Application Administrator Iii (Arch Program) - University Advancement

Scheduled Hours

40

Position Summary

Under general supervision and technical guidance, the Application Administrator III is responsible for the delivery of multiple functions and activities to support the delivery of vended applications to units across the University Advancement. Service functions include lifecycle management and impact analysis of changes, monitoring and issues management, vendor management and planning, delivery of updates, and organizational consulting within the University to support planning for changes and projects. The Application Administrator will possess a broad range of analytical/technical and leadership skills and experience with enterprise-class services. Additional responsibilities include analysis and resolution to error conditions for applications within the application portfolio as well as troubleshooting performance and security issues.

Responsibilities for this position also include collaboration and coordination with customers, vendors and resources across all University Advancement and WashU IT units as well as training, mentoring and coaching other assigned personnel.

Primary Duties & Responsibilities

Planning & Analysis

• Evaluates potential risks to the service and applications, develop mitigation plans and recommendations, and facilitate decisions. Typically related to vendor provided application/system enhancements or new implementations.
• Provides consulting to end users on best practices. Engage with potential customers to evaluate the right service level options, determine if the applications are candidates for the service, and evaluation options for rationalization of common applications to other platforms to reduce long term costs and duplication.
• Performs research, analyze technology, consult vendors, and apply best practices to design technical solutions by utilizing systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications.
• Leads on consulting with current and potential customers to review applications, evaluate viability and fit within the Washington University Advancement Ecosystem.

Lifecycle Management

• Serves as the central point for review and recommendation of support contract renewals. Serve as the primary system administrator for the Salesforce.com environment.
• Acts as technical subject matter expert and mentor to University Advancement Support Center staff so they are trained in quick and accurate resolution of vended application support questions.
• Studies and develops a comprehensive understanding of assigned applications.
• Engages regularly with vendors to align to their release and product roadmaps and manage the vendor relationship to ensure continuous support is maintained.
• Validates, tests and implements new products/applications, modules/features within an application, application releases and services.
• Acts as a Level 3 support point of contact for researching and resolving any vended application support questions that cannot be answered by University Advancement Support Center staff.
• Plans, reviews, coordinates, and manages annual and/or more frequent upgrades and maintenance projects across multiple applications supporting one or more units and lines of service to the University and community.

Leadership

• In conjunction with Solutions Architect and business partners, manages strategy, approach and needs of incoming projects within function.
• Leads and coordinates activities associated with implementing vended solutions.
• Monitors the technical solution to ensure requirements fulfillment and solution evaluation. Reviews and monitor the effectiveness of applications and provides status reports and health metrics to University Advancement leadership and key business stakeholders on a regular basis.
• Acts as escalation point for more junior staff.
• Provides technical and advisory leadership as required to complete objectives including training and mentoring and coaching other assigned personnel.
• Acts as a liaison between our users, vendor, and the IT application development team.

Operational Activities

• Assists in daily operational and maintenance activities, with incremental upgrades and configuration changes, ensures systems are functioning properly, and ensures best practices for provisioning, to ensure support alignment with university and security policies.
• Creates and maintain documentation related to services, solutions, and interfaces.
• Responds to and resolves incidents escalated from operational teams and performance-tuning requests utilizing critical thinking skills.
• Completes regular internal system audits and prepare for upgrades.
• Provides monitoring and management of applications and manages issues and communications where appropriate.
• Supports the daily operations and support of vended application environments.
• Handles all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks.
• Works with the performance support team to plan training, documentation, and communication for major projects or releases.

Performs other duties as assigned.

Preferred Qualifications

• Experience working in higher education.
• Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems, and processes.
• Bachelor’s degree in a technical discipline.
• Ability to exercise good judgment and demonstrate a proactive approach to problem solving.
• Ability to contribute and collaborate effectively as a member of a highly functioning and productive team.
• Strong understanding of the Salesforce.com platform with the ability to write custom objects, formula fields, custom views, and other content of intermediate complexity.
• Service Cloud, Sales Cloud or Developer certifications preferred.
• Ability to learn quickly and adapt to new circumstances.
• Customer Service: Possesses an aptitude for patience, professionalism, tactfulness, and empathy. Enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Ability to quickly defuse stressful or anxious situations.
• Experience with ITIL framework and IT product methodologies.
• Flexible and willing to work extended hours as necessary and recognize the need to do so.
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and discern user needs.
• Business acumen coupled with technical aptitude.
• Experience working on technology and application development projects including developing technical requirements and testing techniques.
• Experience working closely with team members during solution development and product launch.
• High aptitude for learning new technologies.
• Ability to work with minimal supervision with a high degree of accuracy.
• Experience with systems analysis techniques and procedures for troubleshooting and planning system/application changes.
• Strong research skills with attention to detail.
• Ability to effectively communicate technical issues.
• Team Skills: Supports teammates at all times and in any way necessary to maintain a productive, energetic, efficient and dynamic team. Communicates effectively and frequently both verbally and in writing with other members of the team. Collaborates with other teammates to provide assistance and expertise as well as to receive expert input and assistance from others delivering the best solution and experience for the customer.
• Experience in enterprise-scale environments.
• Ability to adjust to changes in priorities.
• Experience with having to meet service level expectations established with departments/customers.
• Effective oral and written presentation skills.
• Strong data management abilities.
• Experience engaging with and managing Vendors for planning and managing service levels.
• Strong listening skills.
• Ability to adjust scheduled time.
• Excellent organizational, analytical, and independent problem-solving skills.
• Experience supporting units in the use and management of applications.
• Experience consulting with internal customers to evaluate requirements and service options.

Required Qualifications

• Equivalent combination of related experience (IT or business), certification and education will also be considered.
• Six years of relevant experience analyzing business processes and data needs in IT or the business function.
• Bachelor’s degree.

Grade

G15

Salary Range

$82,500.00 - $145,200.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.