Application Support Analyst

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Job Title:

Application Support Analyst

Department:

ERIK Office of Research Information Systems

Job Overview:

Provide personnel of the Enterprise for Research, Innovation, and Knowledge (ERIK), personnel of supported research centers, and university researchers expert-level support by diagnosing and resolving technical issues related to research administration software and hardware. Software to include vendor licensed software (such as Huron Research Suite), open-source software (such as NEMO Lab Management) and OSU developed software that support the research administrative process. Hardware to include any peripheral devices required by any supported software (examples: RFID printers, tool interlock controllers). Handles escalations from lower tier support teams when issues exceed their resolution capabilities. Provides clear communication and timely resolution of their technical concerns to users. Works autonomously and as part of a team, consulting with ERIK team members, external software vendors and other campus technical expertise outside of ERIK to reach timely resolutions of technical issues.

Identifies and recommends technical and procedural changes to management to improve the efficiency and effectiveness of the ERIK support system and processes. Identifies metrics in application support requests such that common issues can be identified to help prioritize application fixes or support material enhancements.

Collaborates with ERIK instructional design and development personnel to create and update technical documentation, knowledge base articles, and procedural guides to assist lower tier support teams and end-users (i.e. research administrative staff and university researchers). Participates in the development of new software to develop training and support materials for applications as they are built, both for support staff and end-user use. Provides guidance, tools and training to lower tier support teams, helping them to enhance their skills and reduce dependency on higher level support.

Follows all applicable OSU standards and protocols, including the Information Security Control Requirements (ISCR), and maintains a working knowledge of these standards as they evolve.

Required Qualifications:

Bachelor's degree in information systems or equivalent combination of education and experience.

Four years of relevant work experience.

Extensive demonstrated troubleshooting and analytical abilities for web-based applications that support business processes.

Knowledge of help desk ticketing software and processes.

Excellent written and verbal communication skills with individuals of varying technical expertise.

Proven ability to independently research issues and propose solutions. Strong workplace ethics - including punctuality, timeliness, courtesy, follow-through, and teamwork.

Desired Qualifications:

4-8 years of relevant work experience.

Extensive knowledge of help desk processes and software such as ServiceNow or osTicket.

Experience with application visibility and monitoring tools such as Splunk.

Experience with data reporting tools such as Tableau or Power BI.

Experience with knowledge base management.

Working knowledge of cloud environments, such as AWS or Azure.

Working knowledge of research administration business processes.

Working knowledge of lab management software and associated interlock/access control hardware. Working knowledge of application and data architectures.

Experience with project planning and execution.

A resume is required to be submitted to be considered for this position.

Additional Information:

The Target Hiring Range for this position is $58,700-$77,200, annually. The salary offer for this position will fall within this range based on the candidate's qualifications, internal equity, and the unit's available budget.

This position will be located mostly onsite at Mount Hall, with travel around campus as needed, Monday through Friday, during university standard operating hours of 8:00 a.m. to 5:00 p.m.

ERIK Overview:

Join the Enterprise for Research, Innovation and Knowledge (ERIK) at The Ohio State University and become a part of a dynamic, forward-thinking team dedicated to pushing the boundaries of discovery and innovation. ERIK positions Ohio State to expand curiosity-driven research and creative expression, further develop our research community of faculty, staff, and students, and grow the innovation ecosystem to address big challenges and improve communities locally and globally. We are seeking passionate individuals who are committed to making a meaningful impact through collaboration, innovation, and excellence. To learn more about our mission and work, please visit

Unit Overview:

The ERIK Office of Research Information Systems (ORIS) data team is responsible for providing services related to Data Analysis, Engineering, Integration, Management, Reporting and Security to all units and centers within ERIK.

Function: Information Technology

Subfunction: IT Service Support

Career Level: S3

Location:

Mount Hall (0311)

Position Type:

Regular

Scheduled Hours:

40

Shift:First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.

The university is an equal opportunity employer, including veterans and disability.

As required by Ohio Revised Code section 3345.0216, Ohio State will: educate students by means of free, open and rigorous intellectual inquiry to seek the truth; equip students with the opportunity to develop intellectual skills to reach their own, informed conclusions; not require, favor, disfavor or prohibit speech or lawful assembly; create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth and tolerates differences in opinion; treat all faculty, staff and students as individuals, hold them to equal standards and provide equality of opportunity with regard to race, ethnicity, religion, sex, sexual orientation, gender identity or gender expression.

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