Business Services Technology Analyst

American University; Washington (District of Columbia); Hybrid; USD 59,000 - 69,000; Full time

Job summary

American University is seeking a Business Services Technology Analyst to manage technology needs for dining, One Card, conference operations, and related university stakeholders. The role serves as the primary administrator for the campus card transactional system and dining POS, while also stewarding data in ERP and access control systems.

The position requires collaboration with multiple teams, gathering requirements, planning, and delivering technology solutions on schedule.

Qualifications

• 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, pivottables, 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.

Responsibilities

• Oversees software configuration, user accounts and system maintenance for campus card and POS systems.
• Maintains POS devices and peripherals; manages device inventory.
• Provides technology support for Mail Services and Campus Store as needed.
• Tracks outages and resolves issues in production systems.
• Trains stakeholders on Business Services software and hardware.
• Builds and maintains system documentation.

Skills

Strong analytical and problem-solving

Education

Bachelor's degree or equivalent

Tools

Excel (intermediate)

Job description

American University

American University is a student-centered research institutionlocated in Washington, DC, with highly-ranked schools and colleges,internationally-renowned faculty, and a reputation for creatingmeaningful 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 technologyoperations and support role for Business Services team in theFinance division. This role is responsible for the technology needsof American University’s dining program, one card program,conference operations and other key university stakeholders.

The Business Services Technology Analyst serves as a primaryadministrator for the university’s campus card transactional systemand dining program point-of-sale systems, as well as associatedpoint-of-sale terminals and other integrated hardware. This rolealso serves as a primary data steward for Physical Access Controlsystems, housing systems and a subset of American University’sEnterprise Resource Management system. Rigid attention to detail isneeded to ensure accuracy of critical data supporting BusinessServices systems, stakeholders, and business processes.

This role is responsible for working with many stakeholders to fixissues, enhance existing technology and implement key newtechnology features. In such projects, the technology analyst isresponsible for gathering requirements, planning, and communicatingwith affected stakeholders, designing, and testing a technologysolution and managing a timeline for releasing the solution tocustomers. The incumbent must maintain relationships with keystakeholders, oversee system functioning and maintenance andrespond to any critical issues in a timely fashion.

Essential Functions

1.) Systems Administration

• Oversees software configuration, user account creation andsystem maintenance for campus card transactional system and diningpoint-of-sale systems.
• Responsible for installation, maintenance, and support ofpoint-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 dataintegrations.
• Works with Conference Operations to obtain conference groupsetup requirements and facilitates configuration of conferencegroup information in the University’s housing system.
• Data steward for meal plan assignment in University’s campuscard transactional system and meal plan billing information in theUniversity’s Enterprise Resource Planning (ERP) system.
• Data steward for student, employee, and conference guest datain Physical Access Control Systems.
• Oversees installation of and support for id card printers.
• Maintains inventory of point-of-sale devices and technologyperipherals.
• Liaises with Telecom and Network engineering to ensure secureconnection of devices on the University network.
• Facilitates key software upgrades with software providers, ITand/or affected stakeholders.
• Creates and maintains documentation for key systemprocesses.
• Provides technology support Mail Services the Campus Store asneeded.

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, pivottables, 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-Salesystems, 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 the 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 [e-mail].

American University is an equal opportunity, affirmative actioninstitution that operates in compliance with applicable laws andregulations. 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 basesunder federal or local laws (collectively "Protected Bases") in its programs and activities.