Indiana University

OVPIT/UITS 
Human Resources

The following position reporting to Clayton Nunes, Manager, Decision Support Services is being posted externally. If interested, you must apply online at
Refer to job number #11718.

EDSS HelpDesk User Support Specialist - PA2IT

Under very minimal supervision, provide a high level of end-user customer support and training for the Indiana University enterprise business intelligence and reporting environments delivered by the Enterprise Decision Support Services (EDSS) team. Components of the enterprise business intelligence and reporting environments at IU include web-based business intelligence portals (Consolidated Business Intelligence (CBI) and IU Information Environment (IUIE)), an Oracle/Linux-based enterprise data warehouse, SQL Server Analysis Server cubes, reporting/analysis tools, including the Microsoft BI tool stack, Tableau, BIRT, and Perl, and application of data security determined by the IU Committee of Data Stewards. Provide direct user consultation, including complex technical troubleshooting at application, database, or data security levels. Provide a high level of customer service to all users of the EDSS services ensuring timely, courteous and accurate responses to problems reported. Analyze customer requests and support issues to provide feedback into long-term development changes with focus on continuously enhancing product and configurations to meet business needs. Develop consulting and training documentation for delivering support to EDSS customers. Provide training and information through presentations and informal communications to users, departments and internal staff. Execute walk-throughs of recommended system functionality and prototypes with business users in individual or small group settings as needed. Prepare internal and external documentation. Ensure uniform documentation presentation and content structure including, but not limited to, online documentation and printable user manuals.

Participate in application and software release testing, potentially including usability considerations, authoring user-testing documentation, recruiting and directing user testing. Develop test cases, document results and assist with action plan to mitigate results.

Qualifications:
REQUIRED: Bachelor's degree in analytic or computer related field. Combinations of related education and experience will be considered. One year practical experience providing technical customer support. Demonstrable experience in analyzing complex problems and producing concrete, actionable solutions. Experience in a UNIX environment.

Excellent oral, written and listening skills. Ability to interpret needs and communicate with customers from both technical and non-technical backgrounds. Basic database understanding and knowledge. Must exhibit a high level of interest and competence in customer service and technical trouble shooting. Background must demonstrate the ability to operate effectively as a member of a team within a complex, dynamic environment.

Preferred: Bachelor's degree in analytic or computer related field. Combinations of related education and experience will be considered. One year practical experience providing technical customer support. Demonstrable experience in analyzing complex problems and producing concrete, actionable solutions. Experience in a UNIX environment. Excellent oral, written and listening skills. Ability to interpret needs and communicate with customers from both technical and non-technical backgrounds. Basic database understanding and knowledge. Must exhibit a high level of interest and competence in customer service and technical trouble shooting. Background must demonstrate the ability to operate effectively as a member of a team within a complex, dynamic environment.

Indiana University is an equal employment opportunity/equal access/affirmative action employer and a provider of ADA services.