other enterprise-grade service management product
• Experience working within a higher education IT environment
Salary Information
Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.
Quicklink for Posting
https://jobs.usnh.edu/postings/62934Percent Time Information (FTE)
1.00Grade
23EEO Statement
The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.
Institution Information
The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire’s lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.
The UNH Diversity Resource Guide with information and programming available in the seacoast area, New Hampshire, and the region can be found here: https://www.unh.edu/hr/diversity-resource-guide
Posting Date
09/05/2024Open Until Filled
YesPosting Open to Internal Candidates Only?
NoInterested Internal Candidates Exist?
NoJob Category
Salaried Staff (Exempt)Appointment Type
RegularDrivers License and Physical Requirements. Please check all items that apply.
None applicableDuty/Responsibility
Application Operational Support
- Provides technical support for enterprise-level application systems to technical and functional users. The primary application among others is Workday related support issues and configuration updates.
- Maintains high availability of business applications and services by facilitating the analysis, diagnosis and resolution process for high profile and complex issues.
- Engages vendors as required and ensures all communications are appropriate for the target audience.
- Monitors and triages integration related issues between our service line applications and 3rd party appliactions.
- Supports Application Security configurations and acts as a gatekeeper for sensitive data.
- Responds to general questions about our service lines and trouble tickets in a timely manner.
- Researches, diagnoses, troubleshoots and identifies potential solutions for how to resolve an issue.
- Prioritizes multiple, open issues.
- Follows best practices for change control of proposed solutions.
- Documents issue triage as troubleshooting progresses and resolution.
- Maintains service reports.
Duty/Responsibility
Release Management
- Handles the Workday Tenant Management and Refresh schedule.
- Maintains and applies deep, broad knowledge of vendor-provided releases and locally developed business application software, associated technologies, services and their deployments to analyze new releases and patches of vendor software, technologies and other proposed changes.
- Identifies the impact of releases and changes on business applications and services, determining necessary and recommended actions to ensure application and service continuity and high availability.
- Serves in advisory or consulting capacity to others during the release analysis process.
Duty/Responsibility
Other Duties as Assigned
- Participation in other broad-based strategic IT initiatives across the university system
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