Systems Analyst

87772BR

Campus: Tempe

Systems Analyst

Job Description

ASU, a leading innovator in Higher Education, is looking for a dynamic individual to join our SaaS Systems Administrator’s team. The SaaS Systems Analyst provides escalated support to customers, managing SaaS products, maintaining documentation, enhancing service delivery, and vendor escalation. These products are some of the most used applications at ASU including Microsoft O365 (e.g. SharePoint Online & Exchange), G Suite, Slack, Zoom and many more. Successful candidates will have demonstrated experience providing operational excellence, a passion for customer service, and desire to be life-long learner.  ASU’s Enterprise Technology has over 500 employees, offering a variety of career paths in a high-energy working environment.  The technology initiatives we’re engaged in are transformative and unprecedented in Higher Education. Consider taking the step and joining the Sun Devil family!

As with everyone on the ET team, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our ET Positive Core .

Job Family

Information Technology

Department Name

SaaS Systems Administrators

Full-Time/Part-Time

Full-Time

VP Code

ASU Enterprise Technology

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

Depends on experience

Close Date

25-January-2023 is the initial close date. Applications will continue to be accepted and reviewed each week until the position is filled. Requisition will come off site on 18-February-2023

Essential Duties

• Serve as a leading expert in, and creatively promotes, the use of ASU’s Enterprise SaaS applications (e.g. SharePoint Online, Exchange, Microsoft 365, G Suite, Dropbox, Slack and Zoom)
• Support customers with a variety SaaS applications, including SharePoint Online
• Create and manage SaaS resource 
• Install, configure, and troubleshoot SaaS workstation based applications
• Provide high level technical support, consultation and troubleshooting to university students, faculty, and staff 
• Provide 24/7 on-call support as needed
• Manage escalated issues and collaborate with other internal departments to expedite resolution which may include vendor escalations
• Collaborate with technical teams to evaluate, troubleshoot, and provide solutions to improve efficiency and reduce errors
• Respond promptly to escalations while keeping detailed case notes
• Source new solutions for existing problems as well as innovative ideas; recommend and implement solutions
• Help develop and maintain customer facing and internal knowledge base articles
• Maintain an agile mindset, ongoing commitment to being flexible, willing to fail, and adaptive
• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in ET/ASU events and programs. Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.  Advances our ET Affirmative Pledge .

Minimum Qualifications

Bachelor's degree in Computer Technology or related field AND two (2) years experience providing information technology services; OR, Six (6) years experience providing information technology services; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months experience.

Desired Qualifications

• Experience with SharePoint Online, such as: building and maintaining of Document Libraries and  managing secure sites
• Knowledge of HIPAA and other regulated data requirements
• Knowledge of hardware and software troubleshooting methods and techniques across multiple platforms
• Experience with managing a suite of collaboration tools such as: Slack, Dropbox, Office 365, Exchange, Zoom, G Suite, Adobe Sign, Jira or other related SaaS Platforms
• Ability to work efficiently in a highly demanding team-oriented and fast-paced environment
• Evidence of effective verbal and written communication skills
• Ability to communicate and empathize with all levels of customers – executives, end users, developers
• Self-motivated with the ability to dive right in, be effective and make a difference
• Experience working with multiple departments and managing multiple tasks concurrently
• Experience in using troubleshooting skills, perseverance and patience
• Knowledge of Agile Scrum framework and methodologies
• Understanding of Service Owner and Product Owner roles
• Ability to deal with unforeseen situations and come up with logical solutions to these problems
• Ability to model empathy, compassion and emotional intelligence
• Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging
• Ability to help foster a safe psychological space for all teammates where everyone can thrive
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
• Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs

Working Environment

• Activities are primarily performed in a regular, climate-controlled office setting subject to extended periods of sitting or standing.
• Visual acuity and manual dexterity associated with daily use of desktop or laptop computer is required.
• Ability to clearly communicate to perform essential duties.
• Regular review of completed tasks.

Department Statement

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University.  We are a values-driven organization.  Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.
Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and
executes to meet the needs of our community of learners, faculty, researchers and staff. Our
work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a  few times per week with freedom to decide how, when and where.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The ET fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.  

Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their  impact.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.