Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
SUMMARY DESCRIPTION
Under direction from an appropriate level manager or administrator, performs complex lead technical support and analysis duties pertaining to the development and utilization of Enterprise Resource Planning (ERP) and related systems that serve Student Services functions. Serves as an advanced module user and the primary liaison with Information Technology and vendors to implement new systems and resolve issues.
DISTINGUISHING CHARACTERISTICS
This is an advanced journey-level classification that performs system application, testing, reporting, and analysis activities. Incumbents exercise a high level of discretion and independent judgment in performing the full range of routine and complex assignments. Successful performance of the work requires knowledge of database applications and basic knowledge of the District's information systems infrastructure.
REPRESENTATIVE DUTIES
The following duties are typical for this classification. Incumbents may not perform all the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.
Serves as the departmental ERP and related systems technical analyst; plans, analyzes, develops, and implements technology and automated processes that support departmental program delivery, compliance, enrollment, and student success; may act as the primary contact person for departmental staff for technical assistance with computerized systems, including testing, training, troubleshooting, and problem resolution; may input and/or modify data in restricted access areas of the module(s).
May perform the duties of lower-level classifications within the department of assignment, as needed.
Plans activities related to comprehensive data updates and ERP and related system rollouts, upgrades, and workflows; reviews ERP/SIS documentation in preparation for rollouts and upgrades; participates with end users and IT in implementing and testing ERP and related system rollouts, upgrades, and workflows; creates end-user documentation, including training materials and job aids; provides training on systems processes and procedures; may update departmental web page content.
Participates in the development and implementation of new programs, methods, and business processes; develops, maintains, and updates policies and procedures for departmental functions and systems; collects data, evaluates automation of work processes and functions, and analyzes post-process results to improve services.
In conjunction with IT staff, recommends, tests, and implements system patches and modifications; ensures that patches/modifications do not alter or damage existing processes/data; identifies system gaps; evaluates and reports test results; liaisons with IT staff and vendors as needed to correct complex issues; documents data and system issues and resolutions and maintains related records.
Provides recommendations for data security and monitors for fraud; reviews error lists and makes data corrections.
Organizes, plans, and executes the activities associated with the annual system set-up, rule writing procedures, and maintenance; maintains processes for data importing, data integrity, and application management; processes duplicate application errors.
Ensures successful storage and retrieval of data across a variety of campus systems; monitors and maintains data integrity of tables, fields, reports, and related systems; tests and debugs applications to ensure accuracy of data; works with College/District IT to execute scripts to correct data issues.
Develops and performs SQL queries and commands to extract data; designs methods and applications to import/export data for analysis; uses various reporting tools and applications to retrieve information.
Develops and runs complex system reports and documents for a variety of departmental needs, activities, and reporting requirements; assists with audits, program reviews, and reconciliation processes; provides research assistance on regulations pertaining to the assigned area and provides recommendations regarding policy and compliance.
Maintains the computer run schedule for production of reports, batch maintenance programs, scheduled jobs, and electronic data exchanges with federal and state agencies; works with IT staff to develop and maintain reports based on department needs; reviews data/reports for accuracy; creates and maintains databases; maintains proper data backup and storage procedures.
Serves as a technical resource to other departments regarding the assigned system module(s); may assist other staff who have access to module information with technical system questions or problems; prepares and provides training for staff, students, and faculty on new College implementations and database systems related to departmental programs.
Provides technical assistance, support, and training to departmental staff, including hardware/software, peripheral devices, applications, network mapping, and other system functions/malfunctions; ensures departmental equipment is in good working order; prepares work orders of a technical nature as necessary; updates records of equipment usage and location; may participate in the ordering, inventorying, and maintaining of supplies and equipment.
May perform advanced and specialized technical administrative duties pertaining to the business operations of the assigned department; attends and participates in a variety of meetings, trainings, workshops, committees, events, and conferences; maintains compliance with mandatory trainings and certifications as directed by supervisor; maintains current knowledge and stays up to date on requirements and changes related to the area of assignment.
Provides functional and technical work direction to lower-level staff, temporary employees, and student workers; participates in the selection of new staff; trains new and existing staff as assigned; prioritizes and coordinates work assignments; monitors and reviews activities to ensure that work is completed in a timely and accurate manner.
Operates a variety of office equipment and machines; learns to use new technology as necessary to perform duties.
Establishes and maintains cooperative working relationships with students, staff, and faculty, as well as various outside groups to ensure efficient, effective, and correct implementation of departmental objectives.
Maintains departmental area(s) in a safe, clean, and orderly environment; ensures compliance with established safety procedures and regulations; refers unresolved problems to supervisor.
Prepares, completes, and maintains a variety of correspondence, records, documents, forms, and reports; disseminates information as appropriate; verifies and reviews documents and reports for completeness, accuracy, and conformance with established regulations and procedures; independently responds to various inquiries and correspondence.
Abides by all confidentiality practices required by District, College, state, and federal policies, laws, rules, and regulations.
Perform related duties as required.
QUALIFICATIONS
The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time to successfully perform the assigned duties.
Knowledge of:
Principles, practices, and technologies of operating systems.
Principles and practices used in the analysis and integration of business processes and ERP and related systems associated with student services programs.
Principles of database design and data management and reporting.
Data systems concepts and structures, reporting relationships, and data analysis methods; design principles, practices, and procedures.
Data management, data extraction, and relational databases.
Various software packages, databases, and applications used in a Student Services office.
Principles and practices of research, data collection, and report preparation.
Philosophy, operational characteristics, services, activities, goals, and objectives of the assigned area; eligibility requirements; specialized functions, activities, operations, rules, regulations, requirements, and restrictions related to the assigned area; terminology, techniques, equipment, materials, principles, theories, practices, and procedures related to the assigned area.
Work organization and current office practices, procedures, terminology, methods, and equipment, including computer hardware and peripherals, devices, and applications; principles and procedures of business letter writing.
Principles and techniques used in providing a high level of customer service.
Techniques to facilitate effective interaction with people on an individual or group basis; interpersonal skills using tact, patience, and courtesy.
Effective written and oral communication skills, including correct English usage, grammar, spelling, punctuation, and vocabulary; public speaking and presentation skills.
Pertinent federal, state, and local codes, laws, and regulations of the assigned student services area, including FERPA; confidentiality requirements when dealing with personal and sensitive student information.
Diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds; institutional and community resources available to assist a diverse student population; needs of students with disabilities or requiring special services.
Principles, practices, requirements, and procedures of data and records management.
Occupational hazards, health, and standard safety policies and procedures.
Principles and practices of providing training, work direction, and guidance to lower-level office staff and student workers.
District and College organization, services, programs, operations, policies, and objectives.
The duties performed by the lower-level classifications of the department of assignment.
Ability to:
Perform the duties of the lower-level classifications within the department of assignment.
Review, analyze, customize, and implement software packages and database applications related to departmental objectives.
Perform technical tasks within defined deadlines.
Apply critical thinking and data analysis skills.
Communicate with others to identify and translate information needs into system requirements, such as design, development, and/or enhancement of system applications.
Assist end users on a wide variety of system issues, evaluate alternatives, and make and implement sound recommendations.
Develop procedural documentation and train end users.
Conduct research; analyze, interpret, summarize, and present technical information and data in an effective manner; design, create, and run reports.
Evaluate and validate systems functionality.
Intermittently, review and evaluate documents related to department operations; observe, identify, and problem-solve office operations and procedures; understand, interpret, and explain department policies and procedures; explain operations and problem-solve issues for the public and with staff.
Research regulatory information and resolve complex questions.
Perform arithmetic calculations and reconcile data; perform statistical computations.
Access, enter, import, and export data into a variety of applications and software.
Develop queries, analyze data and complex technical information; develop and implement logical solutions.
Read, understand, and apply information from technical materials.
Impart technical and detailed information to non-technical individuals or groups.
Demonstrate sound judgment and interact extensively with and respond to requests and inquiries from students, faculty, staff, and the public; respond appropriately to requests and inquiries; effectively present information in person, electronically, or on the telephone to students, staff, or the public; provide excellent customer service.
Communicate clearly and concisely, both orally and in writing, in English; use correct English usage, grammar, spelling, punctuation, and vocabulary; understand and follow oral and written directions in English; listen actively and effectively; conduct presentations, as necessary.
Develop, maintain, and foster effective working relationships involving interactions and communications personally, by phone, and in writing with a variety of individuals and/or groups from diverse backgrounds on a regular, ongoing basis.
Exercise good judgment, discretion, tact, and personal initiative in resolving confidential, difficult, and sensitive situations, according to established policies and procedures; use sound judgment in recognizing scope of authority; maintain critical and sensitive information, records, and reports confidentially.
Operate and troubleshoot office equipment, including hardware, software, and devices supporting word processing, database management, and spreadsheets; type or enter data at a speed necessary for successful job performance; maintain accurate filing, record keeping, and tracking systems; apply excellent organizational skills and attention to detail; compose and prepare correspondence and memoranda; maintain filing systems; prepare documentation, reports, and other written materials.
Learn and understand the organization and operation of the assigned department as necessary to assume assigned responsibilities; understand, interpret, explain, and apply administrative and office policies and procedures as well as pertinent laws, regulations, and ordinances; work within the policies, functions, and requirements of the area of assignment.
Work with and exhibit sensitivity to and understanding of diverse racial, ethnic, cultural, sexual orientation, academic, socioeconomic, and disability backgrounds of community college students.
Work effectively under pressure with frequent interruptions and a high degree of public contact on a variety of tasks concurrently while meeting established deadlines and changing priorities; concentrate on detailed tasks for extended periods of time; work confidentially, independently, and collaboratively.
Assess situations, analyze problems, identify alternative solutions, project consequences of proposed actions, and adopt effective courses of action.
Maintain the cleanliness, sanitation, safety, and organization of assigned area; ensure adherence to safe work practices and procedures; monitor activities in the assigned area and enforce policies for proper use and behavior.
Effectively utilize technology and equipment in the performance of duties; adapt to changing technologies and learn the functionality of new equipment and systems.
Maintain an adequate inventory of materials and equipment.
Provide training, functional and technical work direction, and guidance to assigned staff and student workers.
Assist others in locating appropriate resources; provide assistance to others in matters related to assigned area.
Participate in trainings, conferences, and meetings on-site and off-site as required.
Report to work on a regular and consistent basis, as scheduled, to assigned job.
Work evening/weekend shifts as required.
EDUCATION AND EXPERIENCE GUIDELINES
Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education/Training:
Equivalent to a bachelor’s degree from an accredited college or university with major course work in business, computer science, information systems, or a related field. Substantial directly related work experience and/or related technical certifications may substitute for formal education.
Experience:
Five years of experience working in a Student Services office (specific to the department of assignment) within a higher education environment that includes performing specialized technical work and advanced use of a complex data management system.
OR
Three years of increasingly responsible application systems experience, including the use and troubleshooting of ERP applications and supporting data reporting functions, preferably in a higher education student services environment.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment: Work is performed primarily in a standard office setting. Duties are typically performed at a desk or computer terminal; subject to noise from office equipment operation; frequent interruptions and contact in person and on the telephone with students, academic and classified staff, and others. At least minimal environmental controls are in place to ensure health and comfort.
Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination, including the use of a computer keyboard; to verbally communicate to exchange information; and to occasionally travel to other offices or locations to attend meetings or to pick up or deliver materials. Vision: See in the normal visual range with or without correction. Hearing: Hear in the normal audio range with or without correction.
