Application Support Specialist

Description

The Application Support Specialist will play a critical role in ensuring the smooth operation and support of the Institutions Learning Management System (LMS), Customer Relationship Management (CRM) system, Student Information System (SIS), and other integrated applications. This role involves managing system configurations, troubleshooting issues, providing user support, and coordinating with various departments to ensure the systems meet the needs of students, faculty, and staff.

Essential Job Responsibilities

• Oversee the administration, configuration, and maintenance of the LMS, CRM, SIS, and other related systems establishing organizational efficiency and reflects best practices of the industry.
• Monitor system performance and ensure high availability, security, and efficiency of applications.
• Implement and test system updates, patches, and upgrades to include user applications and campus computer labs.
• Provide technical support to students, faculty, and staff for LMS, CRM, SIS, and integrated applications.
• Troubleshoot and resolve application-related issues in a timely manner.
• Develop and deliver training sessions, documentation, and resources to end-users to enhance their proficiency with the systems.
• Manage the integration of the LMS, CRM, SIS, and other applications with external systems and services.
• Collaborate with academic and administrative departments to ensure applications align with institutional needs and workflows.
• Coordinate with vendors and service providers for application support and issue resolution.
• Analyze and assess system performance and usage patterns to identify areas for improvement.
• Develop and recommend strategies for optimizing system functionality and user experience.
• Perform regular system audits and ensure compliance with university policies and regulations.
• Maintain detailed documentation for system configurations, processes, and user instructions.
• Generate regular reports on system performance, user activity, and support metrics.
• Assist in the creation of project plans and timelines for system upgrades and new implementations.
• Manage related application renewal and contracts.

Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent combination of education and experience.
• Experience: Minimum of 3 years of experience in application support, system administration, or a related role, preferably within a higher education environment.
• Technical Skills:
  • Proficiency in managing and supporting LMS, CRM, and SIS platforms.
  • Experience with database management, scripting languages, and integration technologies.
  • Familiarity with ITIL or other IT service management frameworks is a plus.
• Soft Skills:
  • Strong problem-solving skills and attention to detail.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with users at all levels.
  • Ability to work independently and as part of a team in a fast-paced environment.