For over four decades, the higher education experts at Jenzabar have been helping colleges and universities across the world thrive through multiple services. The Jenzabar culture is one that fosters an entrepreneurial environment, where employees are encouraged to be creative, work hard, and have a great time while doing so. We believe in open doors, asking tough questions, respecting each other, and surpassing our clients’ expectations every step of the way. It’s an enjoyable place to be, with casual dress and a relaxed atmosphere.
Mission Statement:
We believe everyone is a masterpiece with great work to do on Earth. Jenzabar’s mission is to create pathways to empower all to know who they are, what work they are destined to do, and how they can unlock their full potential – at home, at work, and in the world!
Position Summary
The Software Support Analyst is responsible for delivering quality software support to clients, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The SSA independently resolves technical and application problems. Support is provided via voice and electronic means.
Essential Tasks
- Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors.
- Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results.
- Effectively manage customer escalations associated with complex problems. End result should be high level of customer satisfaction.
- Act as liaison for the client in issues with the standard Jenzabar products in areas of ERP assigned responsibility.
- Research and troubleshoot client reported issues with the standard Jenzabar product in areas of assigned responsibility in order to provide the client with a solution in a timely, professional manner.
- Document issues and solutions in a complete, concise manner for use in internal/external knowledge base.
- Attend training/meetings on new features/enhancements to the standard Jenzabar product to maintain high level of product knowledge in areas of assigned responsibility.
- Continually increase product knowledge by reviewing documentation, knowledge base entries and hands-on experimentation in areas of responsibility.
- Maintain Security Awareness by protecting an organization's confidential internal information when accessing client data.
- Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc. to accomplish departmental, divisional, and corporate goals as needed.
- Complete other duties as assigned by respective Manager of Support.
Preferred Skills and Experience
- Bachelor's Degree in Computer Science or related field
- Desired Experience: Working knowledge of appropriate operating systems. Knowledge of Transact SQL programming language/SQL Enterprise Manager or ISQL/Informix as related to assigned application. Strong desire to work in a support desk environment (promptness and regular attendance is required). A professional telephone manner is essential.
- IT Skills:
- In-depth knowledge of relational databases (Oracle, SQL Server, DB2) and SQL
- Basic Knowledge of SQL to include the basic 4 functions.
- Able to write and use general SQL Scripts
- Operating systems (Windows, Linux), Networks
- Application Servers
- HTML, JavaScript
The pay range for this position is $45k to 55k/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
Benefits
Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, 12 Weeks Paid Parental Leave, Short Term Disability, Long Term Disability, 401K, Educational Assistance
Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.
Please Note: Jenzabar does not sponsor applicants for work visas.
