Systems Support Analyst Senior

BBSS Beyond Blue; Lexington (KY); On-site; USD 90,000 - 120,000; Full time

Job summary

University of Kentucky is seeking a Systems Support Analyst Senior to manage the enterprise IT platform and support identity and access management. You will mentor staff, design and upgrade systems, and participate in disaster recovery planning.

The role requires substantial experience in IT service delivery, incident management, and collaboration with IT teams to meet evolving organizational needs.

Qualifications

• Bachelor’s degree in computer science, information systems, or a related field.
• 5+ years of experience in computer science or information systems.
• ITIL v.3 or 2011 Foundation certification required.

Responsibilities

• Manage enterprise IT platform including incident, problem, project and portfolio support.
• Provide advanced support for identity and access management processes.
• Maintain mission-critical infrastructure and disaster recovery planning.
• Collaborate with IT staff to design and upgrade systems; mentor team members.
• Respond to customer requests and adapt to evolving organizational needs.

Skills

Incident management

Problem management

Project management

Portfolio management

Mentorship

Education

Bachelor’s degree in computer science or information systems

Tools

ServiceNow

Identity and access management

Job description

Beyond Blue Job Posting Title: Systems Support Analyst Senior R-000003886 Department Name: Director, Application Services Work Location: 2317 Alumni Park Plaza Grade Level: 10 Type of Position: Regular Position Time Status: Full time Equivalency Link https://hr.uky.edu/employment/working-uk/equivalencies Shift: Day (United States of America)

Job Summary

Responsible for managing the enterprise-level IT platform, including developing and supporting modules for incident, problem, project, and portfolio management. Provides advanced support and development for identity and access management processes, leveraging enterprise technologies to automate and validate system access. Maintains and supports mission-critical infrastructure, ensuring reliable operation of operating systems, applications, and data center environments. Collaborates with IT staff to design and upgrade systems, mentor team members, and support disaster recovery planning and testing. Responds to customer requests and adapts to evolving organizational needs.

Essential Functions

• Prioritizes and responds promptly to customer needs, incidents, and requests.
• Resolves or routes customer incidents and projects within established service levels.
• Builds and maintains positive relationships with staff, clients, and leadership.
• Leads and participates in process improvement initiatives and IT service enhancements.
• Mentors and trains staff on project methodologies, technical best practices, and ServiceNow usage.
• Manages, configures, and develops ServiceNow platform modules, applications, and integrations.
• Facilitates change, problem, and incident management processes, including advisory boards.
• Designs, manages, and supports complex infrastructure, hardware, and software environments.
• Provides expert technical support, troubleshooting, and after-hours assistance as needed.
• Performs other duties as assigned.

Education Requirement

Bachelor’s degree in computer science, information systems, or a related field

Experience Requirement

5+ years of experience in computer science, information systems, or a relevant area. An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part‑time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures

ITIL v.3 or 2011 Foundation

Working Conditions

• A. Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (< 10% of the time)
• B. Lifting, pushing, and/or pulling objects over 50lbs: 1. Never
• C. Standing or walking with objects up to 10lbs: 3. Intermittent (10% - 50% of the time)
• D. Standing or walking with objects up to 25lbs: 2. Occasional (< 10% of the time)
• E. Sitting at computer workstation for extended periods: 4. Regular (> 50% of the time)
• F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 2. Occasional (< 10% of the time)
• G. Repetitive motion: 4. Regular (> 50% of the time)
• H. Working at heights above 4 feet: 1. Never
• I. Working in confined spaces: 1. Never
• J. Risk of injuries from use of equipment on the job: 2. Occasional (< 10% of the time)
• K. Job‑related travel: 2. Occasional (< 10% of the time)
• L. Loud noises: 1. Never
• M. Temperature extremes: 1. Never
• N. Hazardous chemicals and fumes including waste: 1. Never
• O. Radiation: 1. Never
• P. Burns: 1. Never
• Q. Cuts/Punctures: 2. Occasional (< 10% of the time)
• R. Bloodborne/airborne pathogens: 1. Never
• S. Recombinant DNA or viral vectors: 1. Never
• T. Combative/violent people: 1. Never
• U. Animal handling (including carcasses): 1. Never
• V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires regular sitting at a computer workstation for extended periods of time; and performing tasks with repetitive motions (such as typing); and intermittent standing or walking with objects weighing up to 10 pounds; and occasional lifting, pushing, and/or pulling objects weighing up to 50 pounds. Also involves some exposure to risk of injury from moving, lifting, or positioning equipment or materials, and occasional cuts or punctures.

Additional Job Descriptions

N/A

Our University Community

We value the well‑being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus. The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status. Any candidate offered a position may be required to pass pre‑employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.

Our growth is creating opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it!

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self‑disciplined, hard working, curious, trustworthy, humble, and truthful.