Student Services Application Support Specialist Pay Competitive Employment type: Full-Time Job Description Req#: 4886 Posting Number: P1882 Job Title: Student Services Application Support Specialist Students Only: No Job Description Summary EXPECTATIONS AND NATURE OF THE POSITION As a Student Services Application Support Specialist, this position will play a crucial role in ensuring the smooth operation and support of various student services applications within an educational institution. The primary responsibility will be to provide technical assistance and resolve application-related issues for student services personnel. This position will collaborate closely with the IT department, student services teams, and software vendors to maintain and enhance the performance and usability of the applications. This position will be responsible for training users, integrating new and existing software, and ensuring that all student services staff members are effective with their use of technology. This position requires strong communication skills, technical expertise, and a customer-focused approach to deliver efficient and effective support to all users. The Student Services Application Support Specialist will contribute to creating a seamless and efficient technology environment. PRIMARY DUTIES AND RESPONSIBILITIES FOR WHICH THIS EMPLOYEE IS ACCOUNTABLE Provide technical support and troubleshooting assistance for student services applications, including but not limited to student information systems, learning management systems, registration systems, financial aid systems, and other related software. Collaborate with the IT (Information Technology) team to identify and implement solutions to enhance the efficiency and effectiveness of technology services for student services employees. Work with IT administrators to analyze and adjust Colleague security classes. Assist in the development and delivery of training materials and user documentation to help users understand and utilize the applications effectively. Monitor and respond to user inquiries and issues promptly and professionally, using various channels such as email, phone, or ticketing systems. Diagnose and resolve software-related problems, including login issues, functionality errors, and data discrepancies, ensuring minimal disruption to users’ workflows. Document technical procedures, guidelines, and resolutions in a clear and concise manner, contributing to a comprehensive knowledge base. Stay up to date with emerging technologies, industry trends, and best practices in information technology support to continually enhance service delivery. Collaborate with IT teams to identify and implement solutions for application-related issues, including software updates, patches, and bug fixes. Collaborate with cross-functional teams, including student services staff, IT professionals, and vendors, to identify opportunities for process improvement and system enhancements. Maintain a high level of professionalism, confidentiality, and ethical conduct while interacting with students, faculty, and staff. Support the deployment and maintenance of Admissions, Financial Aid, Advising, and Registration and Records software platforms including communications management, application tracking, and award management. Maintain operational level knowledge of all communication tracks in use throughout student services. Create and maintain tutorials for staff and students including the advising training manual, how to find classes, how to register, how to find an advisor, and related topics. Maintain call center workflows in the phone system software, provide troubleshooting and support of the phone system. Collaborate with IT team members to escalate and troubleshoot issues as necessary. Work closely with software vendors to report and escalate issues, track bug fixes and enhancements, and participate in user group discussions or conferences. Other duties as assigned. Minimum Qualifications MINIMUM QUALIFICATIONS (Knowledge, Abilities, Education & Experience) Associate’s degree in computer science, information technology, or a related field (or equivalent experience). Proven experience in technical support or application support, preferably in an educational setting. Strong troubleshooting skills and the ability to analyze and resolve complex software-related issues. Familiarity with student services applications such as student information systems, learning management systems, and registration systems. Proficiency in using support tools and systems, such as helpdesk software and ticketing systems. Excellent communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users. Customer-oriented mindset with a strong focus on providing exceptional service and support to users. Detail-oriented and highly organized, with the ability to manage multiple tasks and priorities in a fast-paced environment. Collaborative team player with the ability to work effectively with cross-functional teams and software vendors. Strong problem-solving skills and the ability to think creatively to find innovative solutions. Knowledge of SQL and database concepts is a plus. Equivalency Statement For those candidates who do not exactly meet all the minimum qualifications, an equivalent combination of education and experience which has provided comparable knowledge and abilities will be acceptable. Preferred Qualifications PREFERRED QUALIFICATIONS Experience with Ellucian Colleague, Ellucian Recruit, Ellucian Experience, and Ellucian UI Bachelor’s Degree in computer science Open Until Filled No About the Company Western Wyoming Community College is a public community college in Rock Springs, Wyoming.

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