Salary/Position Classification

• $55,000, Annual, Exempt
• 40 hours per week
• 100% Remote Work Availability: No
• Hybrid Work Availability (requires some time on campus): No

Purpose of Position
This role is dedicated to providing first-rate IT support across the University of North Dakota and its community, with a strong focus on timely and customer-oriented service. The employee will administer and offer support for both enterprise-wide and niche applications, including a particular emphasis on the My UND mobile application. The position is responsible for mentoring and managing the mobile application student employees. Working as part of the Applications team, this position operates under the guidance of the Applications Manager and the Director of AIS, ensuring effective technology solutions campus-wide.
Duties & Responsibilities

• Oversee and maintain UND's enterprise and mobile applications for optimal performance and uptime.
• Evaluate technical aspects of application upgrades for feasibility, compatibility, and adherence to accessibility guidelines before reporting to stakeholders.
• Promptly resolve complex application issues, ensuring clear communication with users about progress.
• Regularly update and secure applications to enhance functionality and protect against threats.
• Manage the creation and auditing of user accounts and groups in applications to maintain access control and security.
• Coordinate with vendors and internal teams for efficient application upgrades.
• Develop and maintain application components to improve user experience and functionality.
• Serve as the primary liaison between UND, the mobile app team, and the Modo application vendor.
• Lead training for UND staff on utilizing the Opt-in and Public channels within the mobile app.
• Oversee the access, annual audits, and usage monitoring of these mobile app channels.
• Develop and regularly refresh user guides for the UND Mobile Apps for ease of use.
• Deliver comprehensive technical support via in-person, remote, phone, and email methods.
• Analyze and communicate insights from app dashboards to channel managers.
• Manage the My UND webpage and its knowledgebase articles.
• Advocate for UND through participation in Modo User Group meetings, monthly vendor discussions, and submissions for Modo Awards.
• Monitor and guide the performance and workflow of student employees on enterprise and mobile application projects.
• Conduct training programs to enhance the skills and competence of our student staff.
• Lead the recruitment and hiring processes for student employees
• Oversee the management and execution of UIT assigned student applications projects
• Research emerging trends in applications and best practices
• Perform small-scale test projects to explore ideas to improve processes or existing applications.
• Recommend improvements in processes and tools
• Maintain confidential information in all aspects of the position in accordance with applicable compliance requirements (FERPA, HIPPA, PCI Compliance, etc.)

Required Competencies

• Excellent interpersonal skills and demonstrated excellence in customer service.
• Excellent verbal and written communication skills to clearly document issues, resolutions, and recommendations.
• Ability to prioritize, multi-task, stay organized, pay attention to detail, and meet deadlines in a changing and demanding work environment.
• Demonstrated ability in problem solving, sound decision-making, and critical thinking skills.
• Demonstrated ability to work independently and be a team player.
• Ability to collaborate and communicate effectively with cross-functional teams, including technical and non-technical staff, security personnel, and third-party vendors.
• Customer service mindset, with the ability to work directly with users to resolve issues while keeping them informed.
• Ability to coordinate and manage application deployment and upgrade projects.
• Ability to research, evaluate, and implement new features or platforms that align with organizational goals.

Minimum Requirements

• Bachelor’s degree plus 1 years of experience OR an associate’s degree plus 3 years of experience or equivalent related work experience relevant student and internship employment may be considered in addition to full time experience.
• 2 years of experience in system administration, mobile application management, or enterprise-level application support.
• Experience working in a complex multi-user IT environment.
• Experience troubleshooting and maintaining mobile applications
• Experience creating and maintaining documentation.
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire.
Preferred Qualifications

• Experience troubleshooting and maintaining mobile applications
• Proficiency in administering, monitoring, and maintaining mobile applications, including knowledge of i OS, Android, or cross-platform mobile app technologies.
• Experience working in an environment required to maintain confidentiality such as HIPAA, FERPA, and PCI Compliance
• Experience working in Higher Education
• Experience with Saa S platforms
• Experience with ITIL practices and frameworks
• Experience mentoring and leading student or junior employees