Web Application Support Analyst

2 weeks ago(1/5/2018 4:23 PM)
Academic Technology Services
Information Technology
Full-Time / Part-Time


The Princeton University Office of Information Technology is seeking a Web Application Support Analyst to join its Web Development Services group. The support analyst performs website and application customer support and maintenance tasks to upkeep a highly-available enterprise web infrastructure. The web application support analyst delivers results that meet both business expectations and internal department benchmarks.


  • Serve as a point-of-contact for University departments while identifying, troubleshooting, and resolving web infrastructure and system performance issues
  • Identify support patterns and trends in incidents and create support documentation for resolving these incidents
  • Provide responses to departmental customers within established Service Level Agreement timeframes
  • Provide primary support assistance to business users for the systems managed by the Web Development Services team, including documentation, bug fixes, and workaround solutions
  • Analyze customer project requirements and technical needs, and perform configuration changes, code development, testing, and debugging to deliver workable solutions
  • In coordination with the manager of Web Development, define and manage web infrastructure systems, policies, and controls to ensure practices align with established procedures and best practices
  • Research and develop solutions for new issues and create support documentation
  • Perform system change requests to ensure all system configurations are suitable to business needs throughout the lifecycle of the change request
  • Identify opportunities for greater efficiencies and system and infrastructure improvement
  • Seek out and participate in professional development opportunities to maintain the knowledge, skills, and abilities to successfully perform duties


  • At least 3 years of experience providing technology-related customer support
  • Experience developing websites and applications
  • Demonstrated understanding of and experience with web infrastructure, computer systems, and networked operating environments
  • Proficiency with supported platforms, including Drupal and WordPress
  • Excellent analytical, troubleshooting, and problem-solving skills
  • Excellent written and oral communication skills
  • Commitment to providing excellent customer service and the ability to support customers who have various levels of technical ability and understanding
  • Ability to manage competing support priorities in a timely manner, responding to urgent matters on an on-call basis
  • Strong organizational skills and attention to detail, along with the ability to multi-task and adapt to changing priorities
  • Commitment to continual professional development and learning new technologies

Preferred Qualifications: 

  • Professional experience in higher education
  • Professional experience providing customer service



Bachelor’s degree or equivalent experience


Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

Salary Grade

AIT, 030

Standard Weekly Hours


Eligible for Overtime


Benefits Eligible


Essential Services Personnel (see policy for detail)


Physical Capacity Exam Required


Valid Driver’s License Required



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