Support Specialist, Enterprise System Applications

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JOB TITLE SUMMARY

Job Title: Support Specialist, Enterprise Systems Applications

Division: Information Technology

Evaluation Group: Staff

FLSA Status: Exempt

Starting Salary: $ 52,185.00 +

Reports To: Director, Information Technology Enterprise Systems and Application Development

Positions Supervised: N/A

Job Summary

The enterprise systems applications support specialist is responsible for maintenance of and integrations with University-wide applications, including the Canvas Learning Management System (LMS). This role assists with other systems integration and life cycle upgrades and implementations, and provides user support, configuration support, and security protocols for integrations, testing, and documentation.

Essential Job Functions and Performance Indicators

The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Job Responsibilities and Execution

• Builds and maintains application integration for the Canvas LMS with other University applications
• Assists programmers with pre-implementation analysis and testing
• Assists with review of current and future systems and applications
• Assists with system updates and functional regression test updates
• Creates and maintains training documentation and assists with training students, faculty, and staff on use of University enterprise applications
• Develops project plans for implementations and enhancements based on project management office guidelines and standards
• Supports and maintains implementations of complex off-the-shelf components or applications requiring development
• Adheres to direction from the chief information officer, director of enterprise systems, and other University administrators
• Spans systems life cycles with emphasis on architecture, automation and configuration, data flow expertise, integrations, monitoring, and data backups and sharing

Service Excellence

• Provides excellent customer service to both internal and external customers
• Identifies, analyzes, and resolves problems in a timely and thorough manner
• Supports the mission of the university and serves as an ambassador of the Q2 culture of service excellence
• Models, supports, and holds others accountable to the university’s values – integrity, dedication, excellence, creativity, and teamwork

Communication, Teamwork, and Collaboration

• Trains departmental staff to process data as system changes are implemented
• Collaborates with IT staff concerning information systems changes, upgrades, and installations
• Communicates technical issues and resolves internal and external problems at all levels of the organization
• Works with departmental subject matter experts to maintain functional configurations to meet departmental needs

Job may require other duties as assigned.

Required Qualifications – An equivalent combination of education, training, and experience will be considered. Additional requirements may be designated by position.

• Bachelor’s degree in computer information systems, computer technology, or related field
• One year of full-time work experience in IT operations or related field

Knowledge, Skills, and Abilities – May be representative, but not all inclusive, of the knowledge, skills, and abilities necessary to perform this job competently.

• Demonstrated ability to work effectively with individuals from diverse communities and cultures
• Knowledge of HTML
• Knowledge of electronic relational database applications
• Skilled in report writing and SQL
• Intermediate to advanced knowledge of Microsoft Office 365 applications and web-based applications
• Skilled in gathering information and documenting requirements related to application integration development
• Experience analyzing and documenting processes, procedures, and policies
• Ability to read and understand scripting languages, mainly Powershell
• Ability to navigate rapidly changing and sometimes ambiguous work situations
• Ability to adjust to changing priorities
• Ability to solve complex problems from both an operational and technical perspective
• Highly organized with ability to manage multiple projects and tight deadlines
• Ability to work independently and engage supervisor as needed
• Excellent verbal, written, and interpersonal communication skills
• Strong attention to detail
• Excellent analytical and critical thinking skills
• Ability to recognize and troubleshoot end users’ software problems
• Ability to maintain confidentiality
• Ability to collaborate effectively with technical and non-technical staff to derive solutions to technological issues
• Flexibility and creativity in delivering objectives

Work Environment – Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.

• General office setting

Physical Abilities – The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work effectively at a computer for up to eight hours daily
• Ability to sit for extended periods of time
• Regular attendance is a necessary and essential function

Equal Opportunity Employer

Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal, state, and local laws and provides equal employment opportunities and access to educational programs without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.