System Solutions Analyst, Team Member Support
The Systems Solutions Analyst for Team Member Support is responsible for ensuring that team members have an optimal experience with IIE’s systems and that systems support the delivery of IIE’s programs efficiently. This individual is responsible for user support functions including systems permissions management, troubleshooting, issue resolution, and developing training content material for system processes. The Analyst helps create a streamlined systems ecosystem by monitoring integrations with other systems, soliciting user feedback, identifying potential areas of synergy and improving the end-user experience.
- Establishes user security and licenses for team members across the suite of IIE systems, ensuring compliance with applicable IIE policies and standards, and that team members have the necessary access for their functions.
- Performs troubleshooting and issue resolution for team member-identified issues in using systems; level 2 support for end-user questions and issues.
- Develops training content for system components and processes. Works as an advocate for team members to establish content that is readily available, usable, engaging and informative.
- Reviews system documentation and materials for team members for consistency, applicability and utility. Implements cross-tracking and linking of informational and training materials to be accessible where team members need them. Solicits and responds to end-user feedback.
- Manages for access privileges and risk assessment related to public and password-controlled sections and user privileges across systems.
Education and Experience:
- Requires a Bachelor’s degree in order to apply a working knowledge of the theories and principles in a specialized field or work discipline.
- Requires at least two years of related work experience.
Other Knowledge, Skills and Abilities:
- Excellent verbal and written communication skills.
- Ability to identify and solve problems quickly, decisively and independently.
- Proven experience maintaining confidential information.
- Technology-savvy; strong conceptual understanding of databases and data exchange issues; ability to synthesize multiple internal/external systems into a single larger process flow.
- Solid working knowledge of current systems technologies in scholarship management and program delivery processes.
- Non-standard hours including weekends and evenings may be required.
Work Conditions & Physical Demands:
Essential functions are performed in a general office setting with low noise. Job demands may require long periods of sitting; telephone work and/or computer work, as well as interactions with other team members and external stakeholders. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
IIE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.