Application Support Analyst

Application Support Analyst

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ADV Business Application Management 1

The Advancement Office engages alumni (~220k), current students, parents, and friends of the University through intellectual, professional and social activities on campus, around the world and online. Advancement raises $600 Million annually to support faculty and researchers, practitioners and patients, and students and programs across the University. Our work supports priorities in every division, school, department, and institute.

The Advancement Technology team delivers the data, systems, tools, and technology strategy that power UChicago Advancement’s ambitious fundraising and engagement goals. Taking an enterprise approach to data and systems, the team develops and supports systems and tools that are consistent, scalable, and adaptable. In close collaboration with stakeholders across Advancement and the broader University, Advancement Technology translates program strategies into innovative, integrated solutions that enable, enhance, and accelerate fundraising and engagement outcomes.

The team is committed to continuous innovation, centralized governance, and building partnerships that ensure technology investments are secure, future facing, and optimized for Advancement goals.

This role liaises between the IT group and business to support the development and implementation of new systems and enhancements of existing systems. With moderate guidance, evaluates new IT developments and evolving business requirements, and uses elementary knowledge of University systems to recommend appropriate systems.

• Performs user Account Setup and Management, including user account audits.
• Performs departmental onboarding/offboarding activities for new users.
• Creates technical documentation, including but not limited to, system configurations and process flows.
• Provides Tier-1 Salesforce support for Advancement staff, including third-party application support.
• Performs the setup, configuration, and upgrade processes for a variety of departmental and Advancement software products including Salesforce CRM, Experience Cloud, CRM Analytics, Kindsight ascend, Conga, Cvent, Marketo, and others.
• Applies knowledge of Salesforce and business systems to define and manage system access settings and permissions sets.
• Maintains Advancement application inventory, including software license management.
• Sets up, upgrades, and maintains Advancement applications on Windows Server as required.
• Stays current on privacy-enhancing technologies and privacy/security-by-design principles, and applies them across Advancement’s service catalog to protect business information throughout the data lifecycle.
• Implements and maintains new and existing applications. Uses best practices and knowledge of internal or external University issues to improve products or services.
• Collaborates closely with UChicago IT Services application development team to triage, prioritize, and execute product releases.
• Performs analyses and assists in a variety of Salesforce and application support activities including providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts.
• Seeks opportunities for professional development that will enhance job performance including attending webinars, seminars, and building networks within the University and with colleagues at peer institutions.
• With moderate direction, conducts business process and needs analyses, completes preliminary cost-benefit reviews, and translates user requirements into solutions, resolving routine database issues to ensure reliable access to required data.
• Implements functional, system, and program specifications. Assists in revising existing system logic difficulties as necessary, under the direction of more experienced colleagues.
• Administers new IT developments, keeps up with evolving business requirements, and uses knowledge of University systems to recommend appropriate systems alternatives and/or enhancements to current systems.
• Performs other related work as needed.

• College or university degree in a related field.
• 2–5 years of work experience in a related discipline.

• Major in technology, computer systems, computer science or similar major.
• Minimum two years of professional work experience in a technical support role.
• Minimum two years of experience maintaining user permissions.
• Demonstrated skill and knowledge of the internal workings of the University and the technology tools available to the Office of Advancement, including Phoenix, the University's donor relationship management system.
• Proficient in the Microsoft Office Suite.
• Proficient with Windows servers.
• Skilled with Salesforce.
• Understanding of Salesforce HTML and JSON.
• Skilled at installing, configuring, and managing applications.
• Outstanding…