Enterprise Applications & Systems Support Specialist

Overview

Reporting to the Associate Director, Network Services & Data Analytics, the Enterprise Applications & Systems Support Specialist supports and administers enterprise applications used across Yale Law School, helping ensure reliable systems that support the school’s academic and administrative work. This role works collaboratively within a small IT team to troubleshoot issues, support system improvements, and assist colleagues in making effective use of enterprise technology.

Successful candidates will be comfortable learning new systems, exploring unfamiliar problems, and working collaboratively to develop practical solutions in a multi-system environment. Through this work, the position helps ensure that the Law School community can rely on the systems and tools that support teaching, learning, and academic administration.

• Administer and support enterprise applications used across the Law School, including serving as a primary point of contact for selected systems such as 25Live (Event Room & Resource Reservation System); working collaboratively across other enterprise applications; assisting with Salesforce configuration, testing, and reporting; and supporting additional enterprise applications used in the Law School’s academic and administrative work, providing user guidance and occasional training as needed.
• Work with members of the Law School community to understand how enterprise applications are used and help identify and implement practical improvements to workflows and related processes.
• Coordinate with IT colleagues, central IT, and vendors to troubleshoot issues, implement system updates, and maintain reliable operation of supported applications.
• Support routine reporting and data processes across enterprise applications, including maintaining recurring reports, validating predefined data queries, and assisting with data imports and integrations.
• Support shared team responsibilities that help maintain operational continuity, including identity and access management, endpoint support, and participation in system update testing.
• Maintain documentation and collaborate across the IT team to support application updates, enhancements, and consistent operational practices.
• Other duties as assigned.

Required Skills and Abilities

1. Experience supporting and administering enterprise or business applications in a professional IT environment, with the ability to work both independently and within a shared-responsibility team model.
2. Strong troubleshooting and analytical problem-solving skills, with the ability to assess complex issues, identify root causes, and implement practical solutions.
3. Ability to manage multiple systems and competing priorities in a collaborative IT environment, including supporting system reporting, operational data processes, and basic data queries used to retrieve and validate enterprise system information.
4. Demonstrated sound judgment and accountability, including the ability to determine when independent action is appropriate and to communicate openly about issues while taking responsibility for resolving them.
5. Excellent written and verbal communication skills, including the ability to document processes and maintain system records clearly and consistently.

Preferred Skills & Abilities

1. Experience supporting administrative or academic systems in higher education or similarly complex institutional environments.
2. Experience working with scheduling, event management, or resource reservation systems (e.g., 25Live or similar platforms).
3. Experience supporting CRM platforms such as Salesforce, including configuration support, testing, reporting, or user support.
4. Experience with workflow or automation tools used to support business processes (e.g., Microsoft Power Automate, Forms, or similar tools).
5. Familiarity with SQL or similar query languages used for reporting or data retrieval and exposure to basic networking, endpoint support, and identity or access management concepts.

Evening Hours Required: Occasional

Weekend Hours Required: Occasional

Principal Responsibilities

1. Perform a diverse range of analytical duties in the development of technology solutions for business processes.
2. Plan, organize, and define requirements, methods, and end user objectives, coordinate effort with team members, other IT staff, users, and vendors.
3. Interview, analyze, and document end-user processes and systems requirements for enhancement and/or workflow improvements or new system development.
4. Develop and execute system test plans to ensure application performance aligns to specifications.
5. Prepare technical reports, design workflow maps or other documents to facilitate system/s understanding.
6. May lead segments of larger projects, develop trainings, presentations, and communications.

Required Education and Experience

Bachelor's Degree and four years of experience or equivalent education and experience.

Skills and Abilities

Developed analytical, critical thinking and problem-solving skills.

Developed interpersonal, written, communication, presentation, and organizational skills.

Proven ability to lead and manage staff.

Proven expertise with systems and process analysis methods and techniques.

Proven project management skills and knowledge of commonly used concepts, practices, and procedures.