Business Services Technology Analyst

About the job

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University

Department:

Auxiliary Technology

Time Type:
Full time
Job Type:
Regular
FLSA Status:
Exempt
Work Modality:

Hybrid 01 (On Campus 3-4 Days/Week)
Union:

Excluded

Job Description:

Summary:

The Business Services Technology Analyst is the primary technology operations and support role for Business Services team in the Finance division. This role is responsible for the technology needs of American University’s dining program, one card program, conference operations and other key university stakeholders.

The Business Services Technology Analyst serves as a primary administrator for the university’s campus card transactional system and dining program point-of-sale systems, as well as associated point-of-sale terminals and other integrated hardware. This role also serves as a primary data steward for Physical Access Control systems, housing systems and a subset of American University’s Enterprise Resource Management system. Rigid attention to detail is needed to ensure accuracy of critical data supporting Business Services systems, stakeholders, and business processes.

This role is responsible for working with many stakeholders to fix issues, enhance existing technology and implement key new technology features. In such projects, the technology analyst is responsible for gathering requirements, planning, and communicating with affected stakeholders, designing, and testing a technology solution and managing a timeline for releasing the solution to customers. The incumbent must maintain relationships with key stakeholders, oversee system functioning and maintenance and respond to any critical issues in a timely fashion.

Essential Functions:

• 1.) Systems Administration
• Oversees software configuration, user account creation and system maintenance for campus card transactional system and dining point-of-sale systems.
• Responsible for installation, maintenance, and support of point-of-sale devices, including staff-facing registers, customer-facing kiosks and other transaction terminals.
• Oversees functioning of software data and payment integrations. Works with IT to resolve any issues observed with data integrations.
• Works with Conference Operations to obtain conference group setup requirements and facilitates configuration of conference group information in the University’s housing system.
• Data steward for meal plan assignment in University’s campus card transactional system and meal plan billing information in the University’s Enterprise Resource Planning (ERP) system.
• Data steward for student, employee, and conference guest data in Physical Access Control Systems.
• Oversees installation of and support for id card printers.
• Maintains inventory of point-of-sale devices and technology peripherals.
• Liaises with Telecom and Network engineering to ensure secure connection of devices on the University network.
• Facilitates key software upgrades with software providers, IT and/or affected stakeholders.
• Creates and maintains documentation for key system processes.
• Provides technology support Mail Services the Campus Store as needed.

• 2.) Business and Customer Support
• Serves as primary technology support contact for the University’s dining program. Works with the dining management team to understand business problems, brainstorm solutions and monitor solution effectiveness.
• Serves as primary point-of-contact for the University’s vending program. Works with vending providers to ensure availability of Eaglebucks payments at vending machines.
• Supports the One Card office team with personnel record, tag and physical security access imports.
• Supports Conference and Guest Services with various UCGS systems.
• Promptly responds to outages or issues with production systems. Works to identify issue root cause to prevent future occurrences.
• Provides training on Business Services software, hardware and data for relevant stakeholders.
• Resolves customer support tickets for community member issues with Business Services systems.

• 3.) Analysis and Process Improvement
• Performs regular audits of system data to ensure accuracy.
• Oversees small to medium-sized IT projects to implement new features or improve existing services.
• Responsible for delivery of transactional reports from AU’s campus card transactional system to various stakeholders.
• Performs data analysis of dining program performance and meal plan utilization for Business Services Services leadership.
• Analyzes existing procedures for possible process improvements.
• Participates in query writing in real-time ERP querying and business intelligence platforms. Performs data exploration to better understand information that supports key departmental business practices.
• Assists in creation and maintenance of custom SQL reports in campus card transactional systems for information not easily accessed through standard reporting software.

• Competencies:
• Acquiring and Analyzing Information.
• Evaluating and Implementing Ideas.
• Championing Customer Needs.
• Developing Plans.
• Serving Customers.
• Supporting Coworkers.
• Thinking Broadly.
• Displaying Creativity.

• Position Type/Expected Hours of Work:
• Full-time.
• 35 hours per week.
• This is a hybrid position with 4 in-person days and 1 remote workday per week.
• Hours 8am - 4pm or 9am - 5pm.
• Requires some non-traditional hours during peak operational periods or major system upgrades.

• Salary Range:
• $59,000.00 - $69,000.00 annually.

• Required Education and Experience:
• Bachelor's degree or equivalent.
• Strong analytical and problem-solving capabilities.
• 2+ years of experience working with enterprise applications (as a user or administrator).
• 2+ years of experience (or combination of experience and education) in databases, report writing, data analysis, system administration, IT project management, IT customer support or related technology field.
• Intermediate experience with Microsoft Excel (lookups, pivot tables, data manipulation, data visualization).
• Prior experience providing operational support, supporting or leading technology projects and working in an environment with regular deliverables.
• Strong written and verbal communication.

• Preferred Education and Experience:
• Bachelor's degree.
• Exposure to writing and editing SQL queries or willingness to learn SQL.
• Experience with Physical Access Control systems, Point-of-Sale systems, Housing or Hoteling systems, Campus Card Transactional systems and/or Enterprise Resource Planning systems.
• Project management or agile experience.
• Experience facilitating or performing user acceptance testing.
• Prior work in higher education.

• Additional Eligibility Qualifications:
• Must be able to occasionally lift up to 25 pounds.

• Other Duties:
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits
AU offers a competitive benefits package. Click here to learn about American University's unique benefit options .

• Other Details
• Hiring offers for this position are contingent on successful completion of a background check.

• Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.

• Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• American University is an E-Verify employer.

Current American University Employees
American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings.

Contact Us
For more information or assistance with the American University careers site, email theworkline@american.edu .

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.