at Northwestern University in Evanston, Illinois, United States
Job Description
Job Opening Id: 50769
Department: IT Media & Tech Innovation
Salary/Grade: NEX/13
Job Summary:
Responds to users to resolve problems associated with the organizational area's applications and services. Diagnoses problem source through analysis, testing and discussions with users. Coordinates with programmers, developers, analysts, and project managers to resolve problems. Follows up with users to ensure problem resolution and develops supporting documentation of all activities.
Specific Responsibilities:
Strategic Planning
- Recommends application changes to address frequent support issues encountered by users.
- Recommends changes to processes to increase efficiency and effectiveness of applications.
- Plans, schedules and coordinates with other technical groups to work through project deliverables, issue resolution or service fulfillment.
Administration
- Develops documentation for all support activities and problem resolutions.
- Attends training sessions and meetings regarding updates and/or enhancements to organizational area's applications.
- Attends user meetings to gain knowledge of users' evolving business.
- Drafts training documents and trains users on use of applications.
- Works with procurement, finance and vendor on service maintenance contract renewals.
- Creates project charter documents wit
