Application Support Spec 4

Department: IT Technology Support Svcs
Salary/Grade: ITS/78

Job Summary

Leads the diagnosis and resolution of complex technical issues for students, faculty, researchers, alumni, and staff related to Northwestern's enterprise applications and services. Resolves complex identity and access management issues requiring interpretation of policy. Troubleshoots and resolves technical issues with financial, HR, student, and collaboration services. Provides subject matter expertise in one or more enterprise support areas in which the employee collaborates with technical teams to affect future application and service development. Leads support effort coordination for peers and junior employees during major changes to or rollout of enterprise applications and services. Leads continuous improvement efforts with peers and junior staff.

Specific Responsibilities:

Strategic Planning

1. Analyzes complex support issue trends to recommend application and service configuration changes.
2. Recommends changes to services and applications to increase efficiency and effectiveness of teams and applications.
3. Identifies support issue trends to recommend policy, procedure, or escalation changes.
4. Leads continuous service improvement initiatives within the local IT team.
5. Participates in data-driven analyses of incident and service request data to review support practices and new/changed service rollout effectiveness.

Administration

1. Documents activities, events and materials used in troubleshooting and support activities, and problem resolutions.
2. Leads testing and development of knowledge base articles.
3. Leads testing and feedback on recommended technical support practices for new applications and services and/or major changes to existing applications and services.
4. Attends trainings and meetings regarding updates and/or enhancements to applications and software.
5. Participates in the development of training materials and documentation for local IT support teams for new and changed applications and software.
6. Leads training for local IT support teams for new and changed processes, applications, and software.

Performance

1. Provides troubleshooting/triage assistance to end users in a courteous and professional manner for complex in-person, phone, and email requests.
2. Provides an advanced level of troubleshooting support in response to complex problems, questions, inquiries that have been escalated by junior staff.
3. Coordinates the troubleshooting and escalation of complex issues with Tier 3 teams directly.

Supervises

1. Provides task assignment for team members, subordinates, contractors, vendors, students, etc.
2. Manages projects ensuring timelines and deliverables are met and meet expectations.

Minimum Qualifications:

1. Successful completion of a full 4-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
2. 3-5 years' experience in consulting, training, technical support, or user service, in an information technology environment or other relevant experience required.
3. Work history demonstrating increasing levels of responsibility and leadership.
4. Experience as both an end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation or other relevant experience required.

Target hiring range for this position will be between $72,339-$85,902 per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at to learn more.

Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.