Overview

Job Location:
Foothills Lab Anthes Building

Location: Boulder, CO.

Application Deadline: This position will be opened until filled.

Relocation: No relocation assistance is available for this position.
Eligible for remote work as an out of state applicant.
Work Authorization: UCAR/NCAR will not sponsor a work visa (e.g., J-1, H1-B, etc.) for this position.

Hiring Salary Range: $52,056 – $65,070
Full Salary Range: $52,056 – $84,591
Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Benefits: UCAR affirms its continuing commitment to developing, providing, and administering its employee benefit programs with due consideration for equal employment opportunity and diversity guidelines.

UCAR’s rich package of employee benefits includes medical, dental, vision, education assistance, retirement, and life insurance. UCAR offers a variety of programs designed to assist with work-life balance including flexible work alternatives, paid time off and 14 weeks of paid parental leave.

All employees hired by UCAR must comply with UCAR’s Covid-19 Vaccination Policy and safety protocols.

Where You Will Work:

Located in Boulder, Colorado, University Corporation for Atmospheric Research (UCAR) serves and participates in a collaborative community of researchers and educators who are dedicated to understanding the atmosphere — the air around us — and the complex processes that make up the Earth system, from the ocean floor to the Sun’s core. UCAR manages the National Center for Atmospheric Research (NCAR) on behalf of the National Science Foundation and the university community.

What You Will Do:

The Application Support Specialist interacts with a wide array of stakeholders via phone, email, service desk applications, and in-person interactions to support the effective use of Operations business applications and services. The Application Support Specialist responds directly to provide technical assistance, fulfill routine support requests, and resolve routine (Tier 1) issues. The position also contributes to the development of application documentation, training resources, and knowledge bases. 

 

Application support covers extensive procedures across multiple dimensions, including incident, request, and problem management, and recommending changes or new configurations to assist staff in achieving organizational goals. The Application Support Specialist works closely with members of cross-functional teams to research, understand, and remediate reported stakeholder issues in a timely and professional manner by troubleshooting problems, interpreting policies, and providing technical assistance. 

 

Application Support: 

Provides technical assistance, end-user support, and triages reported issues for a portfolio of business and administrative applications and services.  Resolves routine problems and determines the appropriate resource for escalation and resolution of more complex (tier 2 and tier 3) issues:  

 

  • Develops and maintains basic proficiency in core business and administrative applications, including, but not limited to Human Capital Management (Workday), Source-to-Pay (JAGGAER), Travel and Expense (SAP Concur), and IFAS (Financial Management), as well as the related policies and procedures.

  • Responds to inquiries and reported incidents from staff and external vendors utilizing phone, email, chat, fax, service desk tools, and other communication methods. Refers staff to published training materials, policies and procedures, secondary sources, or more senior staff. Escalates questions specific to policies and procedures to the appropriate line office ensuring end-users know who will respond to their request.

  • Performs technical troubleshooting and data analysis to triage workflow, user permissions, and other problem reports. 

  • Utilizes the help desk ticketing system (Jira) to document internal and external correspondence for incident resolution including troubleshooting steps, solutions, action plans, and best practices identified by resolving staff issues. Creates and/or updates knowledge base articles to reflect current configurations and common issues as needed.

  • Works with stakeholders, senior analysts, and functional managers to recommend and develop improvements to system configurations. May participate in analyzing or testing technical configuration and workflows changes for client systems to perform in-depth technical troubleshooting and alternative approaches. 

  • Maintains and delivers routine performance management metrics, documentation, and instructions/training materials on service-related processes and issue resolution activities.

Documentation and Training

Assists the IT Change Management Lead and IT Cloud Solutions Analysts in:

  • Ensuring learning resources are accurate and easy to understand;

  • Identifying additional topics of learning and areas/individuals in need of training opportunities; and,

  • Developing and maintaining basic learning resources for supported applications- including applications guides and flowcharts and/or instructional materials in print, digital, and video formats. 

What You Will Need:

Knowledge/Skills/Abilities

  • Strong technical aptitude, including a solid understanding of basic information technology concepts, including transaction processing, business process and workflow management, system interfaces, data management, and user access permissions.

  • Demonstrated ability to learn complex business applications.

  • Exceptional customer service orientation and commitment.

  • Excellent verbal and written communication skills, including technical writing. Good presentation skills preferred.

  • Excellent interpersonal/relationship management skills; proven ability to work with a variety of colleagues at all levels of the organization, as well as vendors and sponsor organizations.

  • Excellent analytical and problem-solving skills. 

  • Experience with incident troubleshooting and escalation.

  • Experience working with Jira or other service desk applications.

  • Ability to prioritize, organize, and coordinate simultaneous tasks/projects. Excellent organizational skills demonstrated by managing multiple priorities.

  • Ability to quickly learn information, perform well under pressure, and quickly resolve issues, including multiple concurrent tasks.

  • Ability to work as a team member, as well as independently.

  • Proficient in Excel, Word, Google Apps and strong computer navigation skills and PC knowledge.

  • Basic knowledge of training techniques and instructional methods specific to the implementation and adoption of new, modern technical business solutions.

  • The ability to maintain effective working relationships to deliver a high level of customer service for all levels of staff. 

 

Education & Experience

Minimum Requirements

  • Bachelor’s degree in computer science, business, or a related field, or an equivalent combination of education and experience.

  • Minimum of 3 years experience in providing support and documentation for complex business and financial applications

Desired Skills or Experience: 

  • Experience providing support for Workday Human Capital Management, SAP Concur Expense, and/or JAGGAER Source to Pay applications

  • Experience training adult learners 

  • Experience working for a government or government-funded organization

Other Requirements:

Risk-based position:  Pre-employment screenings and background checks are conducted in conjunction with an offer for employment into risk-based positions. This screening may involve verifying or reviewing any of the following relevant information: restricted parties screening, employment verification, education verification, reference checks, verification of professional licenses, certifications, and Motor Vehicle Records. Risk-based positions require pre-employment screening, a criminal background check, and Sex Offender Registry screening (for positions working with vulnerable populations). UCAR complies with the Fair Credit Reporting Act (FCRA).    

The University Corporation for Atmospheric Research (UCAR) is an equal opportunity/equal access/affirmative action employer that strives to develop and maintain a diverse workforce. UCAR is committed to providing equal opportunity for all employees and applicants for employment and does not discriminate on the basis of race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy. 

Whatever your intersection of identities, you are welcome at the University Corporation for Atmospheric Research (UCAR). We are committed to inclusivity and promoting an equitable environment that values and respects the uniqueness of all members of our organization.

The University Corporation for Atmospheric Research (UCAR) is an equal opportunity/equal access/affirmative action employer that strives to develop and maintain a diverse workforce. UCAR is committed to providing equal opportunity for all employees and applicants for employment and does not discriminate on the basis of race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy. 

Whatever your intersection of identities, you are welcome at the University Corporation for Atmospheric Research (UCAR). We are committed to inclusivity and promoting an equitable environment that values and respects the uniqueness of all members of our organization.