IT Systems Configuration and Programming Analyst

The IT Systems Configuration and Programming Analyst works closely with customers, business analysts, team members, and vendors to provide full life-cycle management, including planning, designing, configuring, documenting, testing, implementing, maintaining, supporting, and retiring, of contact center solutions that meet business and organizational standards, constraints, and requirements., * Manage assigned contact center applications and service deployments through the full life cycle in accordance with relevant policies, standards, regulations, laws, and best practices.

• Monitor contact center applications for performance, integrity, and security in accordance with relevant policies, standards, laws, and best practices.
• Plan, install, configure, and maintain necessary production and non-production environments related to contact center applications on workstations.
• Monitor for upgrades, patches, updates, installs, and keeps version software current on production and test environments.
• Maintain and use testing and validation processes to assure integrity and stability of software applications.
• Work within the change management process for all configuration changes to software applications and related environments.
• Work with customers and OIT colleagues to maintain documentation for software applications such as Service Level Agreements, Memos of Understanding, Service Definitions, Run Books, and Playbooks.
• Work with OIT colleagues to facilitate and coordinate resources needed to support the software applications including servers, network, firewall, database, identity, monitoring, backup, security, project management, architecture, and communication.
• Monitor financial costs of operating software applications including those related to operational and backup resources.

Communication and Collaboration

• Provide project communication with customer, management, and project management office for the purpose of having a common understanding of project results and goals.

Incident Response and Support

• Resolve customer reported applications issues.
• Work with vendors to correct software defects by installing fixes or managing user expectations of product use.

Other duties as assigned

Do you have experience in Telecommunication?, Do you have a High school diploma or GED?, * High school diploma.

• Two (2) years of related contact center management work experience, or two (2) years of any equivalent combination of education, experience, and training.

Preferred Qualifications

• Bachelor’s Degree with coursework in computing or information systems.
• Two (2) years of related contact center management work experience.

Knowledge, Skills and Abilities

• Knowledge of principles of computing, telecommunications, networks, hardware, software and operating systems.
• Ability to install, configure, integrate, and manage software application in an enterprise environment.
• Strong skill in analyzing and solving complex computing problems.
• Strong customer centric approach.
• Ability to explain technical matters to non-technical people.
• Good understanding of business process and related information management issues.
• Ability to communicate and work well in a team environment., * * What is the highest level of education attained?
• GED
• High School Diploma
• Associate’s Degree
• Bachelor’s Degree
• Master’s Degree

• PhD or equivalent

• • How many years of professional experience do you have in the related field?
• None/less than 2 years
• 2 to 3 years
• 4 to 5 years

• 6 years or more

• • How many years of experience do you have working in higher education?
• None/less than 1 year
• 2 to 3 years
• 4 to 5 years

• 6 years or more

• • How many years of hands-on experience with application development and support do you have?
• None
• Less than 2 years
• 2 to 3 years
• 4 to 5 years

• 6 years or more

• • What is your skill level with PC applications, desktop, laptops, and relevant software application? (Proficient is the highest skill level)
• No skills/Basic
• Intermediate
• Advanced
• Proficient

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off, Salary is commensurate based on qualifications and relevant experience., Yes Benefits at UTA We are proud to offer a comprehensive benefits package to all our employees at the University. https://www.uta.edu/hr/employee-benefits

To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link: https://resources.uta.edu/hr/services/records/compensation-tools.php CBC Requirement It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University. This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks. EEO Statement It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy., * * Please indicate whether you have completed any UTA Leadership Development programs.

• Aspiring Leaders Program
• MavsSupervisor Success Program
• MavsManager Foundations Program
• Leading People Credential (completion grants supervisory experience credit for internal entry-level supervisory roles)
• None of the above

The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times’ “Best for Vets: Colleges” and is the top university in North Texas for its graduates’ salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 - including leaders at many of the 24 Fortune 500 companies headquartered in North Texas - UTA contributes an estimated $29 billion annually to the Texas economy.

UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university’s strategic growth and commitment to serving the broader community. Furthermore, UTA has launched the RISE 100 initiative, aiming to recruit 100 new tenure-system faculty to strengthen its research enterprise and leadership in key academic areas. Learn more at https://www.uta.edu/administration/president/strategic-plan/rise100.

This is an exciting time to join UTA and contribute to its bold vision for the future.