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 Services
Work with members of the ERP Applications Team and other IT staff to resolve problems and issues
Troubleshoot tickets to assure proper completion and resolution
Present and explain complex technical topics, problems, and alternative solutions to non-technical users
Proactively address common issues
Report and troubleshoot problems reported by clients
Establish change management protocol with clients
Provide moderate experience and knowledge on administering client systems
Promptly communicate with clients about scheduled tasks, service windows and emergency events as needed
Communicate with other CEI staff on client needs and issues
Provide the necessary documentation to maintain client service levels in the event of staff unavailability
Report any issues to management in a timely manner to mitigate issues as quickly as possible
Identify opportunities to improve the client holistically and share information with the ERP Applications Team and client account manager, as appropriate
Minimum 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 position
Strong customer service experience
Strong analytical, multi-tasking, and problem-solving skills to address complex issues
Experience investigating user problems and needs, identifying the root cause, perform consistent and careful troubleshooting
Experience documenting issues in detail from start to close and keeping customers up progress until resolution
Ability to pick up new functional knowledge from more senior colleagues, vendor documentation and training materials
Ability to work with other departments on campus in investigating and troubleshooting specialized and unique issues
Ability to read over upcoming application changes, document said changes plainly, and communicate this information to other staff members on campus
Ability to work both independently as needed and as an active, contributing member
Ability to assist in user end testing, integration testing for enhancements, and new functionality
Ability to report task activities and current status to management
Ability 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 tools
Clear, 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 joins
Experience working with ERP systems either on a project team or as an end-user
Experience with at least one functional module/application/system: Ellucian Colleague, other Higher Education software is preferred
Experience working with an IT Help Desk team to troubleshoot user end issues, such a and faculty accesses
Bilingual (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.
