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Index/Position No.:                             50300/110480                                     Level 10

Position Title:                                      Analyst 3

Department:                                        Office of Information Technology

Expectations for All Employees

East Tennessee State University pursues its mission based upon core values.  An employee's job performance must support and exhibit the university's core values:

PEOPLE come first, are treated with dignity and respect, and are encouraged to achieve their full potential;

RELATIONSHIPS are built on honesty, integrity and trust;

DIVERSITY of people and thought is respected;

EXCELLENCE is achieved through teamwork, leadership, creativity, and a strong work ethic;

EFFICIENCY is achieved through wise use of human and financial resources; and

COMMITMENT to intellectual achievement is embraced.

Function of Position

Responsible to the Customer Support Manager for developing, operating and supporting the Remedy workflow application systems that support the university Office of Information Technology department.  This includes the BMC Remedy Action Request System platform, BMC Remedy Mid-Tier platform, BMC Remedy Email Engine, HelpDesk, Asset Management and Knowledge Base as well as custom developed applications running on Windows.  The position requires the ability to effectively multi-task in a technical environment and is responsible for interacting with various areas of the IT department and other university departments to ensure high level of service offering and delivery for our internal end users.  Also have responsibility for operational management, upgrades, patching, testing, and systems integration.  Required to facilitate analysis needs and requirements analysis, document functional specifications and design documents and complete development work in a controlled change and release management environment.

Essential Functions

-        Works with staff and the organization to understand their processes and how interfaces between information systems can help and effectively integrates their needs into specifications for any support modifications or development.

-        Designs and implements interfaces using the ARS Remedy system. Develops new applications as needed and maintains and modifies existing applications and maintains data integrity and accuracy.

-        Creates and maintains written documentation and user guides.

-        Coordinates with systems, network, desktop support and help desk to resolved problems either personally or by coordinating with vendors.

Secondary Functions

-        Provides data recovery services to university staff and students by utilizing a wide variety of software packages and techniques.

-        Assists computer users with technical problems.

-       Performs other related duties as assigned.

Knowledge and Abilities

-        Ability to organize and orally communicate.

-        Ability to operate and communicate effectively and meet deadlines.

-        Ability to work with users to define needs, coordinate development, and provide training. 

-        Ability to work with their own applications team and other IT teams as well as participate on project teams as needed.

-        Ability to work independently and with minimal supervision.

-        Knowledge of customer service standards and procedures.

-        Ability to investigate and analyze information and to draw conclusions.  Knowledge and skills in systems analysis, systems design, and structured computer programming to design, write, test, debug, and document programs.

-        Ability to determine computer problems and to coordinate hardware and/or software solutions. 

-        Ability to process computer data and to format and generate reports.

-        Knowledge of current technical developments/trends in area expertise.

-        Ability to learn and adapt to a specialized environment.

Supervision Given and Received

Performs under general supervision.  Plans and arranges own work which is directed toward an established objective. 

Minimum Qualifications

Bachelor's of Science degree in Computer Science or equivalent; 3-5 years of work experience as a programmer; Remedy ARS development software training; training in Windows operating systems along with server management and SQL database management.

June 2007