Benefits Systems Analyst - Healthcare jobs in Rochester, NY

Application Analyst, Events Systems
7984BR
Government and Community Relations
Government and Community Relations

Detailed Job Description
The Application Analyst is primarily responsible for initial point of contact and response to customers' needs by answering questions or concerns, resolving incidents and requests pertaining to events technology systems, as well as providing information in a clear, consumable manner.

Primary job responsibilities include:

• Serve as first point of contact to provide customer support, clear communication and resolution, via phone, chat or tickets with RIT students, faculty and staff members. Answer questions or assist with troubleshooting during customer interactions. Utilize technical expertise and ability to provide exceptional customer support.
• Subject Matter Expert on assigned technologies. Responsible for understanding the core functionality of assigned software applications and their integrations, and for assisting key business contacts in leveraging this technology to meet the needs of the university.
• Maintain broad knowledge of operational processes and/or procedures developed and managed within the division that support campus-wide workflows using event management software applications.
• Provide technical expertise, training or knowledge review on an as-needed basis. Ensure that knowledge articles are created and/or updated with the most recent information.
• Build and maintain internal technical documentation, manuals, policies, configurations, and processes for software applications managed and administered by the division.
• Serve as liaison and point of contact with 3rd party vendors, ITS and university partners to maintain system stability for assigned applications.
• Support application testing, deployment, maintenance, and evolution related to upgrades and software enhancement.
• Participate in on-call rotation to respond, troubleshot and resolve critical incidents related to application functionality issues. Requires working with 3rd party vendors, ITS and university partners.

Department/College Description
The Division of Government and Community Relations provides strategic vision and operational leadership for all aspects of the universitys government relations activities at the federal, state and local level. The Office of Special Events and Conferences manages several signature campus events, including Imagine RIT and Brick City Homecoming & Family Weekend, and administers the university's enterprise event management software applications available to all RIT faculty, staff, and students.

Minimum Qualifications
Education/Experience:

• Bachelors degree or equivalent experience
• 3 years experience in a direct customer support role, ideally in a IT call center or service desk environment
• Experience managing enterprise-level systems, databases, and integrations
• Experience in a technology-based customer support team in a high volume environment
• Experience documenting processes and/or workflows following standard documentation procedures
• Experience training constituencies in software, applications and reporting tools

Skills:

• Success-based attitude
• Outstanding service skills with demonstrated ability to build rapport with customers
• Highly proficient in performing complex tasks requiring accuracy and on time delivery
• Highly reliable with consistent attendance record
• Excellent written and verbal communication skills
• Excellent troubleshooting skills
• Excellent critical thinking skills that provide ability to analyze information and provide solutions
• Ability to work independently with minimal guidance and use judgement to determine best approach to resolution
• Ability to interpret user issues/questions/concerns related to assigned applications
• Detail-oriented and highly organized
• Ability to handle high volume, high pressure support situations
• Ability to handle confidential data according to strict guidelines

Professional Area:
Employment Category: Fulltime
Staff Job Function: Wage Band: 116H

How to Apply
In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.
The direct link to this posting can be found here: https://sjobs.brassring.com/

Additional Details

Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the "Great Colleges to Work For." RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.

As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness

RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov

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