IT Support Specialist

IT Support Specialist Department Overview The Office of the Vice President for Research (OVPR) supports and advances the University of Virginia's research mission by providing strategic leadership, administrative oversight, and operational support for research activities across Grounds. OVPR Information Technology supports the systems, data, and technology platforms that enable research administration throughout the University, including enterprise resource planning (ERP) systems, Huron Research Suite, Workday, reporting platforms, and associated integrations. The OVPR Information Team partners with faculty, researchers, administrators, and sponsors to deliver reliable technology services, data solutions, and responsive customer support that help drive research excellence. Position Summary The Office of the Vice President for Research seeks an IT Support Specialist to provide high-quality technical and functional support for research administration systems and services. This position serves as a key point of contact for faculty, staff, and research administrators, delivering timely issue resolution, troubleshooting, data analysis, and customer support across platforms including ServiceNow, Workday, and Huron. The ideal candidate is customer-focused, detail-oriented, and skilled at balancing multiple priorities in a fast-paced environment. This role requires strong analytical abilities, effective communication skills, and the ability to translate business needs into practical solutions while maintaining a high level of service excellence. This is a 1 year restricted role based on funding and department need. Salary Range: 60-70k annually Responsibilities Customer Support & Service Delivery Provide responsive, high-quality support for research administration systems and related technology services. Manage, troubleshoot, and resolve support requests through ServiceNow while maintaining excellent customer service standards. Research issues, identify root causes, and coordinate with technical teams to implement solutions. Utilize knowledge base documentation and established procedures to ensure consistent service delivery. Data Analysis & Reporting Extract, analyze, and validate data from enterprise systems and databases. Assist users with reporting, data inquiries, and information requests. Support data-driven decision making through analysis and reporting activities. Perform quality assurance reviews to ensure data integrity and accuracy. Business Process & Documentation Analyze business processes and recommend improvements that align with system capabilities and organizational needs. Develop detailed specifications and requirements documentation for technical and business stakeholders. Create, maintain, and enhance standard operating procedures, training materials, and knowledge base documentation. Assist with process improvement initiatives that enhance operational efficiency and user experience. Research Administration Support Support users of Workday, Huron, and related research administration systems. Research sponsors and funding organizations using publicly available resources. Collaborate with faculty, staff, and external stakeholders to support research administration activities. Perform other duties as assigned. Minimum Qualifications Education Bachelor's degree in Computer Science, Management Information Systems, Computer Engineering, Information Technology, or a related field. Experience At least three years of relevant professional experience providing technical support, business systems support, customer service, data analysis, or related technology services. Relevant experience may be considered in lieu of a degree. Knowledge, Skills, and Abilities Demonstrated ability to manage and prioritize multiple requests in a high-volume support environment. Strong analytical, troubleshooting, and problem-solving skills. Excellent verbal and written communication skills with a strong customer-service orientation. Ability to work independently while also collaborating effectively within a team environment. Knowledge of helpdesk operations, ticket management processes, and customer support best practices. Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook. Strong attention to detail and commitment to maintaining confidentiality and data security. Ability to build productive working relationships with faculty, staff, sponsors, and other stakeholders. Preferred Qualifications Experience supporting enterprise platforms such as Workday, Huron Research Suite, ServiceNow, or similar systems. Experience writing or troubleshooting SQL queries. Experience with data analytics, reporting, business intelligence, or dashboarding tools such as Tableau, Qlik Sense, Power BI, or similar platforms. Familiarity with research administration processes in a higher education environment. Experience developing or maintaining technical documentation and knowledge base content. Physical Demands This position is primarily sedentary and involves extensive use of a computer and standard office equipment. Position Type and Work Location This position may be performed on-site, remotely, or in a hybrid work arrangement, subject to departmental needs and University policies. Additional Requirements This position will successfully complete all required background checks prior to employment. The University will perform background checks on all new hires prior to employment. This position will not sponsor applicants for work visas now or in the future. Equal Opportunity Employer The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. #J-18808-Ljbffr