Job ID: 291513
About Us
The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.
Location
This is not a remote position. Must be able to be onsite five days a week.
Information Technology Services (ITS) - 2500 Daniells Bridge Road Athens, GA 30606
Job Summary
This is a professional position responsible for project and end user support of administrative information systems within a group of Business Analysts responsible for ensuring that service goals and objectives are accomplished within prescribed time parameters, within budget, while taking a holistic approach to the integration of the applications. The role of this position is production and project support and planning activities that are aligned with strategic and operational improvements and initiatives.
Under the general supervision of the Manager of the application area and in coordination with the lead analyst, the employee will interpret and respond to user problems related to information systems and perform project task assignments. The employee will work closely with technical and managerial staff to develop and improve support procedures and ensure specific project goals are accomplished as a team. The employee initiates and owns project improvement initiatives, production support, and project related tasks within their functional area of expertise.
Tasks are varied in nature and often time critical. The customer base and the service environment are complex. Identification of and adherence to IT best practices and standard operating procedures for service area are important, however, flexibility in meeting the needs of customers is also a key consideration.
Responsibilities
Essential Duties and Responsibilities • Provide functional support to institutional users on Human Resource Information Systems (HRIS)
• Work with other subject matter experts to support the integration of various application systems between multiple core application systems.
• Troubleshoot and resolve application issues requiring high-level business expertise.
• Assist in the analysis of requirements, design and development of solutions to meet business requirements.
• Participate in the documentation of functional requirements, system design specifications, use cases, workflow diagrams, and interface designs.
• Work closely with senior Business Systems Analysts to assist in the development of custom solutions and fixes.
• Provide 24/7 on-call rotational support of applications.
• Participate in implementing appropriate testing strategy, and prepare resulting test cases and scenarios.
• Perform system testing and assist with Institutional constituents in user acceptance testing as applicable.
• Support change control process and associated tools to fully document and manage application changes.
• Provide content and identify areas that require change for end-user documentation (i.e. Business Process, training, Known issues, release notes, etc.).
• Ensure requirements are defined for any changes.
• Analyze the impact of changes and resolve any conflicts.
• Document modifications and work with technical analysts to deliver application program modifications and improvements to end users.
• Participate in upgrade, patch, and fix analysis and system testing.
• Provide end-user training.
• Participate and lead inter/intra departmental business process improvement initiatives.
• Attend relevant training seminars as permitted by workload and budget constraints.
• Participate in organization or system-provided training regarding changes in administrative services law, rules, and regulations.
• Other duties as assigned.
Customer Service
• Maintain a consistent, high-quality, customer-focused orientation when developing and supporting services for both internal and external users.
• Treat customers, staff, and co-workers with respect, courtesy and tact; listen well and maintain a professional relationship.
• Communicate with customers and obtain all required information necessary to determine and address their specific needs; tactfully explain how organizational computer system functions apply to them.
• Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems and questions.
Communications
• Requires good interpersonal communication skills to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Good written communication skills are also required for writing reports and business correspondence.
Other Skills and Abilities
• Must be flexible, well-organized, and team-oriented. Must be flexible, well-organized, and team oriented.
• Must be able to work on a schedule that includes nights, weekends or holidays when required to address escalated issues.
Required Qualifications • Bachelor's degree or equivalent or equivalent combination of education and experience.
Preferred Qualifications • Bachelor's degree in information technology, business, or related discipline.
• Exposure to or experience supporting HR or ERP systems (through internships, academic projects or prior employment)
• Exposure to system testing, requirements gathering, or workflow documentation
• Strong analytical and problem-solving skills with the ability to translate business needs into technical requirements.
• Solid understanding and progressive work experience as a functional analyst supporting a complex human resources information system
Knowledge, Skills, & Abilities • Customer-focused mindset, with the ability to provide high-quality support through clear communication, thorough information gathering, and efficient problem-solving.
• Strong written and verbal communication skills to clearly present ideas, updates, and solutions to stakeholders.
• Detail-oriented with excellent interpersonal and collaboration skills, fostering positive relationships and team cooperation.
• Exceptional organizational and time management skills, with the ability to manage multiple priorities and meet deadlines effectively.
• Ability to collaborate with diverse teams, including staff, technical personnel, leadership, and functional end-users.
• Adaptability to thrive in fast-paced environments with shifting priorities, while maintaining responsiveness to end-user needs.
• Advanced research, problem-solving, and critical thinking abilities to drive insights and solutions.
USG Core Values
The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct .
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653 .
Conditions of Employment
Offers of employment are subject to federal and state laws, as well as the statutes, rules, and regulations of this institution, and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG). These Bylaws and Policies are available for inspection upon request.
Employment Type: Full-Time