Applications Support Analyst at University of Cincinnati Foundation in Cincinnati, OH

Job description

• The Application Support Analyst is an exempt (salaried) position employed by the University of Cincinnati Foundation (UCF) and reports to the Director, Enterprise Applications Support.
• Focus
• This Application Support Analyst provides day-to-day hand-on support for enterprise business applications used by human resources, finance, contract management, and other operational areas, including systems such as UKG and Blackbaud Financial Edge. The role helps users resolve application issues, supports routine enhancements, identifies and implements new functionality, documents procedures, assists with testing and training, and coordinates with business users, technology partners, and vendors as needed. Working under general supervision, the position helps ensure applications are reliable, secure, easy to use, and aligned with business processes while supporting continuous improvement in application support and the overall user experience.

Responsibilities

• Provide day-to-day support for assigned business applications, including responding to user questions, responding and resolving ITSM tickets, troubleshooting issues, documenting findings, and coordinating resolution with internal teams or vendors as needed.
• Triage and manage application support requests; gather relevant details, assess urgency and impact, escalate appropriately track progress, and communicate status to business users and stakeholders.
• Assist with configuration updates, workflow changes, user access requests, reporting needs, and other routine application administration activities in accordance with established procedures.
• Support testing and rollout of application changes, enhancements, integrations, upgrades, releases, and new functionality by preparing test scenarios, validating results, documenting defects, confirming resolution, and assisting user readiness.
• Document application processes, support procedures, known issues, job aids, knowledge articles, and user guidance to improve consistency and self-service support.
• Monitor recurring issues, usage patterns, metrics, and support trends to identify and make recommendations for opportunities for process improvements, training, configuration changes, escalation, or increased efficiency.
• Partner with business users, vendors, and partners to understand operational needs, clarify requirements, validate solutions, and support effective use of applications.
• Support prioritization of enhancements and defects by documenting business impact, gathering examples, and helping stakeholders evaluate options.
• Review application health indicators, issue trends, recurring support needs, and support metrics to help identify root causes and recommend practical improvements.
• Assist with transition-to-support activities for new and enhanced solutions, including rollout planning, user training, training materials, support readiness, communications, and operational handoff tasks.
• Other duties, as assigned.

Requirements

• Bachelor’s degree in information technology, computer science, information systems, business, or a related field preferred with 2 or more years of experience supporting business applications, technology operations, application administration, business analysis, help desk support, or related functions; equivalent combination of education and relevant experience may be considered.
• Experience assisting with application support activities such as user support, issue triage, incident tracking, testing, documentation, data validation, and coordination with business stakeholders or vendors.
• Experience supporting projects, enhancements, releases, or workstreams by tracking tasks, documenting requirements, testing changes, communicating status, and follow through on assigned actions.
• Working knowledge of application support practices, service request processes, documentation standards, and continuous improvement methods.
• Strong analytical, problem-solving, documentation, organizational, customer service, and attention-to-detail skills.
• Self-directed professional with strong ownership, sound judgment, effective follow-through, and a clear orientation toward enterprise results.
• Ability to perform effectively under pressure, adapt to change, and meet deadlines in a fast-paced team environment.
• Ability to communicate effectively with staff, business users, vendors, and technology partners in a collaborative, consultative, and professional manner.
• Ability to apply sound judgment, ask effective questions, and communicate status, decisions, and risks clearly.
• Ability to manage competing priorities, document decisions, escalate issues, and follow data governance, information security, privacy, and enterprise risk practices.
• Ability to understand business processes and translate user needs into clear support requests, documentation, testing steps, or enhancement requirements.
• Education
• Required
• Bachelors or better in Information Technology or related field.

Skills

Required

• Service request processes
• Documentation standards
• Continuous improvement methods
• Strong analytical skills
• Problem-solving skills
• Documentation skills
• Organizational skills
• Customer service skills
• Attention to detail
• Self-directed
• Strong ownership
• Sound judgment

Benefits

• The anticipated starting salary range for the Applications Support Analyst role is $75,000 to $87,500 annually. When determining final offer amount the UC Foundation considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.
• At the UC Foundation, we understand the importance of providing both a desirable work environment as well as benefits that provide our employee’s peace of mind and work/life balance. We offer a total rewards package inclusive of performance based bonus, as well as, competitive health and wellness benefits, tuition remission, retirement with employer match, paid parental leave, and paid vacation, sick time and holidays, including calendar year-end closing. To learn more, visit our careers page.