ERP Technical Support Specialist
Prince George's Community College
Largo, MD
Full-time
Information Services / Technology (IT)
Posted on May 20, 2023
Job Vacancy Announcement
Position Information
Position Title
ERP Technical Support Specialist
Position Type
Staff
Department
ERP Support
FLSA
Non-Exempt
Union/Non Union
Non Union
Full Time or Part Time
Full Time
Grade
12
Salary Range
Hiring Salary Range
$56,316 - $61,947/Annually
Fixed Term/Tenure Track (Faculty Only)
Regular or Temporary
Regular
Job Description Summary
Under the direction of the Coordinator ERP Support, provide analysis and resolution of problems and technical support for Ellucian Products and third-party applications. This position is essential for assisting in resolutions in a timely manner for all Ellucian Products and third-party applications and serves as a backup in the absence of the ERP Support Coordinator. Used as a resource for implementation of new software applications and/or functionalities
Minimum Qualifications
EDUCATION
CRITERIA: The following criteria, which are not the sole criteria used in the final hiring decision, will be used to review the applications of those persons who meet the stated minimum qualifications and to select those qualified applicants who will be interviewed. Other information and observations made during the interview process may be considered in the selection process. A Resume/CV and cover letter are required with the application. Please ensure that your documents address the criteria listed below for this position.
ESSENTIAL DUTIES
PHYSICAL REQUIREMENTS
Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to a, personal computer, calculator, copier, and fax machine. No significant climbing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, and repetitive motions
OTHER REQUIREMENTS
Yes
Is the incumbent responsible for working with minor children or directly engaging with minor children on campus?
No
Posting Detail Information
Posting Number
PGCC197911/12
Open Date
04/03/2023
Close Date
Open Until Filled
Yes
Background Check Statement
Prince George's Community College is committed to providing a safe campus community. PGCC conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, education verification, and when appropriate, a financial (credit) report or driving history check
Special Instructions to Applicants
Effective August 8, 2022, Prince George's Community College's current vaccine mandate will expire for students, faculty, and staff. Select exceptions may apply. Face coverings will be voluntary campus-wide, including in classrooms and instructional spaces. Although the College will no longer require new employees and students to be vaccinated as a condition of employment or instruction based on current public health conditions, COVID-19 vaccines and boosters are strongly recommended.
Application Status; you will receive an email acknowledging receipt of your application, upon which time no further communication occurs unless selected for an interview or the position is filled. If recommended for hire, communication is immediately sent to your references listed on your application. Also, you will receive an email notification from HireRight requesting you to submit authorization to complete a background investigation
Posting Specific Questions
Required fields are indicated with an asterisk (*).
Required Documents
Position Information
Position Title
ERP Technical Support Specialist
Position Type
Staff
Department
ERP Support
FLSA
Non-Exempt
Union/Non Union
Non Union
Full Time or Part Time
Full Time
Grade
12
Salary Range
Hiring Salary Range
$56,316 - $61,947/Annually
Fixed Term/Tenure Track (Faculty Only)
Regular or Temporary
Regular
Job Description Summary
Under the direction of the Coordinator ERP Support, provide analysis and resolution of problems and technical support for Ellucian Products and third-party applications. This position is essential for assisting in resolutions in a timely manner for all Ellucian Products and third-party applications and serves as a backup in the absence of the ERP Support Coordinator. Used as a resource for implementation of new software applications and/or functionalities
Minimum Qualifications
EDUCATION
- AA degree or equivalent formal training in the field of Information Technology or related
- Must have at least (3) years of technical support experience; specifically troubleshooting complex Ellucian products and third-party applications related problems and support.
- Skills in creating and maintaining accurate records and files.
- Skills in Software problem management and resolution
- Skills in techniques to properly diagnose problems
- Skills in ticketing applications
- Knowledge of software error research and correction alternatives
- Knowledge of standard procedures used to maintain data integrity and security in networked systems
- Ability to communicate effectively verbal and written
- Ability to provide exceptional customer services in a high stress environment.
- Ability to explain technical processes and procedures to end users
- Ability to troubleshoot and resolve complex problems
- Ability to document complex processes and procedures.
- Ability to perform detailed work independently, as well as, in a team environment.
- Ability to navigate business applications configuration
- Ability to comprehend application integrations
CRITERIA: The following criteria, which are not the sole criteria used in the final hiring decision, will be used to review the applications of those persons who meet the stated minimum qualifications and to select those qualified applicants who will be interviewed. Other information and observations made during the interview process may be considered in the selection process. A Resume/CV and cover letter are required with the application. Please ensure that your documents address the criteria listed below for this position.
ESSENTIAL DUTIES
- Provides functional analysis on assigned tickets and handles the communication towards the users.
- Provides tier 2 & 3 support for calls related to Ellucian products and third-party applications.
- Analyzes and understands the needs of users and provides functional and technical support for Ellucian products and third-party applications.
- Provides creative problem-solving skills for the purpose of resolving complex problems.
- Keeps abreast of Ellucian products and third-party applications features, functionality, and integrations.
- Participates as a team member with maintaining the currency of upcoming fixes, patches, system testing and upgrades to the Ellucian products and third-party applications.
- Performs system testing related to support activities.
- Serves as a resource with the implementation of the Ellucian products and third-party applications.
- Escalate high visibility tickets in a timely manner
- Promote a culture of data protection and compliance across all units of the organization
- Assist with creating test plans with users and technical staff
- Escalate security issues in a timely manner
- Performs other related duties as assigned by the coordinator of ERP support.
PHYSICAL REQUIREMENTS
Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to a, personal computer, calculator, copier, and fax machine. No significant climbing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, and repetitive motions
OTHER REQUIREMENTS
- Must be able to work Monday thru Friday, 8:30 a.m. – 4:30 p.m. When needed, work a flexible schedule
- Ability to communicate effectively in spoken and written standard English.
- As required by the 1986 Immigration Act, be prepared to present acceptable documentation showing your identity and that you are a U.S. citizen or an alien who is authorized to work.
- A background investigation will be conducted prior to the offer of employment. A signed authorization for the release of personal information will be required if selected for an interview.
Yes
Is the incumbent responsible for working with minor children or directly engaging with minor children on campus?
No
Posting Detail Information
Posting Number
PGCC197911/12
Open Date
04/03/2023
Close Date
Open Until Filled
Yes
Background Check Statement
Prince George's Community College is committed to providing a safe campus community. PGCC conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, education verification, and when appropriate, a financial (credit) report or driving history check
Special Instructions to Applicants
Effective August 8, 2022, Prince George's Community College's current vaccine mandate will expire for students, faculty, and staff. Select exceptions may apply. Face coverings will be voluntary campus-wide, including in classrooms and instructional spaces. Although the College will no longer require new employees and students to be vaccinated as a condition of employment or instruction based on current public health conditions, COVID-19 vaccines and boosters are strongly recommended.
Application Status; you will receive an email acknowledging receipt of your application, upon which time no further communication occurs unless selected for an interview or the position is filled. If recommended for hire, communication is immediately sent to your references listed on your application. Also, you will receive an email notification from HireRight requesting you to submit authorization to complete a background investigation
Posting Specific Questions
Required fields are indicated with an asterisk (*).
- * Do you have a minimum of an Associate's degree or equivalent formal training in the field of Information Technology or related?
- Yes
- No
- * Do you have a minimum of 3 years of technical support experience?
- Yes
- No
- * Please be advised that as required by the 1986 Immigration Act, candidates must be prepared to present acceptable documentation showing identity and that you are a U.S. Citizen or an alien who is authorized to work. It is the college's policy that PGCC does not provide sponsorship for prospective employees. Will you require sponsorship to work in the United States?
- Yes
- No
- * How did you hear about this employment opportunity?
- HERC
- HigherEd Jobs
- Hispanic Outlook
- Indeed
- Personal Referral
- PGCC Website
- Social Media (LinkedIn, Twitter, Facebook)
- The Chronicle of Higher Ed
- The Washington Post
- Other: Please indicate below
- Educause
- How did you hear about this employment opportunity? If you selected 'Other' please indicate source:
(Open Ended Question)
Required Documents
- Resume
- Cover Letter
- Letter of Recommendation 1
- Other