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The Software Analyst serves as a key liaison between university department stakeholders, the Software Development team, database administration, and enterprise software vendors. This role is responsible for discovering and understanding departmental needs, assessing current capabilities, and defining functional and technical system requirements that drive effective solutions. The Software Analyst manages the onboarding of new projects from initial intake through requirements approval, supports ongoing system documentation, facilitates vendor engagement and escalations, coordinates enterprise application release testing across departments, and provides triage and resolution of university-wide user support tickets.

Work Location: Virginia Beach, VA 

Essential Functions:

Systems Analysis & Requirements

• Work directly with department stakeholders to identify, define, and document system requirements for custom and vendor-based solutions.
• Understand department functional business processes across the university to ensure solutions align with operational needs.
• Work closely with Software Development to formulate best-practice, high-level technical solutions.
• Develop requirements documentation adhering to departmental standards.
• Develop technical and functional end-user documentation adhering to departmental standards.
• Update requirements as needed throughout the software development life cycle.
• Develop and document test plans and test cases as required; assist in testing solutions as needed.
• Maintain a technical documentation repository for all customized and developed systems, processes, rules, and reports.

Project Onboarding & Management

• Serve as the intake coordinator for new project requests, facilitating the collection of project scope, business justification, and stakeholder identification.
• Lead project kickoff activities including scheduling discovery meetings, documenting objectives, and establishing timelines in coordination with the Director of Software Development.
• Track project status and deliverables using the department's project management platform (Asana), ensuring visibility across stakeholders.
• Manage stakeholder communication throughout the project lifecycle, providing regular status updates and managing expectations around scope and delivery timelines.
• Coordinate cross-functional working sessions between IT, department stakeholders, and third-party vendors as needed.
• Assist in prioritization of project backlog items in alignment with departmental and institutional priorities.

Vendor Relations - Ellucian & Applications

• Submit, track, and manage vendor support cases, ensuring issues are documented thoroughly and escalated appropriately when resolution timelines are not met.
• Maintain organized records of all open and resolved vendor tickets, including root cause documentation and resolution outcomes.
• Communicate vendor-issued workarounds, patches, and resolutions to internal stakeholders in a timely and understandable manner.
• Build and maintain working relationships with Ellucian account and support representatives to facilitate effective issue resolution.
• Review and evaluate vendor product roadmaps, release notes, and feature announcements; identify impacts to current university configurations and customizations.

Release Management & DBA Support

• Partner with the Database Administrator to review and communicate enterprise application release notes to relevant university departments and stakeholders.
• Coordinate and manage user acceptance testing (UAT) cycles across departments for vendor software upgrades and patches, ensuring adequate participation, tracking of test results, and documentation of outcomes.
• Maintain testing schedules and facilitate go/no-go readiness reviews in coordination with the DBA and Director.
• Document and communicate post-release changes, known issues, and functional impacts to end users.
• Assist with regression testing for Banner and other enterprise applications following system upgrades.

Support & Ticket Triage

• Triage and resolve support tickets, providing timely assistance to staff, students, and faculty who access university systems.
• Identify recurring support issues and escalate patterns to leadership or vendor contacts as appropriate.
• Maintain support documentation and knowledge base articles to enable self-service resolution where possible.

Enterprise Applications / Products

Serve as a primary point of contact for vendor support engagements with Ellucian and other enterprise application vendors.

• Ellucian Banner
• Ellucian CRM Recruit
• Ellucian CRM Advise
• Ellucian DegreeWorks
• Canvas LMS
• Cognos Analytics
• Asana Project Management

Qualifications:

• A degree in Computer Science or a related technical discipline, or equivalent experience and certifications
• 3+ years of experience in an IT Systems Analyst position or similar role
• Strong analytical and problem-solving skills
• Working knowledge of the Software Development Life Cycle
• Experience with enterprise ERP systems; familiarity with Ellucian Banner preferred
• Experience managing vendor relationships and support escalations preferred

Candidates must have:

• Demonstrates strong communication skills in both oral and written forms
• Demonstrates strong organizational skills with ability to manage multiple concurrent projects
• Highly motivated self-starter capable of working both independently and as a member of a team
• Commitment to Regent’s core values of Excellence, Innovation, and Integrity 

Regent University does not discriminate in employment in its programs or activities on the basis of race, color, national or ethnic origin, sex, disability, age or veteran status. For full Non-Discrimination Policy click here.

Benefits

Regent offers a wide range of generous benefits including health, life and disability insurance; flexible spending accounts; tuition incentives; fully vested retirement plans; life and disability insurance options, time off, and more. All regular faculty and staff serving at Regent and working a minimum of 30 hours per week will receive an attractive benefits package.