POSITION OBJECTIVE
Under limited supervision, design, deliver and maintain high-quality and robust university-wide application solutions in support of Case Western Reserve University’s Admissions systems with a focus on Graduate and Professional programs and in conjunction with internal/external customers and software vendor requirements. This can include packaged application customizations, custom application development as well as multi-systems integration. Conduct systems tests to ensure conformance with systems specifications and work with others to resolve problems identified. This role is responsible for systems analyses and development activities for large-scale systems, applications and processes that are complex and of significant operational impact. Apply project management methodology and follow UTech policies and procedures; may lead small technology projects. This analyst will develop a detailed understanding of the technical systems with a focus on Case Western Reserve University’s Enterprise Customer Relationship Management (CRM) systems with specific support of the Admissions CRM (currently the Technolutions’ Slate Admissions and Enrollment system) with a focus on Graduate and Professional programs to ensure that they are used efficiently and effectively, and may serve as an expert user of selected systems. This is a term position with an anticipated duration.
ESSENTIAL FUNCTIONS
Perform application administrator roles such as system configuration, design and development tasks that require knowledge of business processes, data structures, and Slate functionality. Research, prototype, and implement new product features. Write system requirements and/or specification documents. Train customers on how to use applications; respond to customer questions; coordinate customer support for assigned applications; develop documentation for customers. (25%)
Manage customer/stakeholder relationships. Meet with customers on assigned projects or project components to develop and refine systems requirements, evaluate the cost benefit of business process/technology alternatives, gain agreement on project deliverables, metrics and service levels, determine and resolve problems, seek customer cooperation, involvement and action to achieve objectives and report on project progress; server as an advocate for customer needs. Communicate regularly and effectively with project sponsors and stakeholders. (20%)
Perform system analysis. Define application data requirements; identify data sources; diagram data flow and data relationships; analyze systems interface requirements, coordinate the integration and migration of data between databases; use query tools to develop and generate reports. Analyze system data, process and system interactions; identify alternatives for establishing systems and data interfaces and converting legacy systems to new technologies; develop specifications for assigned elements of system enhancements and maintenance projects. (15%)
Apply project management methodology. Lead and coordinate software customization projects and ensure quality product and timely completion. Coordinate and integrate assigned work with other team members, evaluate work products and hardware/software interfaces developed by outside contractors for conformance with university requirements. (15%)
Gather requirements and identify solutions. Interview customers and analyze business rules and process requirements; identify and analyze complex, ambiguous and/or conflicting work process, information management and reporting issues; develop and refine business process and entity relationships; meet with customers to discuss systems and process alternatives capable of meeting their business needs; recommend work process and/or operating changes to complement technology solutions; translate business needs into computer software designs. Participate in evaluating vendor product packages and their fit with customer requirements; research and recommend hardware, network and/or software characteristics and requirements; write system requirements and/or specification documents. (10%)
Conduct systems tests to ensure conformity with system and customer specifications/ resolutions. Design the parameters for test environments and testing scenarios; conduct systems tests and conversion and installation processes; identify types and causes of test problems and work with customers and IT staff to recommend and implement solutions; ensure performance of all quality assurance reviews are completed successfully; ensure newly installed applications are functioning correctly; propose disaster recovery plans. Diagnose problems found with software and recommend solutions. (10%)
NONESSENTIAL FUNCITONS
Take part in training seminars or classes as assigned. (2.5%)
Perform other duties assigned. (2.5%)
CONTACTS
Department: Regular contact with department staff to collaborate on projects, provide project specifications, define workflows, etc.
University: Regular contact with users of the systems such as admissions staff and the leadership of these areas; for stakeholder communication, training, support, troubleshooting, requirements gathering, etc.
External: Regular contact with vendors and consultants to manage implementations, test and troubleshoot, system evaluation, training.
Students: Little to no contact with students.
SUPERVISORY RESPONSIBILITIES
May supervise work of project team members (when assigned as project lead). Provide mentoring for junior-level business analysts, IT consultants and project analysts.
QUALIFICATIONS
Experience: 3 to 5 years of systems analyst experience. Bachelor’s degree required; prefer BPM certification. Experience with Technolutions Slate required. Experience with Hyland OnBase and web technologies such as HTML, CSS, JavaScript, XML, etc. preferred. Experience in higher education preferred.
Education: Bachelor’s degree.
REQUIRED SKILLS
Ability to translate functional requirements into system processes and the ability to implement components to fulfill those requirements, which requires knowledge of the principles and methods of systems analysis, including business process and entity relationship analysis tools and methods.
Self-starter with the ability to work independently, and function with limited supervision. Displays initiative, enthusiasm, and a strong sense of responsibility.
Ability to work with technologies for which little or no documentation or precedence exists. Commitment to self-motivated lifelong learning.
Knowledge of student recruitment and admissions processes, current and emerging Customer Relationship Management (CRM) systems preferred. Slate experience required.
Understanding of integration with systems such as PeopleSoft SIS, Parchment Transcript system, OnBase and other software.
Knowledge of current and emerging Enterprise Content Management (ECM) systems. OnBase experience preferred.
Knowledge of project management methods, tools, processes and techniques.
Strong knowledge of standard PC software packages, including word processing, spreadsheets, database and flowcharting. Knowledge of VISIO preferred.
Knowledge of processing modeling.
Knowledge of basic database theory, design rules and development practices, including data modeling, data flow and entity relationship analysis.
Knowledge of system design principles, methodologies and tools, including those applicable to web-based environments preferred.
Use honesty and integrity to keep university data confidential.
Understanding of how technology aligns to business strategies and initiatives.
Ability to work with a complex set of standards, procedures and terminology, applying significant attention to detail, accuracy and verification. Ability to learn new skills and systems.
Excellent communication skills. Effective written and verbal communication skills with both IT resources and non-technical stakeholders. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively. Ability to actively listen and be responsive to verbal and non-verbal clues. Ability to interact with colleagues, supervisors and customers face to face.
Ability to write user-friendly, engaging copy about highly technical subjects. Ability to understand and accurately translate technical information for a general audience as part of the development and production of system requirements and specification documents.
Ability to develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, departments, etc., to help achieve business goals.
Ability to respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood.
Ability to develop in-depth understanding of client needs to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience.
Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action.
Ability to optimize the use of time and resources to achieve the desired results; effectively plan and organize work to minimize crises; prioritize appropriately.
Ability to identify various types of problems, as well as opportunities for increased efficiency and improvement, along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions.
Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met.
Consistently models high standards of honesty, integrity, trust, openness, and respect for the individual. Embrace diversity.
Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
Ability to meet consistent attendance.
WORKING CONDITIONS
Professional office setting. The position requires typing on a computer keyboard and using a computer mouse and a printer. Travel between various locations on campus may be required. There may be occasional pressure from demanding stakeholders. The employee may be required to attend meetings/functions outside normal working hours.
This is a Term position. They are treated like regular staff positions for medical and dental benefits eligibility, vacation, holidays, and sick time. Term employees are not eligible for life insurance, retirement, long term disability, short term disability, tuition assistance, layoff status, or severance pay. Staff in term positions are also subject to the performance management review process and positive corrective action when work performance or behavior is unsatisfactory or unacceptable. Term employment does not alter the employment-at-will employee status of these employees.
.
