Student Experience Application Support Analyst

The LMU Information Technology Services team enables technologically-rich learning environments provides effective teaching and scholarship resources and maintains reliable accessible and integrated information systems. This work is grounded in and supports the University mission:

The encouragement of learning
The education of the whole person
The service of faith and the promotion of justice

Under the direct supervision the Student Experience Application Support Analyst provides proactive customer-focused support for student-facing enterprise systems and services that enable the full student lifecycle from recruitment through engagement and completion. This role goes beyond incident resolution to emphasize system understanding partnership and user experience improvement. The incumbent collaborates with ITS teams to ensure systems perform optimally and that users receive consistent intuitive and effective digital experiences. The incumbent will proactively explore and document systems used across the university that affect the student experience identifying opportunities to enhance usability integration and consistency in partnership with functional offices.

Position Specific Responsibilities/Accountabilities

35%

• Resolve Tier-Two Support Issues: Provide timely high-quality tier-two support for application issues and requests ensuring clear communication and minimizing disruption for end users.
• Collaborate on Complex Issue Resolution: Partner with ITS teams including Application Development Services Infrastructure Data Services and Information Security to resolve complex issues and strengthen system stability and integration.
• Partner on Root-Cause Analysis: Work closely with Relationship & Product Analysts to evaluate recurring issues identify systemic problems and recommend sustainable long-term solutions.

25%

• Identify System and Experience Improvements: Analyze user feedback and support trends to identify opportunities to enhance user experience reduce redundancy and improve decentralized student systems.
• Support Configuration & Workflow Optimization: Assist with configuration updates workflow improvements and data validation during enhancement cycles to improve system performance and usability.
• Provide Experience Feedback: Inform Relationship & Product Analysts and the Experience Manager about user challenges satisfaction levels and improvement opportunities to guide decision-making.
• Advocate for Student Experience: Identify and communicate opportunities to simplify streamline and modernize administrative processes to support student needs.
• Leverage AI and Cloud Tools: Use AI- and AWS-based tools to automate monitoring enhance response times and improve service insights and predictive support capabilities.

20%

• Research and Document Student Applications: Proactively research and document applications used across campus to understand ownership purpose and their overall impact on the student experience.
• Maintain User Support Resources: Create and update documentation FAQs and self-service materials that empower users and reduce reliance on direct support.
• Promote User Education & Adoption: Collaborate with Change Management and Training teams to support user education improve confidence and drive adoption of student-facing systems.

15%

• Participate in Testing and Release Cycles: Support testing validation and rollout of upgrades patches and releases to ensure quality and readiness of student-facing systems.

5%

• Promote a Culture of Service: Adhere to LMUs service standards of Communication Accountability and Professionalism.
• Perform other related duties.

Loyola Marymount University Expectations

Exhibit behavior that supports the mission vision and values of the university. Communicate and employ interpersonal actions that model high standards of professional responsible accountable and ethical conduct. Demonstrate a commitment to outstanding customer service.

Requisite Qualifications;

• Typically a bachelors degree in Information Systems Business Education or a related field or equivalent experience. A masters degree in Information Systems Education Business Administration or a related field is preferred. Incumbent will be expected to continue upgrading knowledge skills and abilities needed to keep abreast of regulation/policy changes.
• Three or more years of experience providing functional or technical application support with demonstrated ability to troubleshoot issues and resolve complex user inquiries.
• Experience working with student systems or SaaS-based enterprise applications with an understanding of their configuration workflows and data dependencies.
• Experience collaborating with technical teams such as integrations development data services infrastructure or information security to resolve system issues.
• Demonstrated ability to analyze user issues identify root causes and recommend improvements to systems processes or documentation.
• Strong communication skills including the ability to translate technical concepts into clear user-friendly language.
• Ability to create and maintain documentation FAQs and self-service resources that improve user experience and reduce support dependency.
• Strong organizational and prioritization skills with the ability to manage multiple support requests and enhancement activities simultaneously.
• Analytical mindset with the ability to interpret support trends and identify opportunities to improve system stability or user experience.
• Commitment to accessibility inclusion and continuous improvement in student-facing services.

Preferred Qualifications:

• Experience with major student systems or platforms such as Banner Workday Student Slate StarRez Campus Engage or similar applications.
• Experience improving user experience through process enhancements documentation improvements interface refinements or workflow design.
• Experience participating in testing cycles including validation of patches upgrades and releases.
• Familiarity with AI or cloud technologies especially tools used for automation monitoring or enhancing user support experiences.
• Experience supporting or improving decentralized applications or systems used across student-facing offices.
• Proficiency with service management or ticketing tools such as ServiceNow or similar platforms.
• Training or certification in ITIL business analysis UX Agile/Scrum or related frameworks.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of this position.

#HERC# #HEJ#

Staff Regular

Salary range

$37.79 - $49.13 Salary commensurate with education and experience.

Please note that this position may not be eligible for visa sponsorship now or in the future.

Loyola Marymount University a Carnegie classified R2 institution in the mainstream of American Catholic higher education seeks outstanding applicants who value its mission and share its commitment to inclusive excellence the education of the whole person and the building of a just society. LMU is an equal opportunity employer committed to providing an environment free from discrimination and harassment as defined by federal state and local law. We invite all persons in the full diversity of their being life experience and beliefs to apply. (Visit for more information.)