Academic/Student Application Systems & Support Analyst
Class: Classified | Exempt status: Non-Exempt | Grade: 23
Under the direction of management, the Academic/Student Application Systems & Support Analyst works with stakeholders across the College on matters related to Academic Affairs/Student Affairs application systems and support planning. Assesses and implements related training, support, and communications for the complete lifecycle of complex Academic Affairs/Student Affairs application systems. Creates custom training programs and plans for business units, provides system analysis, problem-solving, and technical assistance. Develops and evaluates recommendations, customized plans, and documentation, and identifies areas for quality and/or process improvement.
Positions at this level function independently to analyze and plan for training and support needs on a broad range of Academic Affairs/Student Affairs application systems with several variables and intersecting business processes and policies; have a working knowledge of other related disciplines; and coordinate appropriate change management and support activities with other technical teams including Information Technology, Online Learning, and the Portfolio Management Office.
Typical Duties and Responsibilities
- Collaborates with business units to identify requirements and needs for Academic Affairs/Student Affairs application system support; performs related research and analysis and provides information and guidance to business units to ensure the most effective use of application systems.
- Leads and/or participates in the development of related training plans and documentation libraries for Academic Affairs/Student Affairs divisions. Ensures procedural documentation is complete, effective, and maintained. Makes recommendations for documentation, policy, and procedure improvement.
- Monitors and reports on the health of related administrative application systems and proactively identifies potential process improvement and technical competency gaps in the user community.
- Develops recommendations, customized plans, and documentation for application system support by consulting with stakeholders including Academic Affairs/Student Affairs divisions, technical teams, and software vendors. Establishes service level agreements.
- Serves as a key resource during system implementations, upgrades, migrations, and other changes. Evaluates user impact of change, collaborates on and develops communication planning, training, documentation, and other support for continuity of service through change.
- Documents recurring, difficult or complex system or process problems; identifies trends, recommends solutions and resources to increase operating efficiency or adapt to new requirements.
- Coordinates and interacts with other technical teams and functions as a liaison between technical teams, business units, and /or vendors to communicate business needs and ensure effective support strategies are implemented.
- Functions as a key contact for support needs of a broad range of users of Academic Affairs/Student Affairs application systems. Provides consultation and support, works with vendors, and communicates complex technical information.
- Performs technical support and troubleshooting. Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of needs; determines most effective next steps.
- Facilitates and actively participates in departmental, committee, project, and technical meetings to discuss and develop solutions for application systems and support needs.
- May provide work direction and coordination of work activities to other Classified staff and/or student and casual employees.
- Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies.
- Performs other related duties as assigned.
Work environment includes frequent disruptions and changes in priorities. Work is generally performed in an office environment with frequent interruptions and irregularities in the work schedule. No special coordination beyond that used for normal mobility and handling of everyday objects and materials is needed to perform the job satisfactorily.
Associate’s degree in a technology related discipline, Education, Business, or Project Management or related field. Four (4) years progressively responsible experience with automated systems, technical support, or end user training in a complex network environment. One (1) year of experience working in a customer-facing support capacity.
OR Six (6) years progressively responsible experience with automated systems, technical support, or end user training in a complex network environment. One (1) year of experience working in a customer-facing support capacity.
Knowledge, Skills, and Abilities
- Technical writing principles and techniques;
- Data analysis and reporting tools;
- Project and process management;
- Customer service principles and practices;
- Related academic policies, procedures, and processes;
- Database systems, functions, and limitations.
- Written and verbal communications;
- Leading, monitoring, and meeting project deadlines;
- Designing, developing, maintaining, and updating application systems;
- Defining problems, collecting data, establishing facts, and drawing valid conclusions;
- Supporting change initiatives, such as new technology or new business process adoption;
- Facilitating meetings and presenting information to a wide variety of audiences;
- Spreadsheet, word processing, presentation, and other related software applications.
- Work effectively with diverse academic, cultural, and ethnic backgrounds of community college students and staff;
- Use computer technology for communication, data gathering, documentation, and reporting;
- Train users and staff;
- Navigate in complex business and technical environments;
- Recognize, minimize and resolve production issues;
- Provide effective and responsive customer service;
- Communicate and collaborate with technical and non-technical users;
- Work independently and as a member of a team.
Portland Community College is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected class.