Additional Info

Monitor and assist in the setup of automated processes, monthly schedules, output management access/reporting, and client notifications including job streams managed within IBM IWS Workload Scheduler and documents processed through Systemware Content Cloud. Troubleshoot job abends, output management scheduling issues, and processing errors. Interact with the end-user community to understand requirements and service enhancements. Assist customers with business process improvements. Provide status information for application performance and project updates. Provide guidance and insight to leadership to meet business objectives.

Create, organize, and maintain subject area documentation for the PSOM team and external users including operational guides and user references for IBM IWS Workload Scheduler and Systemware Content Cloud with validation that documentation meets user needs. Provide user training upon request. Provide assistance and support to PSOM projects.

Assist in the administration and monitoring of PSOM application infrastructure, including IBM IWS Workload Scheduler and Systemware Content Cloud. Support capacity and performance monitoring efforts to ensure continued, uninterrupted operation and desired quality of service. Participate in the scheduled on-call rotation; respond to after-hours incidents and service alerts in accordance with established service level agreements.

The Support Analyst serves as a first-line point of contact for incoming help desk requests and incidents, providing timely and professional customer support through the ITD TDX Support system. Responsibilities include monitoring and triaging support tickets, gathering and documenting relevant information, resolving routine issues when possible, and accurately routing or escalating tickets to appropriate technical teams for further resolution. This position requires strong communication, organizational, and problem-solving skills to ensure requests are handled efficiently, tracked appropriately, and resolved in accordance with established service standards and support procedures.

Assist application development groups and work with vendors, as needed, in support of system performance, technical inquiries, or application upgrades related to PSOM systems including IBM IWS and Systemware Content Cloud.

Other duties as assigned.

This position requires:

• Strong time management skills and the ability to work with multiple priorities simultaneously
• Excellent organizational skills and competence working as a member of an enterprise team, demonstrating exceptional research and analytical skills
• Excellent interpersonal, verbal, and written communication skills with attention to detail
• Ability to deal with complex concepts and multi-faceted technical details
• Business ERP system background and knowledge of production job scheduling, printing, and output management principles
• Working knowledge of or ability to learn IBM IWS Workload Scheduler and Systemware Content Cloud
• Knowledge of Windows and Unix/Linux environments
• Ability to work directly with vendors and their documentation to properly configure and maintain scheduling and output management systems
• Experience with software application support, including ensuring optimal functionality, resolving technical challenges, installing patches/upgrades, and maintaining technical documentation and training materials
• General knowledge and awareness of business processes across functional areas
• Must be a fast, self-starter with the ability to work in an IT office environment and manage competing priorities independently

The position requires in-depth analysis of business processes and potential technical solutions at both high and project levels. Some decisions must be made quickly to meet aggressive customer demands while maintaining production job scheduling flow and service timelines. Decisions require gathering and reviewing information from multiple sources and performing analysis within the limits of standard operating policies and procedures.

The success of PSOM application support in delivering information for communication and decision-making purposes is vital to the University of Nebraska. Errors in work performed may result in university systems being detrimentally impacted and/or disabled, potentially affecting several thousand online business and academic system end-users.

The ability to establish credibility at all levels within the organization and build problem-solving partnerships with multiple clients and colleagues is essential. The PSOM Analyst collaborates with technical and functional team members, departmental peers, campus stakeholders, and other staff to assess resources and meet PSOM business expectations. Regular, clear, and prompt communication both verbal and written with technical and business administration audiences is required.

General direction from supervisor through review of completed tasks. The incumbent establishes their own work schedule to achieve program objectives and makes recommendations to the supervisor regarding efficient functioning of the PSOM landscape.

No

Office

Operation of standard office and computer equipment