Information Systems Analyst 2, SSALLEX (5461C) #87759

About Berkeley

The University of California, Berkeley is dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom, and belonging makes it a special place for students, faculty, and staff, who are among the most talented and accomplished anywhere, including Nobel laureates, Pulitzer Prize winners, and MacArthur Fellows. Since our founding in 1868, we have been an engine for innovation - driving intellectual, economic, and social progress that benefits California, the U.S., and beyond. Together, we change the world.

Departmental Overview

Berkeley Summer Sessions, Study Abroad, University Extension, and Osher Lifelong Learning Institute (SSALLEX) is the trusted educational provider for students at all stages of their academic and professional journeys. As the extended educational division of the University of California, Berkeley, SSALLEX fulfills an essential part of the University's mission to extend access to this world-renowned university's research and scholarship to a global community. A vibrant, inclusive, and dynamic organization, SSALLEX welcomes 60,000 visiting, current, and potential Berkeley students studying across a wide range of programs, including year-round courses, Fall Program for Freshmen, post-baccalaureate programs, visiting student experiences, study abroad programs, global internships, summer minors, professional certificates, and year-round offerings for older adults. On-campus and online offerings allow students from all across the globe to receive a Berkeley education. SSALLEX works closely with faculty, academic units, international business partners, parents, and central campus service providers to extend the reach of the university's world-renowned network of instructors, experts, and professionals. We create rich learning experiences to develop skill sets and critical minds and motivate our students to be the change they want to see.

Position Summary

The Information Systems Analyst 2 ensures the reliable, secure, and efficient operation of information systems that support instructional and administrative functions. This position provides advanced technical support, manages and optimizes systems and services, and leads or contributes to projects that implement and improve technology solutions. The Information Systems Analyst 2 bridges user needs and technical systems to ensure that technology effectively supports business operations, enhances the user experience, and aligns with organizational goals.

Responsibilities

• Systems Administration & Maintenance
• Manages and supports services composed of multiple integrated systems.
• Evaluates, installs, configures, modifies, and maintains operating systems, software, databases, utilities, and tools.
• Supports identity and access management functions, including account provisioning, permissions, and access controls, and assists with system integrations across enterprise and departmental platforms.
• Applies and maintains appropriate security controls, endpoint protection measures, and standard configurations to ensure system reliability, data protection, and compliance with established security practices and policies.
• Technical Support & Issue Resolution
• Provides advanced technical support (Tier 2/3) for hardware, software, network, and application issues.
• Serves as an escalation point for complex problems, performs root cause analysis, and implements effective solutions.
• Troubleshoot issues that span multiple systems or services, including network connectivity, DNS, and endpoint/security tools, and coordinates with campus partners such as Network Services and Information Security (ISO) to diagnose and resolve issues.
• Identifies and escalates potential security risks or vulnerabilities in accordance with established procedures.
• Assists in coordinating support requests and provides guidance to junior staff as needed.
• Systems Analysis, Development & Scripting
• Performs moderately complex analysis, design, and implementation of systems, processes, and procedures.
• Gathers and documents business and user needs, supports development of system specifications, and contributes to system and process improvements.
• Designs, develops, tests, and maintains scripts and tools, and participates in release and change management activities.
• Supports development and maintenance of internal tools, system integrations, and workflow automations across platforms such as service management systems (e.g., Zendesk), identity services, and business applications, incorporating security best practices where applicable.
• Adopts and seeks to improve upon departmental practices, including code review, versioning, and release, change, risk, problem, and incident management.
• Infrastructure & Data Management
• Supports infrastructure and data environments, including server systems, directory services, file and print services, network connectivity, DNS services, and moderately complex databases.
• Collaborates with campus IT and external service providers, including Network Services and Information Security (ISO), to maintain system functionality and security.
• Applies data management practices and supports secure data handling, access controls, and compliance with data protection standards.
• Assists with database performance, design considerations, and protection of sensitive data.
• Projects & Technology Implementations
• Plans and implements hardware and software upgrades, system enhancements, and technology deployments.
• Participates in projects of moderate scope and may support components of larger initiatives.
• Works with IT staff, campus partners, and stakeholders to implement solutions that align with operational needs and established security standards.
• May serve as a technical resource for software development projects of varying size, complexity, and urgency.
• Documentation, Training & Operational Support
• Develops and maintains technical documentation, training materials, and standard operating procedures, including documentation of system configurations and security practices.
• Contributes to ongoing improvements in system and security practices, including aspects of the software development lifecycle.
• Supports operational processes such as onboarding and offboarding workflows, service management system configuration (e.g., Zendesk), and knowledge base maintenance.
• Communicates technical and security-related information to users and stakeholders and remains current with relevant technologies, standards, and policies.

Required Qualifications

• Demonstrated knowledge of several areas of IT.
• Demonstrated ability to install software and troubleshoot and repair moderately complex problems with computing devices, peripherals, and software.
• Understanding of system performance monitoring and actions that can be taken to improve or correct performance.
• Basic knowledge of incident response procedures.
• Demonstrated ability to follow software specifications.
• Able to write technical documentation in a clear and concise manner.
• Self-motivated and works independently and as part of a team.
• Demonstrates problem-solving skills.
• Able to learn effectively and meet deadlines.
• Interpersonal skills sufficient to work with both technical and non-technical personnel at various levels in the organization.
• Able to elicit and communicate technical and non-technical information in a clear and concise manner.
• Bachelor's degree in a related area and/or equivalent experience/training.

Preferred Qualifications

• Experience supporting identity and access management systems, including account provisioning, permissions, and access controls in enterprise or higher education environments.
• Demonstrated experience with database administration.
• Experience developing and maintaining scripts (e.g., PowerShell, Bash, Python) to automate system administration, user lifecycle management, and operational workflows.
• Basic programming experience, including familiarity with Java, and an interest in developing automation or technical solutions.
• Demonstrated knowledge of computer security tools, best practices, and policies.
• Experience administering or customizing service management platforms (e.g., Zendesk), including workflow configuration, automation, and knowledge base management.
• Experience developing or supporting system integrations and workflow automations using APIs, scripting, or other integration tools across business and IT systems (e.g., HRIS, ticketing systems, or project management platforms).
• Experience working with endpoint security tools and implementing security best practices in coordination with centralized IT or Information Security teams.
• Experience supporting or coordinating with network infrastructure services, including troubleshooting connectivity issues involving DNS, VPN, or campus network services.
• Experience supporting onboarding and offboarding processes through system access management, automation, or workflow design.
• Experience working in a higher education or similarly complex, multi-stakeholder environments.