If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Job Description
Job Profile Summary:
The Systems Administrator (OnBase) provides day-to-day operational support and routine administration for the OnBase enterprise content management (ECM) platform and related services. This role delivers Tier 1 assistance for user and security administration, basic configuration, monitoring, troubleshooting, documentation, and customer support to help ensure stable performance and a positive user experience. Working under the guidance of senior administrators and technical leads, the Systems Administrator assists with testing and upgrades, supports workflow operations and reporting needs, and partners with business stakeholders to resolve incidents and service requests. This position requires strong customer service, attention to detail, and the ability to learn OnBase architecture, security concepts, and configuration best practices. The role also participates in rotating/shared after-hours and on-call coverage as scheduled to support service continuity.
Essential Functions and Responsibilities:
Provides Tier 1 administration and support for OnBase environments, including basic configuration, routine maintenance, and operational monitoring.
Administers users and security (e.g., account setup, role/group assignments, password resets, and periodic access reviews) according to established standards.
Triages and resolves incidents and service requests through the ticketing system; documents troubleshooting steps and escalates complex issues to senior administrators or vendors.
Assists with workflow operations (e.g., queue monitoring, routine troubleshooting, and validating configuration changes) under guidance.
Supports reporting needs by running and validating standard reports; assists with basic data quality checks and reconciliation.
Monitors system health, scheduled processes, and integrations; coordinates with integration owners when jobs fail or outputs are unexpected.
Supports upgrades, patches, and environment refreshes by preparing checklists, completing assigned tasks, and participating in functional testing.
Maintains and improves end-user and technical documentation (procedures, FAQs, and standards) to increase consistency and reduce recurring issues.
Provides basic user guidance and training on common OnBase functions and supported business processes; reinforces approved procedures and best practices.
Collaborates with stakeholders to capture requirements for minor enhancements; helps validate solutions in test environments and confirms expected outcomes.
Performs other related duties as assigned; participates in scheduled, rotating/shared after-hours and on-call coverage and may support planned maintenance windows or priority incidents.
Knowledge, Skill, and Abilities:
Foundational knowledge of enterprise content management concepts and the ability to learn OnBase system architecture and administration.
Experience supporting end users through a ticketing system; strong customer service mindset, ownership, and follow-through.
Ability to complete routine user and security administration (users, roles/groups, permissions) and follow standard operating procedures.
Basic understanding of workflow and business process concepts; ability to monitor queues and validate expected routing outcomes.
Basic reporting skills, including running standard reports and validating results; exposure to read-only SQL queries is a plus.
Clear documentation skills (step-by-step procedures, knowledge base articles) and attention to detail when recording changes.
Awareness of security and governance practices (least privilege, access reviews, data handling) and the ability to follow compliance requirements.
Ability to communicate effectively with technical and non-technical stakeholders and escalate issues with appropriate context and evidence.
Working knowledge of Windows-based applications and basic networking concepts; familiarity with IIS and relational databases is helpful.
Ability to manage multiple priorities, meet deadlines, and work effectively in a team-based environment.
Competencies:
Organizational or Student Impact:
Follows established technical and business processes; supports change management activities for routine updates and requests.
Executes assigned operational and administrative tasks that contribute to system stability, user experience, and service levels.
Maintains accurate records and documentation to reduce errors and improve repeatability.
Limits errors by validating changes, following checklists, and escalating risks promptly to prevent user or operational impact.
Problem Solving & Decision Making:
Resolves routine issues using documented procedures, knowledge articles, and guidance from senior team members.
Gathers symptoms, reproduces issues when possible, and documents troubleshooting steps to support effective escalation.
Participates in small improvements and maintenance activities; learns and applies best practices to reduce recurring incidents.
Communication & Influence:
Communicates clearly with customers and internal teams regarding incident status, next steps, and expected resolution timelines.
Builds productive working relationships with peers and stakeholders and seeks input when policy, security, or process clarification is needed.
Job Qualifications:
Minimum Qualifications:
Typically requires a university degree in Information Systems, Computer Science, or a related field, or equivalent professional experience.
1–2 years of experience in application support, systems administration, help desk, or a related technical role.
Preferred Qualifications:
Experience supporting or administering OnBase (or a comparable ECM/content services platform) in a production environment.
Exposure to OnBase administration tasks such as user/security setup, privileges, and basic configuration.
Familiarity with OnBase Workflow concepts (monitoring queues, understanding routing rules) and basic reporting.
Basic SQL skills for read-only querying and troubleshooting; familiarity with relational database concepts.
Windows Server fundamentals; familiarity with IIS and application services is a plus.
Hyland OnBase Administrator certifications (e.g., OnBase Administrator Associate/Professional—formerly OCSA) preferred.
Experience working in an IT service management (ITSM) and/or Agile environment.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Position & Application Details
Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information
Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.