This position provides support for Student products that are part of the Minnesota State enterprise application suite. Product support will be in the form of incident management, business process guidance, assistance with the use of application software, required maintenance management, documentation, testing, and training. The Minnesota State enterprise application suite supports administrative business processes for the 250,000 students and employees of 34 state colleges and universities.
Minimum Qualifications
- Four (4) years of experience providing end-user support for web-based and/or client-server business application software or using ISRS as an employee of a college or university administrative services office. A bachelor's degree in IT or related field will qualify as one year of experience.
- Experience writing business software documentation sufficient to provide accurate, clear, and timely reference material to end users of application software.
- Experience gathering, analyzing, and documenting business requirements sufficient to adequately describe necessary software enhancements.
- Experience testing application software sufficient to provide reasonable assurance that products are free from defects.
- Experience developing and delivering training for business systems, sufficient to train and support both novice and proficient users of software products.
- Experience accessing relational databases sufficient to identify data integrity issues such as missing or inconsistent data, capture troubleshooting information, or help identify sources of software defects.
- Experience using the MS Office product suite (or comparable) sufficient to create and maintain announcements, technical information, presentation materials, and software documentation.
- Ability to interact with multiple and diverse groups of people and a commitment to fostering a diverse working and learning environment.
Preferred Qualification
- Technical skills in the following technologies/products: Windows O/S and common web browsers; structured query language (SQL); Query and reporting tools such as MS Access, Toad, Hyperion/Brio; SharePoint (or other collaboration tools); Adobe Connect (or other desktop sharing tools); Cascade (or other content management tools)
- Experience with customer relationship management or incident management tools.
- Experience supporting enterprise or large-scale application systems.
- Experience giving formal presentations to business audiences.
- Experience assessing skill gaps, individual competency, and job performance to design, implement and evaluate training, documentation and coaching initiatives for software products.
- Experience working with student systems and administrative procedures in a higher education environment
