POSITION SUMMARY:
The Enterprise Systems Analyst I serves as the first point of contact for functional support of the University's enterprise applications, providing frontline troubleshooting, user assistance, and operational support for ITAS. Working closely with the Director & Assistant Director of Administrative Systems, the Database Administrator & Data Analytics Manager, Information Technology Services (ITS), campus departments, and strategic technology partners, this position resolves routine enterprise application issues via HelpDesk, coordinates functional testing, maintains system documentation, supports application administration, and assists with business process improvements.
This position plays a critical role in improving the University's technology services by resolving enterprise application issues at the lowest appropriate level while escalating complex technical, database, and integration issues to senior team members when necessary. The Enterprise Systems Analyst I also monitors enterprise system requests, identifies opportunities for process improvement, and helps ensure the reliability, security, and effective use of the University's administrative technology environment.
The Enterprise Systems Analyst I will progressively develop expertise in enterprise applications, SQL, reporting, automation, system integrations, and database concepts through structured mentoring and hands-on experience. Over time, this position will assume increasing responsibility for enterprise application administration and data support, providing operational redundancy for key institutional systems, helping preserve critical organizational knowledge, and supporting the University's long-term technology strategy.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
This position is designed as a progressive career path within ITAS. As knowledge and experience increase, the employee will assume greater responsibility for enterprise application administration, reporting, automation, and database support while serving as a key contributor to the University's long-term technology strategy.
Enterprise Application Support
- Serve as the primary Level I support resource for the University's enterprise applications, including Jenzabar, JICS (my.macu.edu), and other assigned administrative systems.
- Monitor the ITAS HelpDesk queue, respond promptly to enterprise application support requests.
- Troubleshoot functional issues, identify root causes, and resolve problems before escalating to senior team members.
- Escalate complex database, reporting, integration, or technical issues to the appropriate staff.
- Maintain excellent customer service while providing timely communication and follow-up with faculty, staff, and students.
- Identify recurring issues and recommend improvements to reduce future support requests.
Enterprise Application Administration
- Assist with the administration, configuration, and maintenance of enterprise applications.
- Support application upgrades, testing, and software releases.
- Monitor application health and report issues affecting system availability or performance.
- Maintain accurate system documentation and configuration records.
Data, Reporting & Business Process Support
- Develop a working knowledge of the University's enterprise data structure and business processes.
- Assist with SQL query development, report validation, and data analysis under the guidance of the Database Administrator & Data Analytics Manager.
- Support data quality initiatives by identifying inconsistencies and assisting with data validation.
- Participate in reporting projects and develop the technical skills necessary to provide operational backup for enterprise reporting and data support.
- Learn and document key administrative processes across Admissions, Registrar, Financial Aid, Student Accounts, Finance, Human Resources, and other institutional departments.
Automation, Integrations & Projects
- Assist with monitoring enterprise system integrations and data exchange processes.
- Support API testing, workflow validation, and automation initiatives.
- Participate in software implementations, upgrades, testing, and project activities.
- Identify opportunities to improve efficiency through automation and process improvements.
Documentation, Training & Knowledge Management
- Create and maintain technical documentation, user guides, knowledge base articles, and standard operating procedures.
- Assist with training faculty and staff on enterprise application functionality and best practices.
- Document solutions to recurring issues to improve consistency and reduce support response times.
- Support change management efforts by communicating system updates and enhancements.
Professional Development & Team Collaboration
- Participate in structured cross-training with senior Administrative Systems staff to develop expertise in enterprise applications, SQL, reporting, database concepts, and automation.
- Collaborate with the Assistant Director, Database Administrator & Data Analytics Manager, ITS staff, campus departments, and technology vendors to support institutional objectives.
- Stay current on higher education technology trends and participate in professional development opportunities.
- Attend and participate in chapel services as required, supporting the University’s mission and contributing to the spiritual life of the campus community.
- Perform other duties as assigned.
QUALIFICATIONS:
The successful candidate will demonstrate a strong aptitude for learning enterprise technology, excellent analytical and problem-solving skills, and a commitment to providing exceptional customer service. The ideal candidate is curious, self-motivated, and interested in developing expertise in enterprise applications, data management, automation, and higher education technology.
Required Qualifications
- Strong analytical, troubleshooting, and critical thinking skills.
- Excellent written, verbal, and interpersonal communication skills.
- Strong organizational skills with attention to detail and accuracy.
- Demonstrated ability to learn new software applications and technical concepts quickly.
- Ability to prioritize multiple tasks while maintaining excellent customer service.
- Ability to work independently while collaborating effectively as part of a team.
- Commitment to maintaining confidentiality and protecting sensitive institutional data.
- Alignment with the mission and values of Mid-America Christian University.
Preferred Qualifications
- Experience supporting enterprise software, ERP systems, Student Information Systems (SIS), or other business applications.
- Basic understanding of relational databases and SQL concepts.
- Familiarity with Microsoft Power Platform, Power BI, or workflow automation tools.
- Exposure to APIs, data integrations, or systems administration.
- Experience working in higher education or another customer-focused technology environment.
- Familiarity with Jenzabar EX, JICS, or comparable ERP systems.
- Experience using help desk or ticket management systems.
- Knowledge of FERPA or other data privacy regulations is preferred.
EDUCATION and/or EXPERIENCE:
- Bachelor's degree in Information Systems, Computer Science, Information Technology, Business Administration, Data Analytics, or a related field required.
- Equivalent combinations of education and relevant experience may be considered.
- One (1) to three (3) years of experience supporting enterprise applications, business systems, information technology, customer support, or a related technical field is preferred.
- Recent graduates with strong technical aptitude, relevant internships, or comparable work experience are encouraged to apply.
- Experience supporting ERP, Student Information Systems (SIS), CRM platforms, or other enterprise software is preferred.
- Basic experience with SQL, reporting tools, or business process analysis is preferred.
- Experience in higher education or other mission-driven organizations is desirable but not required.
COMPUTER SKILLS:
Required
Working knowledge of:
- Microsoft Office 365 (Word, Excel, Outlook, Teams)
- Google Workspace
- Windows operating systems
- Basic computer hardware and software troubleshooting
- Help desk or ticket management systems
- General understanding of enterprise software and business applications
- Ability to quickly learn new software applications and technology platforms
Preferred
Experience with one or more of the following:
- Enterprise Resource Planning (ERP) or Student Information Systems (SIS)
- Jenzabar EX, JICS, or similar higher education ERP systems
- Microsoft SQL Server or basic SQL query development
- Microsoft Power Platform (Power Automate, Power Apps)
- Power BI or other reporting and analytics tools
- APIs or enterprise system integrations
- PowerShell or other scripting languages
- Application testing, software implementation, or change management tools
- Git, version control, or other software development tools (preferred but not required)
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to sit for extended periods while utilizing computer equipment. The employee must be able to move throughout campus to support departments, conduct training sessions, and participate in project meetings. The position may occasionally require lifting equipment weighing up to 25 pounds.
WORK ENVIRONMENT:
The Enterprise Systems Analyst I works primarily in a professional office environment with regular interaction across campus departments. This position requires frequent collaboration with faculty, staff, students, Information Technology Services, members of the Administrative Systems team, and third-party technology vendors to support the University's enterprise applications and business processes.
The position emphasizes customer service, teamwork, continuous learning, and professional development. The successful candidate will work closely with senior Administrative Systems staff to develop technical expertise in enterprise applications, data management, reporting, automation, and systems administration while supporting the University's mission and strategic technology initiatives.
Occasional evening or weekend work may be required to support software implementations, system upgrades, maintenance activities, or other critical technology projects. The position may also require travel between campus locations to provide user support, training, or project assistance.
