Application Support Manager

Title: Application Support Manager

Employee Classification: Application Support Manager

Campus: University of North Texas

Division: UNT-Information Technology

SubDivision-Department: UNT-Enrollment Operations

Department: UNT-Enterprise Systems-167000

Job Location: Denton

Salary: commensurate based upon experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

Enterprise Systems is under the Office of the Chief Information Officer and provides technical support for various business processes and application software systems utilized to support student administration. We manage security for systems such as Peoplesoft, Canvas, U.Achieve, and Perceptive Content student information. We also work with departments on campus for data needs and solutions for business process needs around student information and management.

Position Overview

This position on the Enterprise Systems team works with multiple IT teams and the university departments to develop, maintain, and enhance University applications. Responsible for gathering business requirements and the coordinating upgrade of, and on-going support for, software and applications. Interacts with the user community to gather and document business requirements and conduct process analysis.

Minimum Qualifications

Bachelor's degree in Computer Science or related field and ten years of work experience in systems analysis and/or programming functions, or related field; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

Ability to analyze, organize and prioritize work while meeting multiple deadlines.
Ability to recognize, analyze, and solve a variety of problems.
Ability to identify problems, evaluate alternatives and implement effective solutions.
Ability to work successfully as a member of a team and independently with moderate supervision.
Skill in communicating effectively in writing and talking with others to convey information effectively and appropriately to meet the audience's needs.
Skill in creating, organizing and maintaining technical documentation in a variety of formats.
Skill in providing effective customer service through both written and oral communications. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of SQL, database structures, Peoplesoft/LMS, and related IT systems, and student record related business processes.

Preferred Qualifications

Bachelor’s degree and four years of work experience in IT support (preferably with experience supporting Canvas or another LMS), information systems, or related field; or any equivalent combination of education, training and experience such as a Canvas Certified Technical Administrator credentials and applicable work experience. 1-2 years of supervisory experience is also preferred.

Job Duties

• Develops, builds and maintains elements related to LMS funtionality, including but not limited to, content integrations and creation, curriculum programs, LMS structure, and reporting. 
• Effectively provides enduser troubleshooting, issue remediation, technology request assistance and escalation management to resolve LMSrelated system issues; and monitors recurring issues, system/data or process gaps and proactively identifies potential sources of increased efficiency and enhancements.
• Provides leadership and project management for the assigned support area. 
• Reviews, analyzes, and modifies systems including configuration, troubleshooting, training and testing to support software applications and associated business processes. 
• Evaluates information technology needs and then serves as lead in architecting new processes to meet the user needs. 
• Ensures the delivery of technical information, documentation, requirements, and assists with procurement and statements of work meet project timeline requirements. 
• Oversees testing, upgrades and installation of IT systems. 
• Works on multiple projects with competing deadlines requiring strong attention to detail.   
• Evaluates employee performance and provides for development and training of staff. 
• Acts as team lead for Learning Management System and related applications support.
•  Serves as subject matter export for the LMS system and related applications, integrations and data. 

Physical Requirements

• Communicating with others to exchange information.

Environmental Hazards

• No adverse environmental conditions expected.

Work Schedule

M-F 8am-5pm Hybrid

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.