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James Madison University
  • Position Number: 4789371
  • Location: Harrisonburg, VA
  • Position Type: Computer and Information Technology

Lead Application Support Specialist

James Madison University

James Madison University Libraries is accepting applications for a Lead Application Support Specialist. As a member of the JMU Libraries Technology department, this position provides technical leadership and collaborates with vendors and JMU IT to provide technology support for major systems and related services, including the libraries' institutional repository, media hosting, and archival material platforms. Also, it performs application support as part of a dynamic Web & Applications team.

The Libraries particularly welcomes applicants who can enhance the inclusive excellence of our campus community, and who can demonstrate a commitment to building equitable and inclusive environments for teaching, learning, research, and service. We are committed to cultivating a welcoming place for everyone, encouraging dialogue and celebrating diverse life experiences and perspectives. We encourage experimentation and creativity in pursuit of meaningful solutions that build on our position as core academic infrastructure for our campus community.

JMU offers excellent comprehensive benefits which include paid vacation, sick, parental, and community service leave in addition to 19 paid holidays a year including Thanksgiving and Winter Holiday; affordable health insurance; retirement through the Virginia Retirement System. We also offer a work-life balance and integration program, Balanced Dukes, that is designed to support and enhance the overall wellbeing of our employees and a Tuition Waiver Program that allows employees to have tuition waived for undergraduate and graduate level courses taken at JMU. Visit our Prospective Employee site to learn more about what makes James Madison University a great place to work!

Duties and Responsibilities:

Provides application support to end users, resolving issues promptly and/or involving the system vendor and other Libraries staff as appropriate.
Serve as liaison between application vendors and cross-functional Libraries teams, coordinating efforts pertaining to incident resolutions, escalation of complex issues, and providing input on tactical and strategic solutions.
Serves as primary technical contact for the vendor and for JMU stakeholders concerning hosted application functionality and technical issues.
Configures and tests systems, following organizational policies.
Collaborates with other library departments, users, and stakeholders to support, enhance, and integrate an evolving ecosystem of technologies.
Participates as an active contributor to project teams.
Clarifies requirements with others to establish the nature and extent of work required.
Communicates effectively with team and other members of Libraries Technology, JMU IT, and a diverse array of stakeholders.


The successful candidate will have:

Experience working with vendors to support hosted systems and services and to diagnose and resolve complex technical problems.
Experience working with systems integrations, especially those related to academic technologies.
Ability to consistently keep track of multiple issues and follow up through appropriate channels.
Excellent communication skills, with the ability to communicate with both technical and non-technical colleagues.
Demonstrated commitment to data ethics, data privacy, security, and equity.

Additional Considerations:

Working knowledge of Library and academic technology systems, including institutional repository platforms, archival materials platforms, and media hosting services.
Working knowledge of any of the following products or environments: Microsoft 365, SharePoint, Aviary, Preservica, ArchivesSpace, Aeon, Canvas Studio, illumira, Springshare, Alma-Primo, WordPress.
Working knowledge of project management methodologies and tools.

To learn more and to apply, go to and reference posting S3437 or go to review of applications begins 11/27/2023. Pay is a range of $53,351 - $58,000.
James Madison University is committed to creating and supporting a diverse and inclusive work and educational community that is free of all forms of discrimination. This institution does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity or expression, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status We promote access, inclusion and diversity for all students, faculty, staff, constituents and programs, believing that these qualities are foundational components of an outstanding education in keeping with our mission. The university is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality Anyone having questions concerning discrimination should contact the Office for Equal Opportunity: (540) 568-6991.