ERP Application Support Analyst

1 week ago

Idaho Falls, United States InsideHigherEd Full time
Job Summary

The ERP Application Support Analyst provides support for all applications and systems identified within College of Eastern Idaho’s (CEI’s) Application portfolio. This includes. but is not limited to, Ellucian Colleague, Canvas, Recruit, Advise, Informer, Etrieve, and various other higher education applications.

This position works closely with fellow members of the Enterprise Applications team, others in the IT department, CEI staff and faculty, and support staff from other applications’ companies to provide both functional and technical support that allow the college to function.

The incumbent must demonstrate a commitment to working through complex problems, documenting troubleshooting done, and solving issues with a high level of accuracy and must also enjoy working directly with clients.

The incumbent must exemplify CEI’s mission, vision, and values acts in accordance with our policies and procedures.

Typical Job Functions

Monitor and prioritize Helpdesk tickets related to Enterprise Application ServicesWork with members of the ERP Applications Team and other IT staff to resolve problems and issuesTroubleshoot tickets to assure proper completion and resolution Present and explain complex technical topics, problems, and alternative solutions to non-technical usersProactively address common issues Report and troubleshoot problems reported by clientsEstablish change management protocol with clientsProvide moderate experience and knowledge on administering client systemsPromptly communicate with clients about scheduled tasks, service windows and emergency events as neededCommunicate with other CEI staff on client needs and issues Provide the necessary documentation to maintain client service levels in the event of staff unavailabilityReport any issues to management in a timely manner to mitigate issues as quickly as possibleIdentify opportunities to improve the client holistically and share information with the ERP Applications Team and client account manager, as appropriateMinimum Qualifications

Associates Degree; or technical diploma in Information Technology, Information Systems or Computer Engineering; or 2 years of professional experience in an IT End User Support or Application Support positionStrong customer service experienceStrong analytical, multi-tasking, and problem-solving skills to address complex issuesExperience investigating user problems and needs, identifying the root cause, perform consistent and careful troubleshootingExperience documenting issues in detail from start to close and keeping customers up progress until resolutionAbility to pick up new functional knowledge from more senior colleagues, vendor documentation and training materialsAbility to work with other departments on campus in investigating and troubleshooting specialized and unique issuesAbility to read over upcoming application changes, document said changes plainly, and communicate this information to other staff members on campusAbility to work both independently as needed and as an active, contributing memberAbility to assist in user end testing, integration testing for enhancements, and new functionality Ability to report task activities and current status to managementAbility to adapt and learn quickly in a fast-paced environment Reliable and dependable, with consistent follow-through on tasks assigned Knowledge of application configuration settings and toolsClear, concise written and verbal communication skills Incumbent must reside in Idaho (Currently CEI doesn't sponsor H-1B Visas)Additional Desired Qualifications

Knowledge working in SQL, particularly understanding complex joinsExperience working with ERP systems either on a project team or as an end-userExperience with at least one functional module/application/system: Ellucian Colleague, other Higher Education software is preferredExperience working with an IT Help Desk team to troubleshoot user end issues, such a and faculty accessesBilingual (Spanish)_______________________________________________________________________Physical Demands and Work Environment: Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.On-site work is essential and regular predictable attendance is required. Employees may be required to work at occasional events and handle tasks outside of regular working hours. Background Investigations: Employment at College of Eastern Idaho will be contingent upon the successful completion of a criminal background investigation and may require a credit and/or motor vehicle background investigation depending on the position. Please refer to Policy 225: Background Checks.AA/EOE/ADA: Hiring is done without regard to race, color, religion, national origin, sex, age, or disability. In addition, preference may be given to qualified veterans under state and federal laws and regulations.

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