Job Information
UNIVERSITY OF TEXAS AT AUSTIN Application Support Analyst I in Austin, Texas
Technical Customer Support, Operations and Continual Service Improvement - Addresses and manages service questions, requests, incidents and monitors their status through resolution. Performs problem management and root cause analysis, participates in changing management procedures.Troubleshooting and Problem Solving - Collect and analyze customer input and transactions, exercise professional judgment based on analysis, and closely coordinate with Enterprise Technology teams and organizational partners (Accounting, Payroll, HR, Provost, etc.) to troubleshoot issues, conduct root cause analysis, and implement solutions.Service Delivery - Identifies opportunities to enhance service quality; suggests process improvements and their movement to appropriate service tiers; collaborates with team, support partners, service owners, and system administrators to achieve high quality service delivery and customer support.System Enhancement Support - Investigate and recommend proposed enhancements suggested by customers, test and validate these enhancements, and work with cross-functional and technical teams to implement resolution steps. Develop comprehensive process or procedure documentation, diagrams, matrices, or workflows.Knowledge Management - Collaborates with the team and service partners to create, edit and modify internal and external facing knowledge as required to meet operational goals. Reviews existing knowledge base articles, evaluates content for revision, retirement, archiving or migration.Other duties or related functions as assigned.