Job Description

Job Summary
Works closely with customers, business analysts, team members, and vendors to provide full life-cycle management, including planning, designing, configuring, documenting, testing, implementing, maintaining, supporting, and retiring, of contact center solutions, such as Genesys Pure Cloud, that meet business and organizational standards, constraints, and requirements.
Essential Duties and Responsibilities
Application and Service Management
Manage assigned software applications and service deployments through the full life cycle in accordance with relevant policies, standards, regulations, laws, and best practices.
Monitor software applications for performance, integrity, and security in accordance with relevant policies, standards, laws, and best practices.
Plan, install, configure, and maintain necessary production and non-production environments related to software applications on servers and/or workstations.
Monitor for upgrades, patches, updates, installs, and keeps version software current on production and test environments.
Maintain and use testing and validation processes to assure integrity and stability of software applications.
Work within the change management process for all configuration changes to software applications and related environments.
Work with customers and OIT colleagues to maintain documentation for software applications such as Service Level Agreements, Memos of Understanding, Service Definitions, Run Books, and Playbooks.
Work with OIT colleagues to facilitate and coordinate resources needed to support the software applications including servers, network, firewall, database, identity, monitoring, backup, security, project management, architecture, and communication.
Monitor financial costs of operating software applications including those related to operational and backup resources.
Incident Response and Support
Resolve customer reported applications issues.
Work with vendors to correct software defects by installing fixes or managing user expectations of product use.
Communication and Collaboration
Provide project communication with customer, management, and project management office for the purpose of having a common understanding of project results and goals.
Provide excellent customer service and other duties as assigned.
Knowledge, Skills, and Abilities
Knowledge of principles of computing, communications, networks, hardware, software including operating systems.
Ability to install, configure, integrate, and manage software application in an enterprise environment.
Strong skill in analyzing and solving complex computing problems.
Strong customer centric approach.
Ability to explain technical matters to non-technical people.
Good understanding of business process and related information management issues.
Ability to communicate and work well in a team environment.
Required Qualifications
Bachelor’s Degree with coursework in computing or information systems.
2+ years of related computing systems management work experience or any equivalent combination of education, certification, training, and experience.
Preferred Qualifications
Bachelor’s Degree with coursework in computing or information systems.
2+ years of related computing systems management work experience or any equivalent combination of education, certification, training and experience. Experience using Relational Databases and a strong understanding of Software Development Lifecycle, ITIL, and Project Management principles.
Working Conditions
Work in an office environment with some remote work possible. Periodic after-hours work required to accommodate product maintenance periods. Use of standard office equipment, personal computer, and Microsoft office. General office conditions. Specific job requirements or physical location of positions allocated to this classification render the position security sensitive and thereby subject to the provisions of Section 51.215 Texas Education Code.
Special Conditions for Eligibility
Working Title
EEO Statement
UTA is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. Additionally, the University prohibits discrimination in employment on the basis of sexual orientation. A criminal background check will be conducted on finalists. The UTA is a tobacco free campus.