Pay Range Minimum
Job Code:

*This is an Exempt position. Employees in this position are paid a salary on a monthly basis and are not eligible to receive overtime pay.

JOB DESCRIPTION: Performs middleware administration for Emory middleware platforms and solutions to support enterprise-wide business needs and strategic goals. Provides continual active improvements for middleware services including research, planning, and implementation of service upgrades and enhancements. Provides daily support for customer needs and service issues to maintain middleware infrastructure functionality and to meet service level agreement expectations. Supports new integrations and applications development built on Emory's middleware platforms. Provides 24 x 7 on-call support to ensure application functionality and to minimize disruptions. Monitors the IT Service Management System to resolve customer issues and meet service expectations. Builds relationships with enterprise-wide customers to create clear and effective communications and to address customer needs. Investigates middleware and integration issues to provide resolutions and to develop root cause analyses for supporting maintenance improvements and upgrade planning. Interacts with Service Desk teams to minimize ticket instances, decrease ticket turnaround times and to provide ongoing training. Produces individual project plans to scope required levels of effort and to determine project duration and required resources. Interacts with project managers to provide project updates and to identify risks and issues. Participates with project teams to provide messaging systems applications expertise. Manages middleware team tasks to meet project requirements. Follows Emory ITIL service management processes and procedures to support middleware operations. Performs system monitoring to ensure system operation health to meet service level agreements. Responds to service performance alerts and service interruptions to restore functionality and support customers. Performs capacity planning and performance tuning to prevent issues and minimize service interruptions. Interacts with system and storage teams to perform back-up and recovery procedures for ensuring business continuity. Monitors the Service Management queue to respond to customer requests for service. Assists with department projects to support enterprise middleware initiatives and to meet business needs. Advises users on options for middleware solutions to support customer requests and meet business needs. Provides middleware systems policies and procedures written documentation to support and fulfill middleware team member requests. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: A bachelor's degree in IT or related field and two years of IT experience, OR an equivalent combination of education, training, and/or experience.

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.


Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.

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