IT Business Analyst – Business Applications

The University of Southern California is seeking an IT Business Analyst – Business Applications to administer and support enterprise SaaS applications within its procure-to-pay environment. The role manages application configuration, monitoring, troubleshooting, testing, integrations, enhancements, and user support while coordinating with university stakeholders, IT teams, and vendors.

Responsibilities:

• Administers, monitors, and supports enterprise SaaS and cloud-based business applications, including serving as the system administrator for solutions within Business Services P2P portfolio, including JAGGAER, Concur, and AppZen
• Monitors application health and error queues, investigates failed or stuck transactions, and helps ensure applications and integrated systems are operating and communicating effectively
• Troubleshoots application, access, transaction, and integration issues. Investigates potential causes, develops proposed solutions, and coordinates issues through resolution
• Prioritizes and responds to application support requests received through ServiceNow, email, and other support channels. Provides responsive support to users across the university
• Administers application configurations and coordinates system enhancements, upgrades, testing, and other SaaS administration activities
• Partners with USC’s Information Technology Services (ITS) organization, solution providers, consultants, and university stakeholders to investigate technical issues, support system integrations, and coordinate approved changes
• Gathers and translates business requirements into application solutions that support established business processes and university policies
• Develops test scripts, executes testing and user acceptance testing (UAT), documents results, and identifies and tracks defects through resolution
• Identifies opportunities to improve and automate business processes and application functionality
• Provides application guidance, training, and support to campus users and develops instructional or support materials as needed
• Collaborates with colleagues both within and without Business Services in support of enterprise-wide initiatives
• Performs other related duties as assigned or requested

Requirements:

• One year of hands-on experience administering and/or supporting (SaaS), cloud-based, or other enterprise business applications, including application configuration, monitoring, maintenance, and/or user administration
• Experience supporting applications or solutions that support procure-to-pay (P2P) and/or travel and expense processes
• Demonstrated ability to troubleshoot enterprise application issues, including investigating system errors, failed transactions, application functionality, and/or integrations between systems
• Ability to coordinate application issue resolution with business stakeholders, IT teams, software vendors, and/or other technical partners
• Experience supporting application enhancements, upgrades, testing, and/or system changes
• Demonstrated ability to independently manage application support requests and follow technical or functional issues through resolution
• Strong communication, problem-solving, organizational, and customer service skills, with the ability to communicate effectively with technical and nontechnical audiences
• Ability to work independently, manage competing priorities, collaborate across teams, and maintain strong follow-through and attention to detail
• Bachelor's degree in management information systems or a related field
• Two or more years of experience administering and supporting enterprise SaaS and/or cloud-based business applications
• Experience administering JAGGAER or a comparable procure-to-pay application
• Familiarity with Concur and/or AppZen
• Background supporting system integrations, integration management, or integration services within an enterprise application environment
• General understanding of on-premise and cloud-based application architectures
• Knowledge of procure-to-pay business processes, including requisitioning, purchase orders, invoicing, and related workflows
• Experience supporting travel and expense management solutions
• Experience working in a higher education environment