The class works under direct supervision and is responsible for the resolution of customer application issues or questions typically as escalated from the IT service desk, and/or assigned. Tasks include writing, testing, debugging, and correcting and/or modifying computer programs according to specific instructions and using high-level computer language. Performs problem diagnosis and resolution according to standard and/or best practices; works with clients to ensure the functionality and…
workability of necessary applications. Logs progress, work status, and accounts for time spent. Essential Functions and Responsibilities: 60% - Facilitates best practices to ensure deployed software is configured in the most effective, optimized, and efficient manner. Works with customer on specific ERP modules and oversees the implementation and integration of third-party software as necessary to achieve successful client outcomes. Develops custom reports and extensions to the core software packages. Analyzes, codes, configures, tests, and maintains applications software using standard methods/tools; consults with clients to understand business needs and software requirements; performs application problem diagnosis/resolution. Creates and maintains concise, accurate, and timely records of: application services and help requests, work done, work status, time estimated and spent and details of corrective actions and application issues and concerns for communication with management and colleagues; maintains documentation for new and changing applications and processes especially regarding software; performs testing and troubleshooting. 25% - Gathers, interprets, and applies information from a variety of sources to aid in software development. Acts as technical liaison between software vendors and clients. Assists with the preparation and evaluation of RFPs working with IT staff, clients, and third-party vendors to facilitate selection of services and products. Assists service desk staff on an as needed basis and may serve periodically on the service desk to fully understand front line customer support protocols. Serves as a resource for applications/business project tasks as assigned. 15% - Trains others regarding application functions and operations; communicates progress, schedule, and issues to affected stakeholders; answers application questions; assesses and updates documentation such as process flows and assets. May serve as a secondary in a primary/secondary support role with a Software Integration Analyst 2. Provides guidance when working with students to assist with professional development and growth. Other Functions and Responsibilities: Assists with training new hires. Performs other duties as assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor. Equipment Operated: Computer and all other standard office equipment. Work Schedule: Typically, M-T-W-Th-F 8:00 a.m. to 5:00 p.m. Supervision Exercised: May exercise supervision over student employees. Reports to: Associate Director Required Certifications, Training, and/or Licensures: None Knowledge, Skills, and Abilities: Knowledge of: data protection and security awareness; computer programming standards and methods; business information systems, office productivity, security, backup, software, and related; employee training and development. Skill in: written and verbal communication; operation of current consumer technologies, peripheral equipment, instructional technologies and instrumentation and trending and/or scientific software apps. Ability to: cooperate and interact in problem solving with coworkers in a team environment; document and communicate technical issues well and in a non-technical manner; resolve technology issues, questions, and complaints from clients and especially those escalated by the service desk and provide a friendly atmosphere; maintain proficiencies regarding technology duties and tools. ( Developed after employment. ) Minimum Qualifications: High school diploma or GED; demonstrated understanding and knowledge of enterprise resource planning (ERP) software solutions, integrations and deployment, enterprise database management systems, and software development life cycle (SDLC) methodologies; and experience writing clean, functional, well-documented code in any language; and experience working with different programming languages. Preferred Qualifications: Bachelor's degree in computer information systems or a related field. Experience working in a higher education environment. Working knowledge of Oracle, SQL, and UNIX. Working knowledge of application frameworks implementing the Java programming language. Experience integrating outside applications (including cloud-based systems) with internal enterprise systems. Ellucian Banner experience including working knowledge of the Ellucian ETHOS platform.