Junior Application Administrator

Enterprise OperationsUS Exempt RegularFull timeStateside Exempt 1.4Location: Adelphi, MD (Hybrid)

Summary:

The Junior Application Administrator is responsible for third-tier technical support, monitoring, and configuration/change management of both on-premise and cloud-based applications/services/jobs. Responsible for representing the organization and team within the across the organization and to customers. Work to understand business requirements, priorities, timelines, and potential barriers to meeting business needs.

The position will be a subject matter expert and contribute to operational support, solution design, new deployments,  configuration changes, maintenance, and upgrades of applications.

This includes but is not limited to audits, technical / process documentation, dashboard/report development, user/role management, security compliance, change control, automated process development, innovation recommendations, and overall organizational continual service improvement.

Duties and Responsibilities:

• Provide 3rd tier Technical Support in compliance with standard processes and adherence to organizational Service Level Agreements and best practices

• Coordinate across all levels of the organization and with third-party vendors to bring technical events and issues to resolution 

• Actively Monitor applications/services/jobs for outages, stability, capacity, and other key indicators.

• Develop log, system, and synthetic monitors for tracking and alerting for service degradation, utilization, functionality, and other key indicators.

• Develop and maintain dashboards and reports

• Work closely within the organization, with customers, and third-party vendors on specification development for process, releases, and configuration changes.

• Review and collaborate on technical requirements/specifications for new applications and services

• Create and maintain technical and support process documentation 

• Develop, configure, coordinate, and/or implement changes ranging from code deployment, data migration, vendor releases, patches/ initiatives, and configuration changes.

• Work to identify process and technical debt and opportunities for both optimization and cost savings

• Provide technical expertise to Quality Assurance for development of testing scripts and end user acceptance testing as needed

• Perform regular approved security processes (ex. account audits, change controls) 

• Stay current with technology under the purview of Enterprise Application from roadmaps, permission, functionality, security, and other configuration changes. 

• Perform on-call duties on a rotating schedule.

Skills:

• Ability to troubleshoot and resolve application and process issues at a Tier 3 level

• Adaptability to quickly changing priorities and requirements in a fast-moving environment

• Ability to deliver assigned work on or ahead of schedule.

• Familiarity with support methodologies (ticket management, change control, remote support, and troubleshooting of applications and interrelated dependencies)

• Ability to learn and develop standardization documentation on new tools, systems, and products quickly with limited standardization across applications / services.

• Excellent interpersonal skills and the ability to build relationships both internally and with customers

• High level of collaboration, cooperation, and effectiveness when working with others and being available to assist when needed.

• Demonstrated ability to work in a collaborative team environment

• Ability to take complex technical ideas and present in a brief meaningful manner to customers without a technical background.

• Professional dedication and positive attitude through flexibility and consistency of work.

• Certifications for ITIL or core applications are highly desirable.

Education & Experience Requirements:

Experience:

• 3+ years of experience with Tier 2 support, configuration, and administration experience with one or more listed applications.

• Experience with core software applications, including some of the following applications: Desire2Learn,  PeopleSoft, Salesforce, Zoom, MuleSoft, Onbase, PeopleSoft, DevOps, Splunk, NewRelic, Solarwinds,  and/or comparable products.

• Experience in generating and delivering business process definitions, participating in gap/fit analysis, and assisting with pre-implementation workshops. 

• Demonstrated experience 

  • Building use cases, defining business processes, and creating technical process documentation

  • Leveraging tools to the fullest capability, identifying optimization opportunities, and driving positive operational change

  • Performing at a high level as a technical subject matter expert.

  • Demonstrating initiative, good judgment, and the ability to achieve results

Preferred Experience Requirements:

Education:

• Bachelor's degree

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range:

$58,000.00 - $68,600.00