IT Support Specialist

Department Overview

The Office of the Vice President for Research (OVPR) supports and advances the University of Virginia’s research mission by providing strategic leadership, administrative oversight, and operational support for research activities across Grounds. OVPR Information Technology supports the systems, data, and technology platforms that enable research administration throughout the University, including enterprise resource planning (ERP) systems, Huron Research Suite, Workday, reporting platforms, and associated integrations.

The OVPR Information Team partners with faculty, researchers, administrators, and sponsors to deliver reliable technology services, data solutions, and responsive customer support that help drive research excellence.

Position Summary

The Office of the Vice President for Research seeks an IT Support Specialist to provide high-quality technical and functional support for research administration systems and services. This position serves as a key point of contact for faculty, staff, and research administrators, delivering timely issue resolution, troubleshooting, data analysis, and customer support across platforms including ServiceNow, Workday, and Huron.

The ideal candidate is customer-focused, detail-oriented, and skilled at balancing multiple priorities in a fast-paced environment. This role requires strong analytical abilities, effective communication skills, and the ability to translate business needs into practical solutions while maintaining a high level of service excellence.

This is a 1 year restricted role based on funding and department need.

Salary Range: 60-70k annually

Responsibilities

Customer Support & Service Delivery

• Provide responsive, high-quality support for research administration systems and related technology services.
• Manage, troubleshoot, and resolve support requests through ServiceNow while maintaining excellent customer service standards.
• Research issues, identify root causes, and coordinate with technical teams to implement solutions.
• Utilize knowledge base documentation and established procedures to ensure consistent service delivery.

Data Analysis & Reporting

• Extract, analyze, and validate data from enterprise systems and databases.
• Assist users with reporting, data inquiries, and information requests.
• Support data-driven decision making through analysis and reporting activities.
• Perform quality assurance reviews to ensure data integrity and accuracy.

Business Process & Documentation

• Analyze business processes and recommend improvements that align with system capabilities and organizational needs.
• Develop detailed specifications and requirements documentation for technical and business stakeholders.
• Create, maintain, and enhance standard operating procedures, training materials, and knowledge base documentation.
• Assist with process improvement initiatives that enhance operational efficiency and user experience.

Research Administration Support

• Support users of Workday, Huron, and related research administration systems.
• Research sponsors and funding organizations using publicly available resources.
• Collaborate with faculty, staff, and external stakeholders to support research administration activities.
• Perform other duties as assigned.

Minimum Qualifications

Education

• Bachelor's degree in Computer Science, Management Information Systems, Computer Engineering, Information Technology, or a related field.

Experience

• At least three years of relevant professional experience providing technical support, business systems support, customer service, data analysis, or related technology services.
• Relevant experience may be considered in lieu of a degree.

Knowledge, Skills, and Abilities

• Demonstrated ability to manage and prioritize multiple requests in a high-volume support environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with a strong customer-service orientation.
• Ability to work independently while also collaborating effectively within a team environment.
• Knowledge of helpdesk operations, ticket management processes, and customer support best practices.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Strong attention to detail and commitment to maintaining confidentiality and data security.
• Ability to build productive working relationships with faculty, staff, sponsors, and other stakeholders.

Preferred Qualifications

• Experience supporting enterprise platforms such as Workday, Huron Research Suite, ServiceNow, or similar systems.
• Experience writing or troubleshooting SQL queries.
• Experience with data analytics, reporting, business intelligence, or dashboarding tools such as Tableau, Qlik Sense, Power BI, or similar platforms.
• Familiarity with research administration processes in a higher education environment.
• Experience developing or maintaining technical documentation and knowledge base content.

Physical Demands

This position is primarily sedentary and involves extensive use of a computer and standard office equipment.

Position Type and Work Location

This position may be performed on-site, remotely, or in a hybrid work arrangement, subject to departmental needs and University policies.

Additional Requirements

This position will successfully complete all required background checks prior to employment.

The University will perform background checks on all new hires prior to employment.

This position will not sponsor applicants for work visas now or in the future.

About UVA

The University of Virginia is one of the nation's leading public institutions of higher education, known for its distinctive student experience, prestigious research enterprise, and collaborative culture. UVA is consistently ranked among the top public universities and offers a comprehensive benefits package, professional development opportunities, and a commitment to fostering an inclusive and welcoming community.

Application Timeline

Applications will be reviewed as they are received. The position will remain open until filled.

How to Apply

Please apply online through Online and search for R0084303. Complete the application and upload the following required materials:

Internal applicants may search and apply for jobs on the UVA Internal Careers website.

• Cover letter

• Resume

. Please note that multiple documents can be uploaded in the “Resume” box. Applications that do not contain all required documents will not receive full consideration

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Reference Check Process

Reference checks will be completed through UVA's SkillSurvey process. Five references will be requested, and a minimum of three completed references are required before an offer can be finalized.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA’s commitment to non-discrimination and equal opportunity employment.