Applications Administrator, System Quality

The Application Administrator II which is similar to a Quality Assurance and Production Support role is responsible for independently ensuring the highest possible level of quality in the Center for Employee Wellness software systems, as well as the integrity of the data collected. Under general direction and with latitude for independent judgment and initiative, this role will bring experience in manual and automated testing methodologies, and will be able to independently formulate strategies to ensure quality of systems supporting the Employee Wellness Program. Production support, ensuring data feeds integrate correctly, tier 2 issue resolution, and customer interaction to resolve issues., Application quality assurance and testing

• Validate persisted data using SQL queries and other available tools. Execute manual and automated test procedures in accordance with testing plans, to ensure system quality.
• Independently perform ad-hoc testing to discover weakness that were not considered in the original design.
• Assist developers in duplicating defects.
• Proactively review messaging and website content for accuracy.
• Provide accurate, clear and concise reporting of defects found during testing.
• Re-test to ensure that all reported defects have been addressed.
• Perform regression testing to ensure that no new defects have been introduced in areas not necessarily covered by the test plan.

Production support and incident investigation

• Configure and maintain automated tasks, including data import / export, outbound messaging (email & SMS) and system maintenance, etc.
• Deliver custom report requests (ad-hoc reporting)
• Own investigation of escalated application and data issues.
• Diagnose customer-reported errors, failed processes, incorrect results, and unexpected system behavior.
• Review logs, jobs, database records, interfaces, and configuration information to identify root causes.
• Determine whether issues require data correction, configuration changes, software changes, or customer action.
• Coordinate resolution with developers, the customer-experience team, vendors, and other technical staff.
• Document findings and resolution steps so recurring problems can be handled more efficiently.
• Participate in occasional complex customer conversations when technical expertise is required.
• Create and maintain administrative and troubleshooting reports.

Troubleshooting

• Become an expert on operation of the system from the perspective of all types of users (i.e. Client, Admin, etc.)
• Provide 2nd tier support, backing up Customer Service Help Desk.
• Provide reports that will empower 1st tier support personnel.

Planning

• Research and recommend testing tools and methodologies to the team to ensure that the system developed by the team meets optimal performance metrics.
• Stay current with industry best-practices in manual and automated testing of software systems.
• Collaborate with stakeholders, management, and development team to clarify requirements for new features.
• Independently develop comprehensive test plans that will be used to prevent system defects, and ensure system quality.
• Determine boundary testing scenarios and integrate those with test plans to ensure quality of user-supplied data.
• Design develop and implement automated and manual testing procedures.
• Critically review feature requests for testability and provide feedback to stakeholders and development team.
• Communicate status of assigned tasks to team and management.
• Understand and document system configuration changes and updates.

Deployments

• Collaborate with IT team and customers regarding the best time and method for implementation of system updates and configuration changes.
• Develop deployment plans in collaboration with development team and other stakeholders as needed.
• Participate in system upgrade deployments (may be after-hours, with remote access)
• Implement server configuration changes and updates as needed.

Data Quality / Integrity Audits

• Proactively review logs to identify abnormal usage, system errors, etc.
• Monitor system performance as required.

Other duties as assigned

• High School diploma and 3 years of related experience required
• Bachelor’s degree preferred
• Or equivalent combination of education and experience
• Experience in higher education or healthcare field preferred
• Experience with interface, networking, design, and relational database technologies preferred
• Experience supporting Cloud and on premises applications preferred
• Experience with multi-tier applications employing application and web servers preferred
• Experience with project management from planning through implementation preferred
• At least 2 years experience working with Microsoft’s .NET environment, familiarity with C# and web technologies preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent verbal and written communications skills required
• Ability to work both independently and as part of a team required
• Ability to participate in on-call rotations required
• Ability to learn new technologies quickly and help team members embrace technology change preferred
• Proven track record executing multiple work streams and producing consistent results preferred
• Strong understanding of system/application administration activities preferred
• Oracle, MySQL, MS SQL or related database experience. preferred
• Solid understanding of Web Server, App Server and/or Database interactivities preferred
• Solid understanding of application infrastructure and architecture preferred
• Database management and administration experience desirable.
• Experience with SQL Server Reporting Services

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive., Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries-always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals.

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better-Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.