LDA Support Operations and Site Reliability Professional (Level 1-4), Department of Technology Solutions - UT System Administration

The Support, Operations & Site Reliability Professional—IT Professional provides advanced functional and technical support for the University’s Enterprise Resource Planning (ERP) environment, including Financial Systems, Human Resources, Payroll, and Maintenance. The position independently analyzes, triages, and resolves complex service requests and trouble tickets; identifies recurring problems and root causes; and communicates timely, clear information to customers, campus stakeholders, and technical teams.

Under the direction of senior staff, this role supports medium- to large-scope ERP enhancements, integrations, quarterly releases, and operational-improvement initiatives serving a broad University user community. Key responsibilities include coordinating and executing release and user acceptance testing, documenting test results and issues, supporting issue resolution and deployment readiness, and providing direct customer assistance. The Support Professional works closely with functional stakeholders, vendors, campus partners, and technical teams to define needs, recommend solutions, improve support processes, and promote reliable, effective ERP services.

Responsibilities

SPONSORSHIP IS NOT AVAILABLE AT THIS TIME

Responsibilities include but are not limited to:

Exercises Latitude to Determine Objectives

• Supports the University’s ERP system and related applications across assigned functional areas, including Financial Systems, Human Resources, Payroll, Project Management, Maintenance, and Research.
• Exercises independent judgment in planning, prioritizing, and completing assigned work; collaborates with leadership, central offices, departmental users, and cross-functional teams to address operational needs and establish work plans.
• Serves as a liaison between technical teams and functional-area customers to elicit, analyze, validate, and communicate requirements; translates business needs into business cases and functional or technical specifications; and promotes shared understanding of proposed solutions.
• Provides direct customer support and training for new functionality; supports applications following implementation; evaluates the functional and operational impact of Oracle quarterly updates; and maintains productive working relationships with stakeholders at all organizational levels.
• Identifies opportunities for continuous improvement in business processes, ERP functionality, support operations, and service delivery. Collaborates with stakeholders to develop and implement improvements, address system deficiencies, and align solutions with institutional priorities.

ERP Functional Support and Customer Enablement

• Develops and maintains expertise in assigned ERP functional areas to support broader University business operations and enterprise application needs.
• Partners with functional-area customers and technical teams to analyze support trends, identify operational challenges, and develop actionable solutions for system issues, process gaps, and enhancement opportunities.
• Translates validated business needs into business cases, requirements definitions, process documentation, and functional design specifications; collaborates with technical staff to review and validate proposed solution designs.
• Develops comprehensive work plans for assigned enhancements, integrations, operational improvements, and problem-resolution efforts; monitors progress, identifies risks or dependencies, and communicates status and outcomes to appropriate stakeholders.
• Creates and delivers customer training, job aids, and other supporting materials for new functionality, system changes, and revised business processes.
• Provides post-implementation support for new or enhanced ERP functionality, including monitoring adoption, resolving reported issues, documenting known issues and workarounds, and recommending follow-up improvements.
• Plans and executes functional testing for Oracle quarterly updates, including development of test scenarios, identification and documentation of update impacts or defects, coordination of user acceptance testing, validation of fixes, and communication of results and release readiness.

ERP Analysis, Enhancement, and Operational Improvement

• Performs in-depth research, error correction, console monitoring, and early issue detection to identify and address potential system problems before they affect users, while identifying opportunities to enhance ERP functionality and improve University business processes.
• Researches new functionality, modules, higher-education best practices, and technology solutions that may improve ERP operations, reporting, user experience, and institutional effectiveness.
• Supports planning, implementation, and testing for new ERP functionality, modules, and system upgrades, including rollout coordination and activities designed to minimize disruption to University operations.
• Follows detailed functional and technical specifications for new functionality, data conversions, application interfaces, and related system changes.
• Develops user-focused ERP help materials and contributes technical expertise to change-management and training resources; delivers train-the-trainer and end-user training and represents the University in discussions with external vendors regarding tailored software solutions.
• Develops reports; analyzes and interprets data to identify trends, patterns, emerging issues, and areas of concern; and alerts senior staff to significant risks, problems, or opportunities for improvement.

Continues Professional Development

• Pursues professional development opportunities to maintain current knowledge of evolving technologies, ERP functionality, support practices, and higher-education industry trends.
• Participates in professional forums, user groups, training, and related communities to remain informed of ERP developments and contribute to discussions that may influence future system capabilities and service delivery.
• Performs other duties as assigned.

Identifies and initiates continuous process-improvement opportunities by collaborating with stakeholders to enhance ERP functionality, address system deficiencies, improve service delivery, and align solutions with institutional goals.

Qualifications

Successful candidate will hold an Associate's Degree and a minimum of three to five (3-5) years of applicable software support experience or equivalent combination of education and experience.

Experience to include:

• 3-5 years of related experience in systems analysis, support and troubleshooting of computing applications and systems
• Experience with applying computer technology to solve complex user and business problems and needs
• Excellent troubleshooting skills – able to define problems and offer valid resolution

Additional required qualifications include:

• Proficient in analyzing complex systems, with attention to detail and independence in execution.
• Skilled in engaging technical and non-technical staff to elicit requirements and translate them into deliverable solutions.
• Strong customer service orientation, with excellent communication and interpersonal skills to support diverse user groups.

Preferred qualifications:

• Bachelor's degree
• Oracle Fusion Cloud experience preferred. Experience providing customer support using Oracle Enterprise Resource Planning (ERP), Enterprise Performance Management (EPM), Human Capital Management (HCM), and/or Supply Chain & Manufacturing (SCM) applications, is preferred.

Additional preferred qualifications include:

• Highly motivated self- starter.
• Ability to work independently towards a defined goal.
• Self-motivation and self-discipline are key.
• Must work with others to ensure tasks are completed between project team meetings.
• Best candidates need to be goal-oriented, detail-driven, self-motivated and be able to work independently.
• Position holder must be open-minded to new ideas and technologies, and possess the ability to brainstorm with team members for the best solution to a problem.
• Possession of a positive attitude, desire to be a part of a team, and a thirst for knowledge are essential characteristics for this individual.
• Ability to work with people under demanding circumstances, while maintaining a professional, pleasant and helpful demeanor.
• Best candidates have Lean Six Sigma training and/or certification, such as Green Belt or Yellow Belt or desire to learn.

Application Process For full consideration, applications should be accompanied by a letter of interest, a resume, and three professional references. Review of applications will begin immediately.      

Benefits and Compensation Compensation for the position is budgeted for (depending on education, skills, qualifications, etc.):

Level 1 - $65,000 - $75,000 Level 2 - $75,000 - $85,000 Level 3 - $85,000 - $100,000 Level 4 - $100,000 - $115,000

The University offers a comprehensive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits and much more. Additionally, Tennessee residents do not pay a state income tax. For more information on the University of Tennessee’s benefits, visit https://hr.tennessee.edu/benefits/

The University of Tennessee System is the state’s oldest higher education institution and preeminent public university. The UT System is comprised of campuses at Knoxville, Chattanooga, Pulaski and Martin; the Health Science Center at Memphis; and the statewide Institute of Agriculture and Institute for Public Service. With a presence in each of Tennessee’s 95 counties and through the combined force of education, research and outreach, the University serves students, business and industry, schools, governments, organizations and residents statewide.