Assistant Manager, IT Support

• 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 Support 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.

• 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 conversion and software implementations.
• Excellent skill with Excel is required, and must have the ability to write and perform SQL queries and commands., Northern Arizona University requires satisfactory results for the following: a criminal background investigation, an employment history verification and a degree verification (in some cases) prior to employment. You may also be required to complete a fingerprint background check. Also, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees’ right to work in the United States.

Salary range begins at $77,871. Annual salary commensurate with candidate’s qualifications and related experience.