Job Description

Brief Summary of Work for this Position
This position provides a high level of technical support (documentation, troubleshooting, development, testing, implementation and analysis) for Commercial Enterprise applications and interfaces, which deliver IT tools and support business functions across UNCW.

Responsibilities include:
Manages or serves on one or more projects
Formulates and develops plans and documents required steps to achieve stated requirements
Reviews plans with management/peers
Adheres to all UNCW polices on information security and confidentiality
Ensures that clients are kept informed of all system updates; and updates are fully tested before going live
Updates documentation to reflect any resulting changes in systems, departmental procedures or policies.

Examples of Enterprise systems supported:
ITSM and workflow solutions (TeamDynamix)
Application and process scheduling/automation (Broadcom Applications Manager)
Document management/imaging (Perceptive Content, DocuSign)
Telecommunication management (Calero/Telesoft)
Web portals (SharePoint)

Work schedule may include some after hours and weekend assignments for scheduled maintenance windows or software troubleshooting.
Minimum Education and Experience Requirements
Bachelor’s degree in Information Technology or closely related degree from an appropriately accredited institution or an equivalent combination of education and experience
Demonstrated ability to successfully provide administration, support, and upgrades of enterprise applications through their life cycle
Demonstrated proficiency in Oracle PL/SQL and/or MS SQL T-SQL such as writing SQL queries, Oracle packages, functions, procedures, and creating tables and views
Demonstrated ability to create scripts in Windows and/or Linux operating systems such bash shell scripts to executes other programs, pass parameters, manipulate files, etc.
Demonstrated ability to resolve complex technical issues in an enterprise systems environment
Demonstrated analytical and communication skills with colleagues and clients.
Demonstrated ability to understand client requirements and develop suitable software solutions
Demonstrated ability to successfully manage project workload and multiple service tickets across several software solutions
Preferred Education, Knowledge, Skills & Experience
Enterprise systems maintenance experience for systems UNCW utilizes
Meets technical proficiencies
Development skills experience
Business Process improvement experience
Required Certifications or Licensures
Primary Purpose of Organizational Unit
The Department of Enterprise Systems Support is a part of Information Technology Services (ITS) of the University of North Carolina Wilmington. ITS is an innovative organization committed to providing a technologically progressive environment for students, faculty and staff. The Department of Enterprise Systems Support is responsible for systems analysis, design, programming, and support for enterprise and vendor applications.

The Department of ESS provides:
Innovative, stable, cost effective and secure technical support and maintenance of enterprise solutions to the campus community
Day to day support for production applications and systems
Timely implementation of upgrades and releases
Development and analysis to support the operational requirements and mandates for production applications and systems
User access for production applications