What are the responsibilities and job description for the Systems Support Analyst II position at Inside Higher Ed?
Job Title: Systems Support Analyst II
Location: MGA - Macon
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 288336
About Us
Middle Georgia State University (MGA), a multi-campus, baccalaureate and graduate degree granting public institution, is the most affordable public state university in Georgia. MGA has five campuses-Macon, Cochran, Dublin, Eastman, and Warner Robins, all located in central Georgia-and global outreach through its fully-online campus. Its enrollment of 8,400 students is largely comprised of students from most of Georgia's 159 counties. The University has six academic schools, including Georgia's flagship aviation program, that support its mission to educate and graduate inspired, lifelong learners whose scholarship and careers enhance the state.
Job Summary
The Student Support Analyst II plays a critical role in supporting institutional applications and platforms used by students and staff. This position involves programming, technical support, and systems management across platforms such as Banner, Salesforce, and web-based applications. The Analyst ensures smooth operation, security, and user satisfaction through proactive development and responsive support.
Responsibilities
Application Development and Maintenance (40%) -
Design, develop, test, and maintain custom programs and scripts to support enterprise applications including Banner, Salesforce, and web operations.
Collaborate with stakeholders to gather requirements and translate them into functional technical solutions.
Optimize and refactor existing codebases to improve performance, maintainability, and scalability.
Integrate third-party APIs and services with institutional platforms to enhance functionality.
Maintain documentation for all developed solutions, including version control and change logs.
End-User Technical and Functional Support (30%) -
Provide Tier II support for Banner, Salesforce, and web applications, resolving technical and functional issues reported by users.
Conduct training sessions and create user guides to assist staff and students in using supported applications effectively.
Monitor system performance and user feedback to identify areas for improvement.
Collaborate with IT and functional teams to troubleshoot and resolve complex application issues.
Maintain a knowledge base of common issues and solutions to streamline support processes.
Support for Third-Party Platforms and Software (10%) -
Serve as a liaison between the institution and third-party vendors to resolve technical issues.
Configure and maintain integrations between third-party platforms and internal systems.
Test and validate updates or changes to third-party software before deployment.
Ensure compatibility and compliance of third-party tools with institutional policies and standards.
Administrative Support and Documentation (15%) -
Create and maintain technical documentation, including system configurations, support procedures, and change management records in alignment with ITIL 4 practices.
Participate in incident, problem, and change management processes, ensuring timely resolution and accurate reporting.
Assist in service request fulfillment and contribute to continual service improvement initiatives.
Maintain records of service-level agreements (SLAs), performance metrics, and compliance reports.
Support administrative tasks such as meeting coordination, reporting, and inventory tracking, and perform other duties as assigned.
IT Systems Security and Permissions Management (5%) -
Manage user roles, access permissions, and security settings across supported applications.
Conduct regular audits to ensure compliance with data security policies and best practices.
Implement and monitor security protocols to protect sensitive student and institutional data.
Collaborate with cybersecurity teams to respond to potential threats or breaches.
Maintain documentation of access controls and security configurations.
Required Qualifications
Educational Requirements
Bachelor¿s degree in Computer Science, Information Technology, or a related field
Required Experience
At least two years of relevant programming or technical support experience; or an equivalent combination of education and experience.
Preferred Qualifications
Preferred Experience
Experience working within an ITIL 4 framework, including familiarity with incident, problem, and change management processes.
Experience supporting enterprise applications such as Banner, Salesforce, or similar platforms.
Experience with version control systems and collaborative development tools.
Other Preferred Qualifications
Knowledge of web operations and integration of third-party platforms with institutional systems.
Ability to manage user permissions and security configurations across multiple systems.
Knowledge, Skills, & Abilities
Minimum
Proficiency in PL/SQL for database programming and query development.
Intermediate experience with one or more programming languages, such as C, HTML Script, Java, or JavaScript.
Working knowledge of database principles, preferably with Oracle.
Familiarity with system security best practices and their practical application in enterprise environments.
Strong problem-solving and decision-making skills in technical contexts.
Effective interpersonal skills, including the ability to work collaboratively with teams and communicate with the public.
Excellent oral and written communication skills, including the ability to document technical processes clearly.
Basic understanding of system security best practices and their application in enterprise environments.
Preferred
Experience working within an ITIL 4 framework, including familiarity with incident, problem, and change management processes.
Experience supporting enterprise applications such as Banner, Salesforce, or similar platforms.
Knowledge of web operations and integration of third-party platforms with institutional systems.
Experience with version control systems and collaborative development tools.
Ability to manage user permissions and security configurations across multiple systems.
USG Core Values
The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Institutional Values
Middle Georgia State University is committed to four core values in what we do and represent: CORE VALUES: Stewardship - Engagement - Adaptability - Learning
Equal Employment Opportunity
Middle Georgia State University is an equal employment, equal access, and equal educational opportunity. It is the policy of the Middle Georgia State University to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).
For questions or more detailed information regarding this policy, please contact the Middle Georgia State University Office of Human Resources at 877.251.2644. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.
Other Information
This is a full-time, 12-month, exempt (salaried) staff position and includes a comprehensive benefits package. Benefits include:
Employment offer is contingent upon completing a background investigation including a criminal background check demonstrating your employment eligibility with MGA, as determined by MGA in its sole discretion, confirmation of the credentials and employment history reflected in your application material and, if applicable, a satisfactory credit check.
Location: MGA - Macon
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 288336
About Us
Middle Georgia State University (MGA), a multi-campus, baccalaureate and graduate degree granting public institution, is the most affordable public state university in Georgia. MGA has five campuses-Macon, Cochran, Dublin, Eastman, and Warner Robins, all located in central Georgia-and global outreach through its fully-online campus. Its enrollment of 8,400 students is largely comprised of students from most of Georgia's 159 counties. The University has six academic schools, including Georgia's flagship aviation program, that support its mission to educate and graduate inspired, lifelong learners whose scholarship and careers enhance the state.
Job Summary
The Student Support Analyst II plays a critical role in supporting institutional applications and platforms used by students and staff. This position involves programming, technical support, and systems management across platforms such as Banner, Salesforce, and web-based applications. The Analyst ensures smooth operation, security, and user satisfaction through proactive development and responsive support.
Responsibilities
Application Development and Maintenance (40%) -
Design, develop, test, and maintain custom programs and scripts to support enterprise applications including Banner, Salesforce, and web operations.
Collaborate with stakeholders to gather requirements and translate them into functional technical solutions.
Optimize and refactor existing codebases to improve performance, maintainability, and scalability.
Integrate third-party APIs and services with institutional platforms to enhance functionality.
Maintain documentation for all developed solutions, including version control and change logs.
End-User Technical and Functional Support (30%) -
Provide Tier II support for Banner, Salesforce, and web applications, resolving technical and functional issues reported by users.
Conduct training sessions and create user guides to assist staff and students in using supported applications effectively.
Monitor system performance and user feedback to identify areas for improvement.
Collaborate with IT and functional teams to troubleshoot and resolve complex application issues.
Maintain a knowledge base of common issues and solutions to streamline support processes.
Support for Third-Party Platforms and Software (10%) -
Serve as a liaison between the institution and third-party vendors to resolve technical issues.
Configure and maintain integrations between third-party platforms and internal systems.
Test and validate updates or changes to third-party software before deployment.
Ensure compatibility and compliance of third-party tools with institutional policies and standards.
Administrative Support and Documentation (15%) -
Create and maintain technical documentation, including system configurations, support procedures, and change management records in alignment with ITIL 4 practices.
Participate in incident, problem, and change management processes, ensuring timely resolution and accurate reporting.
Assist in service request fulfillment and contribute to continual service improvement initiatives.
Maintain records of service-level agreements (SLAs), performance metrics, and compliance reports.
Support administrative tasks such as meeting coordination, reporting, and inventory tracking, and perform other duties as assigned.
IT Systems Security and Permissions Management (5%) -
Manage user roles, access permissions, and security settings across supported applications.
Conduct regular audits to ensure compliance with data security policies and best practices.
Implement and monitor security protocols to protect sensitive student and institutional data.
Collaborate with cybersecurity teams to respond to potential threats or breaches.
Maintain documentation of access controls and security configurations.
Required Qualifications
Educational Requirements
Bachelor¿s degree in Computer Science, Information Technology, or a related field
Required Experience
At least two years of relevant programming or technical support experience; or an equivalent combination of education and experience.
Preferred Qualifications
Preferred Experience
Experience working within an ITIL 4 framework, including familiarity with incident, problem, and change management processes.
Experience supporting enterprise applications such as Banner, Salesforce, or similar platforms.
Experience with version control systems and collaborative development tools.
Other Preferred Qualifications
Knowledge of web operations and integration of third-party platforms with institutional systems.
Ability to manage user permissions and security configurations across multiple systems.
Knowledge, Skills, & Abilities
Minimum
Proficiency in PL/SQL for database programming and query development.
Intermediate experience with one or more programming languages, such as C, HTML Script, Java, or JavaScript.
Working knowledge of database principles, preferably with Oracle.
Familiarity with system security best practices and their practical application in enterprise environments.
Strong problem-solving and decision-making skills in technical contexts.
Effective interpersonal skills, including the ability to work collaboratively with teams and communicate with the public.
Excellent oral and written communication skills, including the ability to document technical processes clearly.
Basic understanding of system security best practices and their application in enterprise environments.
Preferred
Experience working within an ITIL 4 framework, including familiarity with incident, problem, and change management processes.
Experience supporting enterprise applications such as Banner, Salesforce, or similar platforms.
Knowledge of web operations and integration of third-party platforms with institutional systems.
Experience with version control systems and collaborative development tools.
Ability to manage user permissions and security configurations across multiple systems.
USG Core Values
The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Institutional Values
Middle Georgia State University is committed to four core values in what we do and represent: CORE VALUES: Stewardship - Engagement - Adaptability - Learning
Equal Employment Opportunity
Middle Georgia State University is an equal employment, equal access, and equal educational opportunity. It is the policy of the Middle Georgia State University to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).
For questions or more detailed information regarding this policy, please contact the Middle Georgia State University Office of Human Resources at 877.251.2644. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.
Other Information
This is a full-time, 12-month, exempt (salaried) staff position and includes a comprehensive benefits package. Benefits include:
- Health insurance
- Dental
- Vision
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Life Insurance
- Sick Leave
- Vacation Leave
- Parental Leave
- Retirement
- Employee discounts
- Tuition reimbursement
Employment offer is contingent upon completing a background investigation including a criminal background check demonstrating your employment eligibility with MGA, as determined by MGA in its sole discretion, confirmation of the credentials and employment history reflected in your application material and, if applicable, a satisfactory credit check.