Systems Analyst 2- Email

Current Employees:

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This position is an evening role from 4p-12a Sunday through Thursday.

This role is responsible for the administration, support, optimization, and continuous improvement of the organization’s enterprise email and collaboration platforms, including Google Workspace and Microsoft Outlook / Exchange Online. This role ensures reliable, secure, and efficient messaging and collaboration services for faculty, staff, and students while serving as a key technical resource for system troubleshooting, configuration, and user support.

The position operates in a hybrid capacity of operational support and project-based work, partnering with cross-functional IT teams to enhance communication systems, improve end-user experience, and support digital collaboration strategies.

Email & Collaboration Systems Support

• Provide day-to-day administration and technical support for Google Workspace and Microsoft Outlook / Exchange Online environments.

• Monitor system health, performance, and service availability to ensure high uptime and reliability.

• Configure and maintain email accounts, shared mailboxes, distribution lists, groups, and permissions.

• Support calendaring, scheduling, and collaboration features across platforms.

Systems Administration & Configuration

• Implement and maintain system configurations, policies, and permissions aligned with organizational standards and security requirements.

• Assist with migration efforts, system upgrades, and platform enhancements.

• Perform routine maintenance, patching, and updates of messaging and collaboration systems.

• Document configuration standards, procedures, and system changes.

Troubleshooting & Incident Resolution

• Diagnose and resolve moderate-to-complex issues related to email delivery, access, synchronization, performance, and functionality.

• Investigate root causes of recurring issues and recommend corrective actions.

• Escalate complex issues to senior engineers or vendors as needed while maintaining ownership through resolution.

Collaboration & User Support

• Serve as a technical resource for faculty, staff, and business units regarding email and collaboration tools.

• Assist with user training, onboarding, and communication regarding system changes or new features.

• Provide guidance on best practices for effective use of collaboration tools.

Security & Compliance

• Support spam filtering, phishing protection, and email security controls.

• Assist in implementing data retention, eDiscovery, and compliance policies.

• Monitor and respond to security alerts related to email and collaboration platforms.

Reporting & Continuous Improvement

• Assist in analyzing usage trends, system performance data, and service metrics.

• Identify opportunities to enhance efficiency, user experience, and automation.

• Participate in service improvement initiatives and technology roadmap planning.

Minimum Qualifications                        

Education:

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent combination of education and experience).

Experience:

• Total of 5 years with 3-5 years of experience supporting enterprise email and collaboration environments. Any relevant education, certifications and/or work experience may be considered.

• Hands-on experience with Google Workspace and Microsoft Outlook / Exchange Online administration.

• Experience supporting users in a technical IT environment.

Knowledge, Skills and Attitudes:

• Google Workspace Administration (Gmail, Drive, Calendar, Groups)

• Email routing and delivery concepts

• Active Directory / Entra ID user management

• Identity and access management concepts

• Basic scripting and automation (PowerShell preferred)

• Understanding of email security tools and protocols (SPF, DKIM, DMARC)

• Experience with email migrations or coexistence environments

• Familiarity with archiving and eDiscovery tools

• Knowledge of collaboration platforms such as Microsoft Teams or Google Chat

• ITIL or service management framework familiarity

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.

We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff