ERP Application Support Analyst - Idaho Falls, United States - College of Eastern Idaho

College of Eastern Idaho Idaho Falls, United States

2 weeks ago

Description

Salary: $43, $46,587.00 Annually

Location : Idaho Falls, ID

Job Type: Full Time

Job Number:

Department: Information Technology

Opening Date: 04/23/2024

Closing Date: 5/7/2024 5:00 PM Mountain

FLSA: Exempt

Job Summary

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

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)

College of Eastern Idaho (CEI) offers full-time employees a generous benefit package. For information about our medical, dental, vision, disability, and life insurance benefits please visit the Exempt employees are able to choose between two retirement plan options; TIAA and VALIC. Information may be found at or

Additional benefits include vacation, sick, and holiday leave; tuition benefits; and a selection of voluntary benefits.

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