With moderate supervision, provide technical and functional support, training and documentation for various administrative and interfaced systems.
I. Essential Duties and Responsibilities
Provide technical support for administrative and interfaced systems.
Provide functional support for administrative and interfaced systems.
Provide training and documentation for administrative and interfaced systems. II. Specific Responsibilities
Provide functional support for administrative and interfaced systems
Evaluate functional procedures and work with end users to identify and implement enhancements
a. Review current business practices
b. Review vendor functional offerings
c. Integrate vendor's current functions with business needs of end users
d. Review new functionality with end users and assess usability
e. Manage requests and translate business requirements to functional specifications working in close collaboration with the vendor and business users
f. Work with departments and vendors to analyze, design, test and implement new or modified software applications
g. Work with vendors to find ways of leveraging existing software to improve services to administrative departments
Assist user community with functional responsibilities
a. Assist primary functional support staff with problem resolution
b. Provide support to administrative users with functional questions and issues
Provide technical support for administrative and interfaced systems
Assist functional offices with software implementations
a. Assist offices with software evaluation and selection process
b. Liaison with IT and vendor to facilitate infrastructure and security requirements
c. Provide project leadership, develop and manage project plans
Assist functional offices with software upgrades
a. Perform Fit/Gap analysis
b. Create impact analysis documents for changes in functionality
c. Work with functional department staff to implement changes
d. Assist with the development of test plans and scripts
e. Coordinate and manage end user upgrade testing
Manage primary troubleshooting of application problems and errors
a. Assist with triage incoming user error reports
b. Help identify and address complex problems in setups
c. Replicate and document reported problems
d. Use system tools such as traces to identify source of problem
e. Report problems to vendors for resolution when needed
Provide support for integration with PeopleSoft systems
a. Provide specifications to IT Developers for necessary interfaces
b. Coordinate testing of interfaces.
c. Liaison with vendor and IT Developers to resolve interface issues
Provide training and documentation for administrative applications
Provide one-on-one training with power users, enabling them to train others in their functional areas.
Develop documentation on typical functions and processes used within the application and related tools.
Maintain internal documentation for locally developed enhancements. III. Other Responsibilities 1. Learn new skills through vendor training
2. Attend professional conferences (Astra, PeopleAdmin, PeopleSoft Higher Education, etc.)
3. Special projects, as assigned IV. Qualifications
Some project leadership experience helpful
Strong people and communication skills
Working knowledge of systems analysis tools and techniques
Working knowledge of web based applications and database technology
Working knowledge of SDLC principles and best practices
Working knowledge of ERP technology, preferably PeopleSoft
3+ years experience supporting business offices in an educational environment
Windows and MS Office skills
Working knowledge of SQL
Working knowledge of reporting tools like PeopleSoft Query and Crystal Reports, some familiarity with Oracle XML Publisher
Fundamental knowledge of HTML, XML and web applications
BA/BS or equivalent experience required
Santa Clara University - 30+ days ago
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