Student Experience Application Support Analyst

The LMU Information Technology Services team enables technologically-rich learning environments, provides effective teaching and scholarship resources and maintains reliable, accessible, and integrated information systems. This work is grounded in and supports the University’ mission: • The encouragement of learning • The education of the whole person • The service of faith and the promotion of justice Under the direct supervision, the Student Experience Application Support Analyst provides proactive, customer-focused support for student-facing enterprise systems and services that enable the full student lifecycle, from recruitment through engagement and completion. This role goes beyond incident resolution to emphasize system understanding, partnership, and user experience improvement. The incumbent collaborates with ITS teams to ensure systems perform optimally and that users receive consistent, intuitive, and effective digital experiences. The incumbent will proactively explore, and document systems used across the university that affect the student experience, identifying opportunities to enhance usability, integration, and consistency in partnership with functional offices. Position Specific Responsibilities/Accountabilities 35% Resolve Tier-Two Support Issues: Provide timely, high-quality tier-two support for application issues and requests, ensuring clear communication and minimizing disruption for end users. Collaborate on Complex Issue Resolution: Partner with ITS teams, including Application Development Services, Infrastructure, Data Services, and Information Security, to resolve complex issues and strengthen system stability and integration. Partner on Root-Cause Analysis: Work closely with Relationship & Product Analysts to evaluate recurring issues, identify systemic problems, and recommend sustainable long-term solutions. 25% Identify System and Experience Improvements: Analyze user feedback and support trends to identify opportunities to enhance user experience, reduce redundancy, and improve decentralized student systems. Support Configuration & Workflow Optimization: Assist with configuration updates, workflow improvements, and data validation during enhancement cycles to improve system performance and usability. Provide Experience Feedback: Inform Relationship & Product Analysts and the Experience Manager about user challenges, satisfaction levels, and improvement opportunities to guide decision-making. Advocate for Student Experience: Identify and communicate opportunities to simplify, streamline, and modernize administrative processes to support student needs. Leverage AI and Cloud Tools: Use AI- and AWS-based tools to automate monitoring, enhance response times, and improve service insights and predictive support capabilities. 20% Research and Document Student Applications: Proactively research and document applications used across campus to understand ownership, purpose, and their overall impact on the student experience. Maintain User Support Resources: Create and update documentation, FAQs, and self-service materials that empower users and reduce reliance on direct support. Promote User Education & Adoption: Collaborate with Change Management and Training teams to support user education, improve confidence, and drive adoption of student-facing systems. 15% Participate in Testing and Release Cycles: Support testing, validation, and rollout of upgrades, patches, and releases to ensure quality and readiness of student-facing systems. 5% Promote a Culture of Service: Adhere to LMU’s service standards of Communication, Accountability, and Professionalism. Perform other related duties. Loyola Marymount University Expectations Exhibit behavior that supports the mission, vision, and values of the university. Communicate and employ interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct. Demonstrate a commitment to outstanding customer service. Requisite Qualifications; Typically a bachelor’s degree in Information Systems, Business, Education, or a related field, or equivalent experience. A master’s degree in Information Systems, Education, Business Administration, or a related field is preferred. Incumbent will be expected to continue upgrading knowledge, skills, and abilities needed to keep abreast of regulation/policy changes. Three or more years of experience providing functional or technical application support, with demonstrated ability to troubleshoot issues and resolve complex user inquiries. Experience working with student systems or SaaS-based enterprise applications, with an understanding of their configuration, workflows, and data dependencies. Experience collaborating with technical teams such as integrations, development, data services, infrastructure, or information security to resolve system issues. Demonstrated ability to analyze user issues, identify root causes, and recommend improvements to systems, processes, or documentation. Strong communication skills, including the ability to translate technical concepts into clear, user-friendly language. Ability to create and maintain documentation, FAQs, and self-service resources that improve user experience and reduce support dependency. Strong organizational and prioritization skills, with the ability to manage multiple support requests and enhancement activities simultaneously. Analytical mindset, with the ability to interpret support trends and identify opportunities to improve system stability or user experience. Commitment to accessibility, inclusion, and continuous improvement in student-facing services. Preferred Qualifications: Experience with major student systems or platforms such as Banner, Workday Student, Slate, StarRez, Campus Engage, or similar applications. Experience improving user experience through process enhancements, documentation improvements, interface refinements, or workflow design. Experience participating in testing cycles, including validation of patches, upgrades, and releases. Familiarity with AI or cloud technologies, especially tools used for automation, monitoring, or enhancing user support experiences. Experience supporting or improving decentralized applications or systems used across student-facing offices. Proficiency with service management or ticketing tools, such as ServiceNow or similar platforms. Training or certification in ITIL, business analysis, UX, Agile/Scrum, or related frameworks. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of this position. #HERC# #HEJ# Staff Regular Salary range $37.79 - $49.13 Salary commensurate with education and experience. Please note that this position may not be eligible for visa sponsorship now or in the future. Loyola Marymount University, a Carnegie classified R2 institution in the mainstream of American Catholic higher education, seeks outstanding applicants who value its mission and share its commitment to inclusive excellence, the education of the whole person, and the building of a just society. LMU is an equal opportunity employer committed to providing an environment free from discrimination and harassment as defined by federal, state and local law. We invite all persons in the full diversity of their being, life experience, and beliefs to apply. (Visit for more information.) Founded in 1911, Loyola Marymount University is a Carnegie classified R2 institution rooted in the Jesuit and Marymount traditions. We are committed to fostering a diverse academic community rich in opportunity for intellectual engagement and real-world experience. We enroll an academically ambitious, multicultural, and socioeconomically diverse student body. We recruit, retain and support a diverse faculty committed to excellence in teaching, research, scholarship and creativity. Our three campuses are rooted in the heart of Los Angeles, a global capital for arts and entertainment, innovation and technology, business and entrepreneurship. LMU is a unique and rewarding place to work. As you consider your employment opportunities with our institution, we encourage you to take the time to learn about the university community and how it distinguishes us from other places of employment. We are proud of the programs, benefits and services we provide our community. We strive to ensure an inclusive environment in all aspects of campus life that fosters a strong sense of trust and mutual respect. EEO Statement Loyola Marymount University is an equal employment opportunity employer and prohibits unlawful discrimination on the basis of race, religious creed (including religious dress and grooming practices), color, national origin (including language and language use restrictions), ancestry, disability (mental and physical) including HIV and AIDS, legally protected medical condition (cancer-related or genetic characteristics), denial of Family and Medical Care Leave, marital status, sex (including pregnancy, childbirth, breastfeeding or related medical condition), gender, gender identity, gender expression, age 40 or over, military or veteran status, sexual orientation, genetic information or any other bases protected by federal (including but not limited to Title VI and Title VII of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973 and the Americans with Disabilities Act of 1990), state or local law. The University does not discriminate on these bases, or any other basis protected by law, in the administration of any of its education or admissions policies, scholarship or loan programs, athletics, and other school-administered policies and programs, or in its employment policies and practices. All University policies, practices, and procedures are administered in a manner consistent with LMU's Jesuit identity and character. To learn more about the University's Statement of Non-Discrimination policy and related grievance procedures, click here. To report questions or concerns about sex-based discrimination, please contact View email address on click.appcast.io or View phone number on click.appcast.io. To learn more about Federal & State Employment Notices, click here: