Systems Support Analyst I

About Us

Middle Georgia State University (MGA), a multi-campus, baccalaureate and graduate degree-granting public institution, is the most affordable public state university in Georgia. MGA has five campuses-Macon, Cochran, Dublin, Eastman, and Warner Robins, all located in central Georgia-and global outreach through its fully-online campus. Its enrollment of 8,400 students is largely comprised of students from most of Georgias 159 counties. The University has six academic schools, including Georgias flagship aviation program, that support its mission to educate and graduate inspired, lifelong learners whose scholarship and careers enhance the state.

Job Summary

The Student Support Analyst I plays a critical role in supporting institutional applications and platforms used by students and staff. This position involves programming, technical support, and systems management across platforms such as Banner, Salesforce, and web-based applications. The Analyst ensures smooth operation, security, and user satisfaction through proactive development and responsive support.

Responsibilities

Application Development and Maintenance (45%) -

Design, develop, test, and maintain programs, scripts, and reports supporting Banner and related institutional applications.

Work with functional users to gather requirements and translate business needs into effective technical solutions.

Modify and maintain existing applications and processes to improve efficiency, reliability, and performance.

Develop and maintain interfaces between Banner and third-party systems.

Assist with testing, troubleshooting, and implementation of application enhancements and upgrades.

Maintain documentation for developed programs, scripts, interfaces, and processes.

End-User Technical and Functional Support (25%) -

Provide technical and functional support for Banner and related applications.

Troubleshoot and resolve system issues reported by faculty, staff, and students.

Assist users with system navigation, business processes, and application functionality.

Collaborate with Information Technology staff and functional departments to resolve application and data-related issues.

Contribute to the development and maintenance of support documentation and knowledge resources.

Data Maintenance and System Integration Support (10%) -

Perform data maintenance activities within Banner and associated systems.

Validate data accuracy and integrity through auditing and testing procedures.

Support integration activities between institutional applications and external vendors.

Assist in evaluating and testing third-party software updates and enhancements.

Administrative Support and Documentation (10%) -

Create and maintain technical documentation, including system configurations, support procedures, and change management records in alignment with ITIL 4 practices.

Participate in incident, problem, and change management processes, ensuring timely resolution and accurate reporting.

Assist in service request fulfillment and contribute to continual service improvement initiatives.

Maintain records of service-level agreements (SLAs), performance metrics, and compliance reports.

Support administrative tasks such as meeting coordination, reporting, and inventory tracking, and perform other duties as assigned.

Research and Technology Improvement (10%) -

Investigate emerging technologies, tools, and methodologies that may improve enterprise application support and operational efficiency.

Participate in testing and evaluation of software upgrades and new technologies.

Recommend improvements to business processes, system functionality, and support practices

Support continuous improvement initiatives within Enterprise Information Systems.

Required Qualifications

Educational Requirements

Bachelors degree in Computer Science, Information Technology, Cybersecurity, Business, or related fields from an accredited institution required.

Preferred Qualifications

Additional Preferred Qualifications

Knowledge of web operations and integration of third-party platforms with institutional systems.

Ability to manage user permissions and security configurations across multiple systems.

Preferred Experience

Experience working within an ITIL 4 framework, including familiarity with incident, problem, and change management processes.

Experience supporting enterprise applications such as Banner, Salesforce, or similar platforms.

Experience with version control systems and collaborative development tools.

Knowledge, Skills, & Abilities

Minimum

Knowledge of computer programming principles and software development methodologies.

Knowledge of database concepts and relational database design.

Proficiency in SQL query development and data analysis.

Working knowledge of one or more programming languages such as Java, C, JavaScript, or PL/SQL.

Ability to troubleshoot technical and functional application issues.

Strong analytical, problem-solving, and decision-making skills.

Skill in interpersonal relations and working effectively with all user groups.

Effective oral and written communication skills.

Ability to document technical procedures and processes clearly and accurately.

Preferred

Experience supporting enterprise applications such as Banner or similar systems.

Experience programming in Java, C and PL/SQL.

Familiarity with third-party system integrations and API concepts.

Knowledge of web-based applications and web technologies.

Experience with version control systems and collaborative development tools.

Understanding of basic system security principles and user access management.

Familiarity with IT service management practices and ticketing systems.

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Institutional Values

Middle Georgia State University is committed to four core values in what we do and represent: CORE VALUES: Stewardship - Engagement - Adaptability - Learning

Equal Employment Opportunity

Middle Georgia State University is committed to ensuring a safe learning environment that supports the dignity of all members of the University community. Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia (USG) and Middle Georgia State University. Pursuant to Board of Regents Policy Section 6.6 , federal and state laws and regulations, and our vision, mission, and values, Middle Georgia State University prohibits discrimination on the basis of an individuals age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any USG program or activity because of the individuals protected status; nor shall any individual be given preferential treatment because of the individuals protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.

Other Information

This is a full-time, 12-month, exempt (salaried) staff position and includes a comprehensive benefits package. Benefits include:

• Health insurance
• Dental
• Vision
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Life Insurance
• Sick Leave
• Vacation Leave
• Parental Leave
• Retirement
• Employee discounts
• Tuition reimbursement

Background Check

Employment offer is contingent upon completing a background investigation, including a criminal background check demonstrating your employment eligibility with MGA, as determined by MGA in its sole discretion, confirmation of the credentials and employment history reflected in your application material, and, if applicable, a satisfactory credit check.