Business Support Analyst IV

About the role

The Business Support Analyst (BSA) IV leverages complex technology and applications to meet organization needs by providing technical support and business solutions for day to day operations and efficient and effective utilization of Institute enterprise applications. The BSA IV is responsible for continual evaluation and system improvement, application deployment and training, upgrade coordination, system troubleshooting, and determination of appropriate integration points. The BSA IV maintains expertise for numerous business applications and business subject areas and provides mentoring and development for other Business Support Analyst personnel.

Founded in 1824, Rensselaer Polytechnic Institute (RPI) is the first technological research university in the United States. We bring creativity, science, and technology together to address society's greatest challenges. We cultivate exceptional problem-solvers by immersing them in a culture of rigorous inquiry, disciplined practice, and hands-on application. Our strategic plan, RPI Forward, charts a pioneering course for the next era of RPI. Explore the RPI Forward plan. ↗︎ Nestled on a beautiful 275-acre campus in upstate NY, RPI is home to five schools, 32 research centers, three makerspaces, an observatory, one of the world’s fastest supercomputers, and the IBM Quantum System One - the first university-based quantum computer in the world. With top notch employee health and retirement benefits, RPI offers its full-time employees a generous paid time off program, tuition remission, and opportunities for career growth.

Responsibilities

• Provide technical support and customer service and user administration for day to day operations and utilization of Institute enterprise and administrative applications.
• Develop and implement procedures to enhance system utilization and workflow and ensure data integrity.
• Maintain a thorough knowledge of numerous subject areas and Institute applications, including new product features and complex toolsets.
• Responsible for continual evaluation and system improvement.
• Act as a mentor to campus clients, ensuring optimal usage of systems.
• Analyze impact of changes to Institute applications/software to mitigate disruption on business.
• Configure and maintain applications to meet Institute needs and maximize system functionality.
• Coordinate campus implementation and integration services and provide troubleshooting support.
• Ensure confidentiality and compliance with security requirements and standards.
• Forecast changes based on changing business needs and industry trends.
• Guide campus community to fully leverage Institute data and processing.
• Lead the specification, analysis and design of automated processes and reporting.
• With a high level of understanding of unique business needs, provide assessment, testing, specification and coordinate development of business solutions, identifying potential issues.
• Provide ongoing training to Institute clients in the usage of enterprise applications, as well as coordinate external vendor training.
• Develop and provide customized training materials and system documentation.
• Develop and communicate Institute-wide technical policies and procedures.
• Coordinate and communicate system outages for patching and upgrade work.
• Ensure appropriate testing and data integrity.
• Work with management to develop renewal strategies and budgets.
• Serve as primary contact with third party software and hardware vendors.
• Serves as technical lead for software implementations, deployments, integrations, troubleshooting, ongoing maintenance/upgrades, and new hardware purchases.
• Provide departmental communication and collaboration to campus constituent offices.
• Facilitate and/or participate on various Institute groups and committees, including policy discussions, new system implementations, application and database upgrades and system automation projects.
• Consult and meet with client IT staff regularly to exchange ideas and engage on special projects, following IT Service Management processes.
• Develop staff and client IT capabilities.
• Maintain appropriate practices to ensure confidentiality and security of data, especially with regard to mandated requirements (i.e. FERPA, HIPAA, PCI, etc.).
• Other duties as assigned.

Requirements

• Bachelor’s degree in a related field
• Five (5) or more years of relevant professional work experience
• Experience in project management
• Relevant combinations of education, training and experience may be considered

Qualifications

• Experience in Higher Education
• Significant experience with finance, student and/or human resources information systems
• Experience working across and between enterprise and application software
• Experience with business intelligence tools

Skills

• Knowledge of specific application, services or business unit processes
• Ability to mentor and guide other team members on projects and unit initiatives
• Ability to develop and provide training to all levels
• Ability to work effective under pressure and meet