Job Description
This position provides support for Marketing, Academic, and Student Affairs products that are a part of the Minnesota State enterprise application suite. Product support will be in the form of incident management, business process guidance, assistance with the use of application software, required maintenance management, documentation, testing and training. The Minnesota State enterprise application suite supports administrative business processes for the students and employees of 33 state colleges and universities.
Specific Duties Include:
- Assume full responsibility for examination and analysis of incident reports related to student applications used by all Minnesota State students, faculty and/or staff so that user errors, misunderstandings, or application software defects are quickly addressed and business functions can be completed successfully.
- Develop and maintain a working knowledge of relevant business processes, laws, regulations and policies through the interaction with the Minnesota State user community
- Participation in multi-campus user group meetings and other professional activities sufficient to recommend and establish enterprise work priorities
- Project future needs, and assess the value and impact of proposed changes so that customer needs are met.
- Provide expert enterprise knowledge of student products so that users understand business processes and are able to effectively utilize application software products.
Minimum Qualifications
- 4 years of experience providing end-user support for web-based and/or client-server business application software or using ISRS as an employee of a college or university administrative services office. A bachelor?s degree in IT or related field will qualify as one year of experience
- Experience writing business software documentation sufficient to provide accurate, clear, and timely reference material to end users of application software
- Experience gathering, analyzing, and documenting business requirements sufficient to adequately describe necessary software enhancements
- Experience testing application software sufficient to provide reasonable assurance that products are free from defects
- Experience developing and delivering training for business systems, sufficient to train and support both novice and proficient users of software products
- Experience accessing relational databases sufficient to identify data integrity issues such as missing or inconsistent data, capture troubleshooting information, or help identify sources of software defects
- Experience using the MS Office product suite (or comparable) sufficient to create and maintain announcements, technical information, presentation materials, and software documentation
- Ability to interact with multiple and diverse groups of people and a commitment to fostering a diverse working and learning environment.
Preferred Qualification
- Technical skills in the following technologies/products:
- Windows O/S and common web browsers
- structured query language (SQL)
- Query and reporting tools such as MS Access, Toad, Hyperion/Brio
- SharePoint (or other collaboration tools)
- Adobe Connect (or other desktop sharing tools)
- Cascade (or other content management tools)
- Experience with customer relationship management or incident management tools
- Experience supporting enterprise or large-scale application systems
- Experience giving formal presentations to business audiences
- Experience assessing skill gaps, individual competency, and job performance in order to design, implement and evaluate training, documentation and coaching initiatives for software products
- Experience working with Marketing, Communications, Admissions, Transfer, and Workforce systems and administrative procedures in a higher education environment
Other Requirements
n/a
Work Shift (Hours / Days of work)
Monday - Friday, 8:00am - 4:30pm
Telework (Yes/No)
Yes
About
Minnesota State is committed to attracting, retaining, and developing talented employees who serve our 270,000 students each year throughout the state. We have a vibrant and diverse system of 33 colleges and universities with 14,200 dedicated faculty and staff focused on student success.
