Assistant Manager, IT Support

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information, please see: https://www.azjobconnection.gov/jobs/7596943
**Assistant Manager, IT Support**
Northern Arizona University
****Special Information****
This position is a remote position which allows the incumbent to
complete their work at a location other than an NAU site, campus, or
facility with or without accommodation. The incumbent may
occasionally work in a shared site, but primarily will work
elsewhere.
****About the Department/College****
NAU Information Technology Services (NAU ITS) is the university\'s
official technology department. ITS provides technology services,
products, and support for the Lumberjack community.
**About the Position**
The Education Technology Consortium provides software support and
technical services to school districts and charter schools (K-12) around
the state of Arizona. This position specifically leads the setup,
support, and training of areas tied directly to the use of the Tyler
Technologies School ERP Pro software. This position oversees the
documentation, support and training activities for clients; and
maintains records of setup specifications, training activities, user
progress, and program effectiveness. Supervises 3-4 full-time staff,
manages ROA requests, support coverage, performance reviews, and
recommends staffing changes for area.
**Responsibilities Include**
60% - User Support
Analyzes problems to find solutions that 1) preserve financial
integrity for audit purposes, 2) meet generally accepted accounting
practices, 3) follow USFR guidelines, and 4) solve the problem in
the most efficient manner, minimizing extra work on behalf of the
user and the ETC.
Responds to customer requests of high complexity that typically
require change or release management functions to be executed.
Interact with the customers in a courteous and professional manner.
Assists users with steps software requires to make ledger
adjustments and other financial adjustments to ensure accuracy.
Works with member districts on implementation of new modules. This
requires analyzing local system needs, customizing the software to
meet the requirements, testing both internally and with users for
local acceptance, preparing procedures, and training users.
Develops overall project task list for application systems analysis,
estimates and resource plans for small to medium scale projects.
Responsible for working with customers in the design, support,
maintenance, and deployment of applications.
Diagnoses and resolves complex problem management and provides
guidance to other team members. Escalates issues when necessary.
Plans for the testing of software releases. Identifies and plans for
testing requirements, ensuring that an appropriate test environment
to include the functions of supported districts and following
processes through all stages such as ensuring correct payroll, tax
reporting amounts, retirement, benefits, and posting to the general
ledger.
Reviews user documentation and communications to customers.
Ensures customer assistance, requests, and inquiries are responded
to in a timely manner and resolve any noted issue.
Coordinates with vendor to escalate and resolve programming issues.
10% - Training
Evaluates and manages requests for training in the use of the Tyler
School ERP Pro software.
Provides online and in-person training of the Tyler School ERP Pro
software.
Maintains records of training activities, user
participation/progress, and program effectiveness.
Trains IT Support Analysts and Business Analysts on department
procedures and supported software.
20% - Supervisory
Supervises all ETC Finance IT Suppo t Analyst and Business Analyst
staff.
Manages time off requests to ensure support coverage.
Evaluates performance and facilitates LIFT conversations and
reporting.
5% - Data Management
Applies a broad perspective to improve existing procedures within
the unit and, in some cases, the overall department.
Works with Application Developer to identify new tools or changes to
existing tools needed to best support clients.
5% - Other
Performs other duties as assigned.
On-call duties may be required for this position.
**Minimum Qualifications**
Bachelor\'s degree in related field.
1 year of systems support experience.
\*A combination of related education, experience, and training may be
used as an equivalent to the above Minimum Qualifications.*
**Knowledge, Skills, & Abilities**
Knowledge of education administrative systems and related business
principals such as fund accounting and generally accepted accounting
principles, practices and procedures.
Knowledge of the USFR for Arizona School Districts.
Skill in performing detailed numerical computations.
Demonstrated experience with financial software.
Experience with complex data

Work arrangement
Yes