[Hiring] Applications Specialist @MUST University

Role Description

The Application Specialist is responsible for designing and automating business processes using institutional workflow automation and business process management platforms, while also supporting the administration of the university’s service management (Help Desk) system, including ticket workflows, SLA configuration, and operational reporting. In addition, the role focuses on implementing AI-powered automations through AI-native and low-code/no-code technologies, enabling the creation of intelligent agents and automated solutions across institutional systems. Acting as the institution’s internal Process Analyst, this position partners with academic and administrative departments to streamline operations, reduce manual effort, eliminate bottlenecks, and continuously enhance service delivery through process optimization, automation, and AI-driven solutions.

What you'll do

• Conduct discovery sessions and workshops with department stakeholders to document current-state processes; produce process maps (e.g., Business Process Model and Notation), standard operating procedures (SOPs), and decision trees.
• Design optimized future-state workflows and maintain a centralized and continuously updated process repository.
• Configure and manage digital workflow automation tools to build process pipelines, stages, forms, conditional logic, automation rules, and intake portals aligned with approved process designs.
• Manage integrations between workflow automation platforms and institutional systems (e.g., Student Information Systems, Learning Management Systems, collaboration tools, and service management platforms) using native connectors or middleware solutions.
• Develop dashboards and reports within workflow platforms; define, monitor, and analyze process KPIs (e.g., cycle time, error rate, SLA compliance); administer users, roles, permissions, and platform governance.
• Support the administration of the institutional Help Desk or service management platform, including ticket routing logic, escalation workflows, SLA configuration, and user access management.
• Maintain and continuously improve the Help Desk knowledge base; generate and analyze operational performance reports (e.g., ticket volume, resolution time, customer satisfaction) for leadership review.
• Design, configure, and maintain AI-driven agents and automation solutions across institutional platforms to enhance service delivery and operational efficiency.
• Extend system capabilities through no-code and low-code automation solutions by integrating systems, automating data flows, and reducing manual intervention in high-volume processes using tools available within the institutional technology ecosystem.
• Leverage artificial intelligence features embedded within enterprise platforms to optimize workflows, improve response times, and enhance decision-making capabilities.
• Evaluate, recommend, and implement emerging AI-enabled automation tools in alignment with institutional governance frameworks; document solutions and provide training to end users.
• Train and support end users and departmental stakeholders on workflow systems, service management tools, and automation platforms through structured onboarding and self-service documentation.

Qualifications

• Associate’s degree in IT, Information Systems, Business Administration, or related field (Bachelor’s preferred)
• 2–4 years of experience in process improvement, workflow design, or application support
• Experience with workflow automation platforms (Pipefy preferred; others welcome)
• Experience with Help Desk tools (Freshdesk, Zendesk, Jira, or similar)
• Exposure to AI tools or automation platforms (Copilot, AI agents, or similar)

Requirements

• Familiarity with low-code/no-code tools and system integrations
• Basic knowledge of APIs, automation tools, or scripting (Python/JavaScript is a plus)
• Comfort working with AI-assisted solutions and automation
• Comfortable using AI-native vibe coding tools (Lovable, Claude Code, Copilot Studio, or equivalent) to build Agents and Automations in no-code/low-code platforms

Key Competencies

• Strong analytical and problem-solving skills
• Ability to translate business needs into technical solutions
• Excellent communication and collaboration skills
• Highly organized and able to manage multiple priorities
• Comfortable working in a remote, fast-paced environment