Enterprise Applications Administrator - Customer Engagement Solutions

APU is seeking employees who desire to engage in our thriving culture by cultivating community through professional interactions, demonstrating a posture of lifelong learning, and modeling Christ-like character. Working together, employees at APU commit to establishing a university atmosphere that is pleasing to God and edifying to one another.

The Customer Engagement Solutions (CES) Enterprise Applications Administrator (App Admin) is responsible for the full lifecycle of assigned applications, from installation and configuration to troubleshooting and optimization. As a product evangelist and partner to the Product Manager, the App Admin also plays a key role in promoting and training the APU community on CES applications. The App Admin will ensure enterprise production systems stability, integrity, and efficiency. They monitor, maintain, support, and optimize on-premises, remotely hosted, or SaaS software.

Required Education

• A Bachelor's degree in computer science, information systems or related field, or equivalent work experience is required.
• A Master’s degree in computer science, information systems or related field, or equivalent work experience is preferred.

Required Experience

• 3+ years of experience in a technical support role (e.g support desk, system administration, application administration, etc.)
• Demonstrated troubleshooting abilities

Desired Experience

• Hands on experience with process automation, best practice approach, technology efficiency, and effectiveness.
• Experience with a variety of applications, including web applications, databases, and operating systems
• Provided technical demonstrations and training to technical and non technical staff
• Familiarity with Agile principles and the ability to apply them to optimize workflow.

Primary Duties/Essential Functions

Provide support for assigned applications managed by the Customer Engagement Solutions team

• Define and apply application configurations

• Troubleshoot application issues and work with developers and vendors to resolve them

• Facilitate and coordinate application updates and upgrades

• Provide on-call support for enterprise customers

• Identify problem trends and provide solutions

Relationship Management

• Build and maintain positive, productive relationships with stakeholders

• Manage customer incidents and ensure quality service is provided

• Prioritize production support and projects across disparate organizations

Application and Process Documentation

• Provide common solutions to the first level support teams by creating how to documents
• Establish SOPs related to maintenance tasks for applications
• Establish change management procedures and documentation
• Develop and maintain Service Level Agreements

Vendor Relationship

• Maintain vendor relationships
• Manage open vendor incidents to ensure timely resolution, root cause analysis, and defect elimination plans

Performs other duties as assigned by the supervisor.

Skills

• Application systems expertise: Analysis, configuration, and support
• Communication skills: Verbal, written, and presentation skills to all levels of staff, including senior management
• Problem-solving skills: Analytical and troubleshooting skills
• Customer service skills: Listening, teamwork, and outstanding customer service
• Self-motivation and initiative: Ability to work independently and manage projects
• Learning agility: Ability to work through ambiguous situations and learn new technologies quickly

Mental Demands

• In agreement with the purpose and goals of Azusa Pacific University in providing a Christian-based higher
  education for its students.

Physical Demands 

• Intermittent sitting, standing and walking.
• Hearing and speaking in person and on the telephone.
• Ability to lift, pull, grasp, reach, and stoop.
• Repetitive wrist/finger motions with use of a computer.
• Able to conduct business at other offices on campus.

Visual Demands

• Reading, writing notes, and computer monitor.

Environment

• Pleasant office, comfortable temperatures. 

Technologies

The following technologies are typical of the context within which the App Admin will work, though this is not intended to be an exhaustive list. As such, the App Admin must have experience with, or be able to adapt quickly to these types of technologies.

• Series25 from CollegeNET

• Communication tools such as Slack, Google Chat, Zoom, Dialpad

• Incident management tools such as HappyFox , JIRA, and Trello

• Oracle/PeopleSoft for Higher Education

• Oracle Database
• Integration technologies, XML and Web Services
• Reporting tools such as SQL, PS Query, etc.
• BI Analytics tools such as Tableau and Google Looker
• Productivity tools such as GSuite and Microsoft Office

Compensation

Grade 14: $35.44 - $40.76 is the hourly compensation for this role and reflects what Azusa Pacific University reasonably expects to pay for this position. Actual compensation may vary based on the qualifications, experience, and internal equity. In addition to compensation, APU offers a competitive benefits package.

Azusa Pacific University is a Christ-centered, multicultural community that values and seeks faculty and staff who are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation. Please click the links to learn more about 'what we believe', our 'mission statement', and our 'statement of faith'.

You can learn more about APU by watching the stories of faculty, staff, and alumni as they carry out our mission here: http://www.apu.edu/stories/

Azusa Pacific University will conduct a background check on all final candidates.

Review of applications will begin immediately, and the position will remain open until filled unless otherwise stated. Azusa Pacific University does not discriminate on the basis of race, color, national origin, sex, age, disability, or status as a veteran in any of its policies, practices, or procedures. Women and minorities are encouraged to apply.