Manages technology in support of the activities and needs of assigned operational business unit(s) according to all applicable policies, regulations, laws, and other guidelines including those governing Information Technology Services (ITS). Provides superior customer service to the assigned operational business unit(s); optimizes technological solutions, and manages software utilized. Enables business and academic units to better serve the undergraduate and graduate academic community using current technological solutions. Acts as an advocate for new solutions through the application of technologies and works closely with ITS colleagues and other offices; supports and enhances business and academic functions in an affordable and efficient manner.

Essential Functions and Responsibilities: Manages technology solutions for business and academic units.

Provides technical support for incorporating and updating business workflows and processes in a system; responsible for upgrades, testing, and modifications; serves as primary IT liaison with internal and external contacts. 

Manages technology projects and initiatives relative to their respective assigned business and academic areas. 

Keeps academic and business areas informed of upcoming system upgrades, releases and modifications that may cause a reduction in system performance or availability.

Assists with evaluation and testing of system upgrades, releases, and modifications; ensures adherence to timelines, resources, and quality standards.

Manages software for business and academic units as assigned by manager; administers security roles and permissions; implements system and process changes from various business and academic units; assists with project planning and scheduling.

Researches and implements technology solutions to ensure they are consistent with applicable policies, regulations, guidelines, and institutional goals; provides customer service and support to various departments/colleges.

Maintains and updates software solutions to best fit the needs of faculty, staff, and students. 

Analyzes and extracts data to evaluate, propose, develop, and distribute reports using current standard reporting tools; maximizes information available from Banner, ensures the integrity of data and resulting reports; develops regular error reports. 

Evaluates and optimizes existing workflows, implementing efficient process automation and technology integration across diverse stakeholder groups. 

Identifies opportunities for technological innovation and collaborates with teams to design, test, and implement new solutions that enhance service delivery. 

Conducts data extraction, reporting, and analysis to produce insights that inform operational decision-making and strategic planning.

Provides technical guidance and training to ensure user adoption of enterprise systems and applications.

Collaborates on development of documentation, procedures, and training materials related to system functionality as they relate to business processes.

Builds partnerships with leaders and subject matter experts to elicit requirements and understand evolving business needs.

Maintains current knowledge of industry trends, best practices, and emerging technologies applicable to higher education.

Other Functions and Responsibilities: Trains new hires.

Performs other duties as assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor.

Equipment Operated: Computer and all other standard office equipment. 

Work Schedule: Typically, Monday through Friday. Potential for some remote work.

Supervision Exercised: May exercise supervision over student employees.

Reports to: Associate Director

Required Certifications, Training, and/or Licensures: None

Knowledge, Skills, and Abilities: 

Knowledge of: university policies and procedures*; office practices and procedures; department/division goals and objectives*; department/division policies and procedures*; workplace safety practices and procedures*; English grammar and spelling; records management; office management; project management; IT service management principles (ITIL) and process improvement methodologies; workflow design, process automation, and integration tools; data governance, data quality assurance, and security practices.

Skill in: use of office equipment; typing, data entry; computer operation; problem-solving, critical thinking, and project management; written and verbal communication skills for technical and non-technical audiences. use of computer software and other programs applicable to the assigned department/division*. 

Ability to: collect data, establish facts, and draw valid conclusions; determine material and equipment needs; compile and prepare reports; use proper research methods to gather data; understand a variety of written and/or verbal communications; maintain records according to established procedures; effectively interact with personnel and public to answer routine questions; train or instruct others; move quickly and effectively from one tasks to another; work independently and in a team environment; develop and maintain effective working relationships.  

(*) Developed after employment. 

Minimum Qualifications: At least a bachelor's degree; and two years of experience in the analysis and support of business applications; proficiency in data analysis, reporting tools and coding/scripting; and experience working with a team of technical staff.

Preferred Qualifications: Experience providing operational support for technology related educational software applications, such as Ellucian Banner ERP (Enterprise Resource Planning), CRM, or similar higher education enterprise systems. Experience in an IT business analyst, data analyst, or similar role. Proficient with reporting tools such as SQL, Excel, Power BI, or Ellucian insights. Experience with PostgreSQL database, and SQL queries. Experience managing projects/initiatives to successful completion.

Physical Requirements: In accordance with the U.S. Department of Labor physical demands strength ratings, this position will perform sedentary work.

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About Youngstown State University

An Institution of Opportunity: Youngstown State University inspires individuals, enhances futures, and enriches lives. As a student-centered university, Youngstown State University’s mission is to provide innovative lifelong learning opportunities that will inspire individuals, enhance futures and enrich lives. YSU inspires individuals by cultivating a curiosity for life-long learning; enhances the futures of our students by empowering them to discover, disseminate and apply their knowledge; and enriches the region by fostering collaboration and the advancement of civic, scientific, and technological development. YSU’s culture of enrichment flourishes in our intellectually diverse, accessible, and quality education. Youngstown State University is where students thrive in their educational and career pursuits, where scholarship creates innovative solutions, and where community engagement is a cornerstone of collaboration that collectively contribute to the sustainable prosperity of the region and beyond. We—the faculty, staff, administrators, and students of Youngstown State University—hold the following values essential to achieving the mission and realizing the vision. Centr...ality of Students – We put students first, fostering their holistic and lifelong success. Excellence and Innovation – We bring academic excellence and innovation to learning and life for all stakeholders. Integrity and Human Dignity – We root all behaviors, decisions and actions in the achievement of integrity, mutual respect, and collegiality. Collaboration and Public Engagement – We embrace collaboration and create innovative partnerships to foster sustainability and enrich our university, our culture, and region. Please use the following link to learn more about YSU: https://ysu.edu/about-ysu

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