About us

The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

• Complete insurance coverage options, including medical, dental, vision and more
• State retirement plans, as well as 403b and 457b retirement plan options
• Paid holidays (10 fixed and 3 floating)
• Generous paid time off
• Tuition Assistance Program
• Professional development opportunities
• Wellbeing initiatives
• Employee discounts and perks
• Life insurance
• Disability insurance
• Pet insurance
• Health savings accounts
• Flexible spending accounts
• Employee assistance program

GeorgiaBEST (Banner Enhanced System Team) is responsible for supporting, maintaining and delivering innovative technology solutions through centrally managed applications to meet the administrative and student-focused needs of the University System of Georgia (USG) institutions.

GeorgiaBEST successfully and seamlessly supports critical core functions such as admissions, registration, financial aid, grade reporting, student billing and refunding as well as provisioning integrations with other critical USG services.

Location

Information Technology Services (ITS)

2500 Daniells Bridge Road Athens, GA 30606

Job Summary

This is an advanced entry level position responsible for assisting with analysis of business problems and assessing how information systems can be utilized to address them. The position assists in the collection and analysis of data and helps provide quality analytics to researchers and decision makers within the higher education system in support of business/data solutions.

This position provides support to Registrars and Admissions Officers (and their activities) across the University System of Georgia. The position supports customer operations and service management (with a focused partnership to support the overall health and success of our customers – USG Institutions).

Responsibilities

Customer Service

• Maintain a consistent, high quality, customer-focused orientation when developing and supporting services for both internal and external users.
• Treat customers, staff and co-workers with respect, courtesy and tact; listen well and maintain a professional relationship.
• Communicate with customers and obtain all required information necessary to determine and address their specific needs; tactfully explain how organizational computer system functions apply to them.
• Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems and questions.

Communications

• Requires good interpersonal communication skills to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Good written communication skills are also required for writing reports and business correspondence.

• Provides functional support to end users on Student Information System and multiple application system modules.
• Assists with integration of various application systems.
• Works with other subject matter experts to support the integration of various application systems between multiple core application systems.
• Troubleshoot and resolve application issues requiring high level business expertise.
• Provide 24/7 on-call rotational support of applications.
• Participate in the implementation of appropriate testing strategy and prepare resulting test cases and scenarios.
• Perform system testing and assist with Institutional constituents in user acceptance testing as applicable.
• Provide content and identify areas that require change for end user documentation (i.e. Business Process, training, Known issues, release notes, etc.).
• Ensure requirements are defined for any changes.
• Analyze impact of changes and resolve any conflicts.
• Assists in developing and delivering end user training.
• Creates and updates end user documentation.
• Acts as a liaison to vendors.
• Assists in identifying areas of in need of improvement or refinement; assists in the design and development of solutions.
• Collaborates with various departments to develop custom solutions, fixes and patches.
• Assists in designing scalable solutions to support collaborative operations.
• Prepares a variety of system reports.
• Attends and participates in relevant training seminars as permitted by workload and budget constraints.
• Performs related duties as assigned.

Required Qualifications

• Baccalaureate degree required.
• Over one year of related experience required.
• Or equivalent combination of education and experience.

Preferred Qualifications

• Knowledge of and experience with federal and state laws, rules and regulations impacting higher education.
• Knowledge of USG business procedures and best practices.
• Knowledge of software development lifecycles and approaches (including, but not limited to functional testing procedures).
• Knowledge of Accounts Receivable (Bursar), Admissions, Financial Aid, and Registrar processes and procedures.
• Skill in reporting and data analysis.
• Experience in student information systems software (Banner), performance analytics, continuous improvement practices, ITIL, Microsoft Office applications, and other relevant technologies.
• Experience in composing requirements gathering and specification documentation.
• Demonstrate excellent interpersonal skills, including tact, diplomacy, and flexibility to work with faculty, executive administrators, staff, students and external stakeholders.
• Exhibit a positive, professional, solutions-oriented attitude, a drive for excellence, and ability to be a team player in a pressured and fast-paced environment.
• Exposure to project management skills within complex functional and technical systems.
• Experience working in collaborative projects where multiple groups are engaged independently to contribute to overall project goals.
• Experience in managing and carrying out multiple projects and tasks simultaneously to meet deadlines.
• Demonstrated follow-up, coordination, and effective problem resolution skills.
• Excellent organization skills, self-directed, and naturally collaborative in nature for solution design and problem resolution.
• Ability to apply business knowledge and practical experience to the identification, analysis, root cause and resolution process.
• Ability to follow instructions furnished in verbal and written formats.
• Ability to effectively work in a faced-past environment, and prioritize tasks in alignment with the priorities of the organization.
• Ability to adapt quickly and work in a highly changeable work environment.
• Ability to respond professionally and diplomatically to sensitive and critical information/issues.
• Ability to work independently and in collaborative group settings.
• Ability to communicate efficiently and effectively both verbally and in writing.
• Ability to present information in an engaging, professional and effective manner.

Knowledge, Skills, & Abilities

Hiring salary is $53,037.00, commensurate with education and experience (skill set).

Other Information

• Must be able to travel to various locations within the state of Georgia in support of institutions, attending meetings, conference, and etc.
• May require occasional out of state travel.
• Must be able to work on a schedule that includes nights, weekends, or holidays when required to address escalated issues.
• Ability to work productively in an open space environment utilizing telephones and computers, with cubicle desks and moderate-to-occasional escalated noise levels.

The University System Office is an equal employment, equal access, and equal educational opportunity, and affirmative action institution. It is the policy of the University System Office to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).

For questions or more detailed information regarding this policy please contact the University System Office Human Resources at 404.962.3242. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.