Overview
The Enterprise Systems Support Analyst role at the University of Limerick focuses on maintaining, optimising and supporting the institution's enterprise systems. These systems span multiple departments and are critical to operations. The role is centered on ensuring seamless operation and aligning systems with business objectives, including system maintenance and troubleshooting, user support, process optimisation, configuration and upgrades, and data management.
JOB PURPOSE: The Enterprise Solutions team provides application and end user support to enterprise systems across the University. As a member of the Enterprise Solutions team, the Enterprise Systems Support role serves as a functional and technical bridge between end users, various service departments, the IT Division and various suppliers. The role is central to maintaining operational integrity and efficiency of enterprise systems and processes. The role requires a balance of technical expertise and problem-solving skills and offers second and third level support of the University’s enterprise systems.
Key Accountabilities
* Provide timely technical support for enterprise systems, addressing user inquiries and resolving system issues efficiently.
* Diagnose, analyse, and troubleshoot application problems, identify root causes, and implement solutions to minimise downtime.
* Monitor system performance, applying patches and updates to ensure optimal operation.
* Escalate complex issues to internal teams or vendors, ensuring resolution and follow-through.
* Assist end-users by offering guidance, troubleshooting, and training on system functionalities.
* Develop and maintain comprehensive user documentation and self-service guides.
* Conduct training sessions for new hires and when major system changes are introduced.
* Coordinate system upgrades and enhancements in collaboration with IT and business teams.
* Perform thorough testing of system changes in controlled environments prior to deployment.
* Plan and execute system migrations and enhancements with minimal user disruption.
* Liaise with vendors to implement patches, releases, and customizations.
* Work with IT security to ensure system data is protected and compliant with security standards.
* Manage and monitor user access permissions to ensure appropriate security levels.
* Support the implementation of system integration solutions across platforms.
* Identify opportunities to automate processes using scripting or built-in system tools.
* Generate and analyse data reports to support decision-making and ad-hoc reporting needs.
* Log, track, and prioritise incidents and service requests in the ticketing system.
* Coordinate and manage change requests, ensuring proper scoping, testing, and implementation.
* Communicate proactively with stakeholders regarding system outages, maintenance, or incidents.
* Prepare documentation and reports to support internal and external audit requirements.
* Address audit findings by coordinating corrective actions with relevant teams.
Knowledge, Functional Skills, Experience & Qualifications
Knowledge
* Strong understanding of client-server architecture and its role in enterprise applications - Essential
* Good knowledge of application support, including administration and troubleshooting in a Windows environment - Essential
* Experience in cloud-based application support - Essential
* Knowledge of disaster recovery planning and implementation, across a range of applications - Essential
* Familiarity with user management and administrative tasks for both on-premises and cloud systems - Essential
* Understanding of SQL for querying and resolving database-related issues within applications - Essential
* Familiarity with ITIL service management principles for incident, problem, and change management - Desirable
* Understanding of system integrations between ERP and other systems - Desirable
Functional/Work-based Skills
* Proficiency in supporting enterprise applications, including user support and troubleshooting. - Essential
* Ability to manage and monitor application services in both on-premises and cloud environments - Essential
* Strong problem-solving skills, particularly for client-server architecture issues - Essential
* Experience in managing application incidents and working with external vendors to resolve issues - Essential
* Ability to perform basic administration tasks, such as managing application users and ensuring system availability - Essential
* Effective communication skills to work with end users, IT teams, and third-party vendors - Essential
* Ability to work on own initiative or within a team - Essential
* Ability to prioritise and manage incidents, escalations, and service requests - Essential
* Ability to use initiative and learn new skills - Essential
* Strong focus on user experience and customer satisfaction - Essential
* Scripting or automation experience to streamline administrative tasks within systems - Desirable
* Experience with reporting tools and how they integrate with applications systems - Desirable
* Strong ability to document processes, troubleshooting steps, and solutions for future reference – Desirable
Experience
* 3+ years of experience in application support roles - Essential
* Experience supporting on-premises systems, including end-user and technical troubleshooting - Essential
* Experience working with cloud-based applications - Essential
* Hands-on experience with incident management, troubleshooting, and working with vendors for technical support - Essential
* Experience working with other teams like developers, infrastructure, and network engineers to resolve complex issues - Essential
* Experience in server management and basic system administration - Desirable
* Experience with assisting or overseeing application deployments, updates, or migrations – Desirable
Qualifications
* A primary degree in a relevant subject or substantial relevant IT experience in one or more large organisations - Essential
* Certifications related to IT service management. (e.g. ITIL) - Desirable
* Certifications in finance systems or other technologies, such as Microsoft, Linux, or Oracle - Desirable
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Higher Education, IT Services and IT Consulting, and IT System Data Services
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