End user support: Provides application support for employees, supervisors, and department administrative staff (front office).
PeopleSoft Application security administration and access control: Processes security access forms for shared applications access (campus ISA), provides reports, and maintains access control procedures under controller oversight.
Application technical support: Coordinates technical services for interfaces between campus systems and shared service applications. Provides technical analysis for application related issues. Includes:
Project Management: Manages UT System shared services projects (implementations, upgrades, and new features/enhancements) at the campus level. Manages campus projects related to shared administrative applications for the VP of Business Affairs.
Application Support: Provides application support for back office (formerly central processing) area staff. Troubleshoots application issues and escalates to the Shared Services support team as required.
Report writing and distribution: Creates report specifications in coordination with campus requestors and gains approval of data owners for use and distribution of data. Develops queries or submits requests to Shared Services for more complex reports.
Campus Representative to UT System Shared Services: Central contact and liaison to UT System Shared Information Services, who maintain shared applications on behalf of the UTShare campuses.
Level 1: End user support by help desk staff through response to tickets logged in SPOC and by phone call.
Level 2: Resolutions of application issues including system issues, data quality issues, access control issues, Report analysis and new report requests, extract/interface issues, Portal support, Report/query issues.
Level 3: System issues escalated to Shared Services staff including performance issues, functional and technical configuration issues, reporting database issues, role and permission list issues, and Portal issues.